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Employee Interaction Center
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News & Events
December 2011
Listen to Jarret Pazahanick discuss the best options for using EIC and shared services for your company
November 2011
Large Law Enforcement agency in the UK goes live with EIC with the help of EIC Experts
November 2011
Shared Services Framework with EHP6 is in Ramp Up Status
September 2011
EIC Experts published their 8th HR Expert Article called ESS Web Requests and EIC
August 2011
Managing Partner Jarret Pazahanick was recently honored to be selected to the SAP Mentors program
May 2011
EIC Experts published their 7th HR Expert article called Understanding the Deployment Options for SAP EIC.
February 2011
Major Pharma company goes live with their Global SAP EIC Implementation with help from our experienced EIC consultants.
January 2011
EIC Experts releases a Podcast about the Employee Interaction Center[Click to Listen]
Publications
Articles authored by our consultants for HR Expert and CRM Expert publications.
- Using Self-Service Requests to Make the Most of Your Employee Interaction Center
- SAP Employee Interaction Center (EIC) Deployment Options
- SAP ERP EIC Authorizations with Enhancement Package 4
- Using Standard Email Response Templates in EIC
- What's new and exciting in Enhancement Package 4 for EIC
- Improve Your HCM EIC solution Using BW queries and custom reporting
- A Guide to implementing screen pop for EIC with CRM 7.0
- Make the most of your EIC with SLA Agreements
- Make the most of your EIC with an effective organizational structure
About ERP-EIC
The Employee Interaction Center (EIC) is a centralized call center application that is a key 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.
SAP supports multiple types of communication channels. Employees can contact the Employee Interaction Center by phone, email, chat or web request.
SAP strategy is to use the ERP Employee Interaction Center solution for customers that are looking to only implement a Human Capital Management shared services center.
You have already chosen SAP Human Capital Management. Implementing the Employee Interaction Center will allow you to get additional ROI for your overall investment with no additional licensing costs.
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.
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