Background

There has been a lot of confusion in the marketplace as SAP delivers two deployment options for running IC Web-Client — SAP ERP 6.0 and SAP CRM 2005.  Our goal in this document is to clarify the key differences between the two.

Analysis

Depending on the SAP landscape, clients can use the IC WebClient with either application to operate an HR Shared Service Center. The IC WebClient with SAP CRM 2005 has been available as a standard solution since 2005.  The integrated IC WebClient is available as a standard solution with the ECC 6.0 release.

Deployment Options

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Comparison

Both options offer the following functional scope:

  • Multi Channel Communication Integration
  • Knowledge Management
  • Contact  and Request Management (Activity tracking, contract history)
  • HR Data Processing (display/change HR Master Data)
  • On behalf Execution (Self-Services –ESS/MSS)
  • Central Repository (Inbox) for EIC Agents
  • Agent facing productivity tools
  • Service Level Agreements
  • Transaction Launcher

Additional Advantages when Deploying EIC in HCM

  • Reduce total cost of ownership
  • No master data exchange needed
  • No need to use Application Link Enabling (ALE) communication
  • Personnel master data changes are available real time
  • Out of the box integration into HCM processes and portal roles (ESS, MSS, HR Administrator Services)
  • No separate system landscape required (CRM)
  • Easier to support due to one system structure (EE Number and Infotype)

Additional Advantages when Deploying EIC in CRM only

  • BPO and multi-tenancy
  • Campaign Management (internal marketing opportunities)
  • Advanced email response management
  • Interactive scripting
  • Advanced request handling

    • Billable Services
    • Advanced case management

Solution 

The “best” solution for the customer depends on their business needs, upgrade strategy and project scope.

March 20, 2011 – This blog is currently outdated as there are 3 deployment options and newer technology please reach out to me with any questions.

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5 Comments

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  1. Robert Max
    Jarret,
    The Interaction Center appears to have a variety of appearances and capabilities depending on the user’s role and the application utilizing the Interaction Center.   We have been using the version that comes with CRM 2007 (a.k.a. 6.0)for a Telephone Sales Center and are ready for the version that comes with CRM 7.0.   I am beginning to explore using the CRM 7.0 Interaction Center for an Application Managed Services – Service Desk as an alternative to the version that comes built into Solution Manager 7.0 EhP1.

    Have you been able to evaluate the interaction center in Business Suite 7.0?   HR and CRM are both components of that suite.   Do the different applications share a common version of the interaction center together?  Do the differences you have described between EIC and CRM IC still exist?

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  2. John Burton
    Hell Jarret,

    Nice blog entry. One additional VERY important point to mention would be that SAP’s strategy going forward is to include EIC as part of the Shared Services Framework, using the SAP CRM Interaction Center. This allows companies to use the Employee Interaction Center in conjunction with other shared service functionality such as IT Help Desk and Accounting/Finance Interaction Center from the same user interface and business role (e.g., profile).

    As per SAP note 1256691, the HCM EIC product will not be further enhanced.

    Warm regards,
    John Burton

    Director Product Management
    SAP CRM Interaction Center

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    1. Jarret Pazahanick Post author
      Thanks for the kind words John.

      I have recently posted another blog on EIC as well which goes into a little more detail on the product and its integration.

      Employee Interaction Center (EIC) Integration with HCM

      As a side note, we are seeing many customers in the marketplace utilize ERP EIC as their business strategy requires only an Employee Interaction Center for HR only. (this is mentioned in the note as well)

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