Feature Article

May 31, 2016

HotOperations are Happening at PNMsoft

PNMsoft, a provider of business process management solutions, announced their new program, HotOperations, at this years’ Gartner Enterprise Architecture (EA) Summit.

HotOperations was built on PNMsoft’s patented HotChange architecture, which allows for real-time changes to be made to critical business processes. HotOperations enables operations managers to optimize work allocation in real time, thereby reducing costs, increasing revenue and improving customer service.

“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. It can also provide operations managers with an intuitive dashboard to view each team’s current work queue. This program allows users to drag and drop cases to assign them to each department, or move them between departments accordingly. HotOperations uses real-time predictive analytics to give insight on the impact that each assignment will have on the overall costs and SLAs, the software will recommend 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.

The goal for HotOperations is to provide operations managers with intelligent real-time work allocation capabilities to realize new savings and improve customer service. “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,” said Gal Horvitz, CEO, PNMsoft,

PNMsoft’s new software will extremely speed up productivity for companies who implement the technology.  




Edited by Ken Briodagh


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