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March 20, 2011 - This blog is currently outdated as there are 3 deployment options and newer technology please reach out to me with any questions.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