Make the Most of the Employee Interaction Center with an Effective Organizational Structure

  • by Jarret Pazahanick, Managing Partner, EIC Experts
  • Chandan Gopalani, Managing Partner, EIC Experts
  • January 15, 2009
Learn how to best create the organizational structure within the Employee Interaction Center (EIC) in SAP ERP 6.0.
Key Concept

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.

Jarret Pazahanick

Jarret Pazahanick is an SAP Mentor, Human Capital Management (HCM) Certified Consultant, and Managing Partner of EIC Experts who has specialized in SAP HCM since 1998. He is a subject matter expert in US Payroll, Employee Interaction Center (EIC), and Enterprise Compensation Management (ECM). Over the past 14 years, Jarret has completed 20 high profile, full life cycle SAP HCM implementations for global Fortune 1000 companies. He is SAP HCM certified and ASAP certified; author for HR Expert, CloudAve, and ASUG News; and a moderator, blogger, and gold-level contributor on the SAP Community Network.

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Chandan Gopalani

Chandan Gopalani is a senior SAP HCM technical consultant with over 18 years of experience working on SAP projects across various industries and clients since 1995. He is co-founder of EIC Experts and specializes in Organization Management, Employee Interaction Center (EIC), US Payroll, Enterprise Compensation Management, ESS/MSS, Personnel Administration, Benefits, CATS, Finance, and Sales & Distribution. He is ABAP certified and ASAP certified, as well the author of several HR Expert article. He is currently working as an ECM consultant for a Fortune 50 client.

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