Integration Options

We are often asked about how the Employee Interaction Center fits into SAP’s Shared Service model as well as the integration with Human Capital Management (HCM).

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 execute 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.