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Addressing Case Management Challenges with BPM

Date & Time: August 13, 2009 at 11:00 am PST / 2:00pm EST

Featured Speakers:

Ajay Khanna, Sr. Director, Product Marketing & Management, Savvion (bio)


Joe McKendrick, ebizQ Contributor

Sponsored By:


Case Management is fast becoming one of the more important usage patterns of Business Process Management (BPM). Although this is a common element, surprisingly, it is not delivered by most Business Process Management Systems with the specialized out-of-the-box functionality that is critical to your success.

This usage pattern demands sophistication for the work management. It must support multiple scenarios at once such as; customer contact centers with hundreds or thousands of agents working and resolving cases, trouble tickets, orders, inquiries, or fraud reports.

Process instances are generally short lived, possibly ending with one call, but the volume can bring your entire organization to a grinding halt.

In this webinar you would learn about the challenges in Case Management and how BPM successfully addresses them.

This webinar will highlight:
  • Understanding the unique process challenges in Case Management at support centers, call centers, and similar environments
  • How BPM addresses and solves these challenges
  • How a BPM based solution can ensure your business has the Visibility into the Process, the Ability to pinpoint bottleneck and problem areas, and the Agility to quickly address issues before problems escalate

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Featured Speaker Bios:

Ajay Khanna is responsible for setting the direction and positioning of Savvion's products, analyst relations and corporate communications. Ajay has more than 14 years of technology experience, including BPM, CRM and ERP systems. Past roles include consulting, engineering, software design, and process management. Prior to Savvion, he was application design expert, helping design complex applications for Amdocs CRM. He holds a Masters in Business Administration from Santa Clara University and a Bachelors of Engineering from Thapar University.

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