Learn how to best create the organizational structure within the Employee Interaction Center (EIC) in SAP ERP 6.0.
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. SAP delivers two deployment options for running IC WebClient: SAP ERP 6.0 and SAP Customer Relationship Management 2005 (SAP CRM 2005). SAP recommends SAP ERP 6.0 (with enhancement package 2 or higher) for companies that plan to use SAP ERP HCM Processes and Forms as part of the shared services delivery.
The Employee Interaction Center (EIC) organizational structure serves as the foundation for the creation of an effective shared services center. Existing documentation on the EIC does not provide specific details about its organizational setup. We will fill this knowledge gap for you if your company is in the process of implementing EIC, and also enable potential EIC clients to get a head start setting up a working prototype.