Automation of a Shared Service Centres — HR SSC
services employee requests HR SSC staff performance employee requests
HR SSC staff performance
Automate a request management system in relation to requests submitted by employees of the HR Shared Service Center (HR SSC) and implement a contact center based on Cisco UCC, Cisco Finesse.
The HR Function needed to increase efficiency of the HR Shared Service Center (HR SSC) and automate the business process to the maximum extent possible, thus minimizing routine activities. The Shared Service Center is a state-of-the-art model of HR Function. For employees, the SSC means high quality, convenient and prompt HR services. For the company – it is a powerful tool to improve efficiency of HR Function.
A separate task was to provide access to the SSC services via smartphones / tablets for employees who, by their trade, do not have PCs. During the project, Cisco, Microsoft, HPSM solutions were used. Additionally, chatbots were created in Viber and Telegram to get services and / or advice without having to contact the Contact Center. Using a chatbot, employees can quickly and easily check an attendance time sheet, get information about the remaining days of vacation, request a pay slip, order a certificate from the place of work or a copy of the employment record book, and inform about a sick leave.