We are often asked about how the Employee Interaction Center fits into SAP’s Shared Service model as we as the integration with Human Capital Management (HCM). The Employee Interaction Center (EIC) is a centralized call center application that is part of SAP’s shared services offering. It delivers employee information to your contact center agents and empowers them to capture the details of an interaction with an employee. It is built on the Interaction Center WebClient (IC WebClient) platform.
- EIC integrates with the following subcomponents of SAP ERP HCM: the employee and manager portals in SAP ERP (formerly called Employee Self-Service and Manager Self-Service [ESS and MSS]), HCM Processes and Forms, and Personnel Administration.
- EIC with SAP ERP 6.0 delivers out-of-the-box integration with existing portal roles through self-services. An employee can contact an EIC Agent directly from the employee or manager portals in SAP ERP via a Web request. The employee simply clicks a link and completes a Web-based customizable service form to initiate the request. This will generate an automatic workflow to the EIC Agent’s inbox. An agent can also excute and ESS or MSS service on behalf of an employee from the EIC application.
- The Employee Interaction Center offers tight integration with HCM Processes and Forms as of EHP2. This allows an EIC agent to trigger or execute an HR process with pre-defined workflows, approval steps, and pre-populated data directly from the EIC application. A common example provided by SAP is the birth of an employee’s child but any process could be incorporated.
- The Employee Interaction Center can connect with any HR transaction or Web Application and make it available for agents on the navigation bar. With this functionality, EIC agents can access SAP transactions such as Maintain HR Master Data, an internal website, or a BI query.
We will follow up in the coming months with more of the “how” each of these is done as there is not a lot of information regarding the Employee Interaction Center available at this time.