End-User Service Delivery(continued) New or Enhanced Functionality Business Benefits Self-Service(continued) Project self-service relies on Collaboration Projects(cProjects suite, Providing an appealing, easy-to-use interface for project leads and project team members. Please refer to the end of this table (last paragraph in"Support for Role-Based Access") for further information anagement of Employee Interactions Employee interaction center(EIC) helps employees and HR a Increases employee satisfaction as it makes it easy to ensure that staff interact more efficiently through a central point of contact each employee receives prompt, personalized answers to issues for HR requests. Employees have access to a single, unified source or requests, resulting in increased employee satisfaction. It also of information, and ElC agents and HR staff can easily access ensures that HR employees have access to the tools and informa- information and tools to deliver consistent, personalized services tion needed to deliver high-quality service. across multiple communication channels ElC functionality includes: a Contact management provides functions that allow HR staf Reduces HR costs and increases productivity by providing HR generalists with the tools they need to resolve issues quickly on to manage and process all information about employee requests first contact. As a result, HR employees have more freedom to as well as track contact history focus on strategic, value-added initiatives with a greater potential a Activity and case management enables HR staff to record impact on the bottom line and process each procedural step and follow-up activity for individual employee requests. In addition, it helps HR staff to combine related requests into a single follow-up procedure, a Improves service levels as it provides managers with tools to which improves overall staff efficien monitor the contact-center environment in real time, allowing them to react immediately to meet business needs and define the Knowledge management provides the HR department with way that information requests are routed through the enterprise telligence to improve contact-handling efficiency This increased insight and responsiveness helps organizations and expedite resolution of employee requests. maintain the highest service levels for HR Analytics provides analytical functions that help managers identify opportunities to increase efficiency and employee tisfaction, optimize the interaction center's efficiency, evaluate a Workflow management supports escalation and routing rules to help managers define which supervisors, support staff, and departments should receive various incoming requests. This functionality ensures that service commitments are fulfilled as quickly and efficiently as possible Alerts and scripting provide functions that notify HR staff of open requests and guide them through business processes that comply with corporate standards a Authentication call of self-services allows EIC agents to execute self-service transactions on behalf of employees12 End-User Service Delivery (continued) New or Enhanced Functionality Business Benefits Self-Service (continued) Project self-service relies on Collaboration Projects (cProjects) suite, providing an appealing, easy-to-use interface for project leads and project team members. Please refer to the end of this table (last paragraph in “Support for Role-Based Access”) for further information. Management of Employee Interactions Employee interaction center (EIC) helps employees and HR staff interact more efficiently through a central point of contact for HR requests. Employees have access to a single, unified source of information, and EIC agents and HR staff can easily access information and tools to deliver consistent, personalized services across multiple communication channels. EIC functionality includes: • Contact management provides functions that allow HR staff to manage and process all information about employee requests as well as track contact history. • Activity and case management enables HR staff to record and process each procedural step and follow-up activity for individual employee requests. In addition, it helps HR staff to combine related requests into a single follow-up procedure, which improves overall staff efficiency. • Knowledge management provides the HR department with enterprise intelligence to improve contact-handling efficiency and expedite resolution of employee requests. • Analytics provides analytical functions that help managers identify opportunities to increase efficiency and employee satisfaction, optimize the interaction center’s efficiency, evaluate return on investment (ROI), and ultimately reduce costs. • Workflow management supports escalation and routing rules to help managers define which supervisors, support staff, and departments should receive various incoming requests. This functionality ensures that service commitments are fulfilled as quickly and efficiently as possible. • Alerts and scripting provide functions that notify HR staff of open requests and guide them through business processes that comply with corporate standards. • Authentication call of self-services allows EIC agents to execute self-service transactions on behalf of employees. • Increases employee satisfaction as it makes it easy to ensure that each employee receives prompt, personalized answers to issues or requests, resulting in increased employee satisfaction. It also ensures that HR employees have access to the tools and informa￾tion needed to deliver high-quality service. • Reduces HR costs and increases productivity by providing HR generalists with the tools they need to resolve issues quickly on first contact. As a result, HR employees have more freedom to focus on strategic, value-added initiatives with a greater potential impact on the bottom line. • Improves service levels as it provides managers with tools to monitor the contact-center environment in real time, allowing them to react immediately to meet business needs and define the way that information requests are routed through the enterprise. This increased insight and responsiveness helps organizations maintain the highest service levels for HR