Iselin, New Jersey – May 11, 2016 – PNMsoft, a Microsoft Gold Partner and global provider of Business Process Management (BPM) software, announces the release of HotOperations, a unique case management and work optimization solution powered by its intelligent BPM suite Sequence. Built on PNMsoft’s patented HotChange architecture, which allows real-time changes to be made to critical business processes, HotOperations enables operations managers to optimize work allocation in real time, thereby reduce costs, increase revenue and improve customer service.
PNMsoft is launching HotOperations at the Gartner Enterprise Architecture (EA) Summit on May 11 – 12, 2016 at the National Harbor, Maryland.
“HotOperations is an ideal solution for businesses with large operations and/or call centers,” said James Luxford, CTO, PNMsoft. “Operations managers in these facilities are often challenged with managing complex processes that allocate wide volumes of cases to different departments and teams. These processes are dynamic, and need to change according to factors such as skills, priorities, schedules, milestones or service-level agreements (SLAs).”
HotOperations can automatically assign the majority of cases to the appropriate teams using its intelligent allocation rules. The solution takes case management a step further by providing operations managers with real-time work allocation functionalities. With an intuitive dashboard, operations managers have a view of each team’s current work queue. They can drag and drop cases to assign them to each department, or move them between departments accordingly. Using real-time predictive analytics, the system provides insight on the impact that each assignment will have on the overall costs and SLAs. The system also recommends which assignments to make in order to optimize the outcome, taking into account each department and team’s skill level, work schedule, cost of work and performance history.
Gal Horvitz, CEO, PNMsoft, said, “Managing a large operations center comes with unique challenges, namely trying to handle a high volume of cases as quickly as possible without compromising quality of service. We designed HotOperations to help operations managers more easily and effectively manage their casework. With complete visibility into processes and data, operations managers can make smarter, faster decisions, and ultimately make dramatic improvements to customer service and the bottom line.”
To learn more about HotOperations or to request a demo, please visit: http://www.pnmsoft.com/technology/hotoperations/
PNMsoft is a global provider of Business Process Management solutions. Our BPM, Case Management and Work Optimization platform uses patented HotChange® architecture to enable rapid build and change of high availability workflow applications, while maintaining lifecycle governance. PNMsoft is on Gartner’s iBPMS Magic Quadrant. We serve many Fortune500 and Global2000 companies, in more than across 30 countries around the world. For more information, visit www.pnmsoft.com.