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Integration of Microsoft® Lync™ and Workforce Manager will make Global 360 the first BPMS provider to support Communications Enabled Business Processes including voice communications

GARTNER BUSINESS PROCESS MANAGEMENT SUMMIT, BALTIMORE, MD APRIL 27, 2011Global 360, a leading provider of process and case management solutions, announces the upcoming enhancement of their persona-based BPM software suite through the addition of Workforce Manager for work allocation and optimization and the integration of Microsoft® Lync™ that makes Global 360 the first BPMS provider to support Communications Enabled Business Processes (CEBP) including voice communications across the process management lifecycle.

Microsoft Lync is a unified communications platform that brings together the various ways people communicate, such as phone, instant messenger, and mobile text, into a single interface directly accessible from applications such as Microsoft Outlook® and Microsoft SharePoint®. Seventy percent of the Fortune 100 use Microsoft Lync and it is positioned by research firm Gartner as the Leader in their Magic Quadrant for Unified Communications 2010 report.

Global 360 will deliver the incorporation of Microsoft Lync through an out-of-the-box web part integrated into the users’ application, adding communications to their unified work interface. Without having to leave their workspace, knowledge workers will be able to connect with other experts to reach expert-supported decisions faster and improve customer responsiveness. Users will be able to search for people, share knowledge and expert advice, and automatically capture all conversations as part of a case record as well as store them in the organizations’ knowledge base for others to use now and in the future.

Global 360’s new Workforce Manager capability will enable managers to optimize work for a large team of knowledge workers to meet changing business demands. Workforce Manager intelligently allocates work based on backlog, processing time, knowledge worker skills, and schedule availability.   It synchronizes work demands within the Global 360 BPM Suite with skill and experience profiles from Microsoft SharePoint and schedules from Microsoft Outlook.  Managers will be able to simulate expected service level attainment to ensure customer demands are met and ensure the highest productivity levels when managing hundreds or even thousands of knowledge workers.

Workforce Manager supports a full work allocation system at one of the largest building societies in the U.K. with over 1.5 million members and assets of over £21 billion. A key objective at the society is ‘same day in, same day out’ for payment processing.Workforce Manager automatically assigns work to processors based on their skill levels and determines whether or not the work will be accomplished in the same day or if additional resources or skills are needed to meet the objective.

Today at the Gartner BPM Summit in Baltimore, MD Bryan Wandel, Director of Information Technology, First United Bank will present how they leveraged Global 360’s case management solution to streamline their mortgage processing, corporate accounting and human resources managementprocesses. Mr. Wandel will share how First United Bank improved customer service, unified business operations, and increased their ability to respond to changing market conditions and government regulations.

On April 28, 2011 at the Gartner BPM Summit Dan Simpson, Chief Information Officer, Physicians Mutual, will present how they leveraged Global 360’s process and case management solution to significantly improve their claims management process by eliminating paper and reducing manual handoffs. Mr. Simpson will discuss how Physicians Mutual addresses both structured and unstructured processes and how they ensured success by approaching process improvement projects from the participant’s point of view.

Steve Russell, Chief Technology Officer, Global 360 said, “In most organizations 80% of processes are unstructured due to being document-centric and requiring a high degree of knowledge worker collaboration. Global 360 uniquely addresses both ends of the spectrum, enabling parts of a process to be highly structured and other parts to be user-driven. We also deliver all of the benefits of persona-based BPM including empowering all the people participating in processes to be more productive and maximizing business performance.”

As a BPM market leader on the Microsoft platform, Global 360 enables customers to leverage and extend their Microsoft investments in BizTalk®, Office®, Lync™, SharePoint®, and Visio®. Microsoft awarded Global 360 the 2010 Microsoft Partner of the Year for Information Worker Solutions. Global 360 is a Gold Certified strategic partner with Microsoft and one of the original members of the Microsoft Business Process Alliance.

For more information on the availability of Workforce Manager and the integration of Microsoft Lync into the Global 360 BPM suite, visit Global 360 at booth #2 at the Gartner BPM Summit April 27-29, 2011 at the Baltimore Marriott Waterfront hotel in Baltimore, MD or email Global 360 at [email protected]. View videos of how a financial services company used BPM to improve processes and their customer experience at http://www.Global360.com/Profiles.

About Global 360
With more than 2,000 customers in 70 countries, Global 360, Inc. is a leading provider of process and case management solutions. Global 360 is headquartered in Texas with operations in North America, Europe, Asia Pacific and South Africa. For more information, call 1-214-520-1660 or visit the company web site at www.Global360.com.

Nathaniel Palmer
Author: Nathaniel PalmerWebsite: http://bpm.com
VP and CTO
Rated as the #1 Most Influential Thought Leader in Business Process Management (BPM) by independent research, Nathaniel Palmer is recognized as one of the early originators of BPM, and has led the design for some of the industry’s largest-scale and most complex projects involving investments of $200 Million or more. Today he is the Editor-in-Chief of BPM.com, as well as the Executive Director of the Workflow Management Coalition, as well as VP and CTO of BPM, Inc. Previously he had been the BPM Practice Director of SRA International, and prior to that Director, Business Consulting for Perot Systems Corp, as well as spent over a decade with Delphi Group serving as VP and CTO. He frequently tops the lists of the most recognized names in his field, and was the first individual named as Laureate in Workflow. Nathaniel has authored or co-authored a dozen books on process innovation and business transformation, including “Intelligent BPM” (2013), “How Knowledge Workers Get Things Done” (2012), “Social BPM” (2011), “Mastering the Unpredictable” (2008) which reached #2 on the Amazon.com Best Seller’s List, “Excellence in Practice” (2007), “Encyclopedia of Database Systems” (2007) and “The X-Economy” (2001). He has been featured in numerous media ranging from Fortune to The New York Times to National Public Radio. Nathaniel holds a DISCO Secret Clearance as well as a Position of Trust with in the U.S. federal government.

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