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Posted by Connie Moore on March 19, 2012
As momentum builds for dynamic case management (DCM), confusion reigns about where it fits in the BPM landscape. It’s a divisive issue, especially when a vendor has both a traditional BPM suite (BPMS) and a DCM product line (like IBM) or when the BPMS vendor hasn’t moved quickly to embrace case management (like Oracle). If, as a vendor, you have an abundance of BPMS riches, you haven’t seriously considered DCM, or if you are a BPMS buyer, it’s time to take DCM seriously.
Dynamic case management is the future of BPMS; vendors ignore it at their peril. Why? Simply put, it is more flexible, adaptable, and people-centered than the products that have come before. Just as integration-centric BPMS vendors added human capabilities to remain competitive — Software AG is a good example — today’s BPMS vendors must add DCM to meet the demand for new systems of engagement.
Forrester has written extensively about transforming processes from the outside in, starting with the customer experience. Once you do this, it’s clear that many systems of engagement require a strong BPMS that supports employees to the max by giving them the power to make decisions and change the routing of work on the fly. These processes also require analytics — not just for optimization, but also during runtime to help employees make better decisions. These decisions also require unstructured information, like loan documents and customer onboarding documents. Guess what? I just described a DCM solution.
Here’s the BPMS landscape in three years:
What should a buyer do?
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