Employee Interaction Center in CRM

[Former Member]

Hello Everybody,

can anyone give me a hint what is required to get this running in a SAP CRM environment?

I read that you can easily run that in a CRM system instead of the ECC system as the CRM implementation would be more beneficial. Unfortunately I didnt find any documentation what is required besides the obvious things (ALE Linkage, Integration with ERP). Are there any specific steps required for that integration.

Especially is it really more beneficial that an ECC only approach?

BR

Christian

[Former Member · Accepted solution]

Hi

Customer Interaction Center , which is used as user interface for EIC is a bigger solution in CRM than in ERP.

It has o lot more functionalities.

In CRM to configure EIC you have to configure in SPRO Customer Interaction Center node and Employee Interaction Center node.

Regards

Radek

[Former Member]

Thank you for the clarification. In that case it is the correct approach to go with the EIC within CRM.

Best Regards

Christian

[Pazahanick_Jarr]

It is definitely an easier implementation to set up EIC within ECC than CRM especially if you dont already have CRM installed.

This was some analysis I did about 2 years ago so it may be slightly dated

Both options offer the following functional scope:

u2022 Multi Channel Communication Integration

u2022 Knowledge Management

u2022 Contact and Request Management (Activity tracking, contract history)

u2022 HR Data Processing (display/change HR Master Data)

u2022 On behalf Execution (Self-Services u2013ESS/MSS)

u2022 Central Repository (Inbox) for EIC Agents

u2022 Agent facing productivity tools

u2022 Service Level Agreements

u2022 Transaction Launcher

Additional Advantages when Deploying EIC in HCM

u2022 Reduce total cost of ownership

u2022 No master data exchange needed

u2022 No need to use Application Link Enabling (ALE) communication

u2022 Personnel master data changes are available real time

u2022 Out of the box integration into HCM processes and portal roles (ESS, MSS, HR Administrator Services)

u2022 No separate system landscape required (CRM)

u2022 Easier to support due to one system structure (EE Number and Infotype)

u2022 Autorization

u2022 Integration with HCM Processes and Forms

Additional Advantages when Deploying EIC in CRM only

u2022 BPO and multi-tenancy

u2022 Campaign Management (internal marketing opportunities)

u2022 Advanced email response management

u2022 Interactive scripting

u2022 Advanced request handling

o Billable Services

o Advanced case management