case management

I got a chance to catch up with Kount recently, a 4 year old company that is a wholly owned subsidiary of Keynetics (a 13 year old e-commerce company) focused on preventing fraud in e-commerce. They offer an all-in-one SaaS solution aimed at detecting fraud fast (intra-transaction real-time) while giving customers flexibility and usability. They [...]

Warning, long post follows – SAS has a lot of products and even this summary was a lot. A big session on the product portfolio – 2010 and 2011 highlights in some specific focus areas. New releases in 2010 included: Customer Link Analytics – released in Q1 this product focused on using links between customers [...]

I got an update from Pegasystems recently, mostly to talk about how the integration of Chordiant is going. I shared my original thoughts on the Pegasystems/Chordiant combination at the time but this was my first chance to chat with them since then.  Pegasystems continues to do well with its  12th record revenue quarter and climbing [...]

I got an update from Kana this week. Kana, for those of you that don’t know, is a product/solution company focused on helping enterprises with their customer service experience – what they call Service Experience Management. Kana has over 600 B2C customers across banking, telecommunications, retail as well as high-tech, travel, manufacturing etc. They are [...]

After the intro on Advanced Case Management, a more technical session. The idea, Carl Kessler says, is to take all the technology IBM has and create a real improvement in their case management capabilities. Carl explained how IBM takes what they see industries and customers doing and capture storyboards for these different scenarios like new [...]

At the IBM Advanced Case Management event in San Francisco today. Mike Rhodin, SVP of the newly formed Solutions Group within IBM Software, introduced the role of Advanced Case Management in Smarter Planet. Smarter Planet is IBM’s umbrella concept for building systems to add intelligence to an increasingly instrumented and interconnected world. The changing kinds [...]

Insurance claims fraud is a huge deal, with most estimates seeing perhaps 10% of claims made being fraudulent – worth at least $30Bn/year. As a result the value of small improvement is huge. Of course, from my perspective, fraud is one of the classic uses of decision management and predictive analytics. Obviously the current economic [...]

Syndicated from ebizQ This week I am discussing the characteristics of a decision-centric platform. Because compliance is essential in decision making, the traceability of decisions and decision making logic to the organization’s objectives, regulations and policies is essential. Business users changing decision making must understand how that change will impact the organization, how it supports [...]

Syndicated from ebizQ This week I am discussing the characteristics of a decision-centric platform. Not only must the platform support complex and potentially long-running cases, it must do so in a decision- and automation-centric way. It is not enough for the platform to support the definition of complex cases and their tracking and management over [...]

Syndicated from ebizQ This week I thought I would write about decision-centric organizations. Organizations face many challenges in today’s business climate. Organizations whose success or failure is determined by the decisions they make (which claims to pay, which customers to target, which transactions to investigate for fraud) are handicapped by systems that are centered on [...]

Another customer panel courtesy of SAS. This one had Rex Pruitt from Premier Bankcard (I blogged about how Premier put predictive analytics to work and Rex presented at Predictive Analytics World), Chris Swecker formerly of the FBI/Bank of America, Cameron Jones SAS’ Chief Compliance Officer and was moderated by Ellen Joyner. Fraud, obviously, is a [...]

I got a chance to catch up with Andrea Allmon of FICO to hear about their new Insurance Fraud Manager release (3.0 in July). This is a timely topic because of the debates around healthcare at the moment. In all the discussions about healthcare costs you never hear about the amount of fraud involved, yet [...]

Connie Moore of Forrester presented on empowering business users to embrace change and began with a great quote from a customer – “Change NEVER settles down”! You need to embrace change and accept it as a norm – to accept that business processes and dynamic business processes. In this environment, business people play an essential [...]

I got a chance to see a pre-release demonstration of WorkXpress 2.0, announced today, some weeks back. WorkXpress are focused on customized business application software for large and small businesses. About 7 years ago they started building out what we would now call a Platform-as-a-Service or PaaS offering and have had customers for about 5 [...]

Syndicated from ebizQ Jim Sinur, over on the Gartner blog, has a post this week on Rule Guided Processes are the Way of the Future in which he says There are obvious benefits in making business policies/rules explicit and easily changed via accompanying quick-change processes. Now I have blogged before about the power of business [...]

Gerhard Hausmann presented on Barmenia and their use of business rules to improve customer experience. Barmenia is a private health / life insurance company in Germany with more than 2M contracts and 1.5Bn Euros in premiums. Been in business since 1904 and still have contracts that date back to the last century. In Germany there [...]

Last week I got a chance to catch up with a Dutch company in the decision management space – Be Informed. Be Informed arose out of work within a big systems integrator building complex processes, especially in government, that was unable to find good tools for case management and complex knowledge-based processes. The company started [...]

Two gentlemen from Deloitte presented Integrating Predictive Analytics and BRM to Improve Health Plan Member Experience. 80% of healthcare costs are incurred by 20% of members and traditionally the 20% get all the focus. Analytics and data mining get applied to claims, authorization, costs as a result. Segmentation focuses on the unprofitable and unhealthy. Increasingly [...]

I got a briefing last week from IBM as part of my researching of the IBM/ILOG acquisition (I blogged about this here). Back when I was at IMPACT it became clear that IBM was getting focused on events, rules and policies – they talked about Points of Agility, points in a business where variability is [...]