Automation of a Shared Service Centres  — HR SSC




are available to users in the system
3 K+

employee requests 

are handled by the Contact Center on a monthly basis

+ 48%

HR SSC staff performance

has increased

30 K+

 employee requests 

are received via Viber | Telegram chatbots




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.


  • Cisco Finesse is an application for operator and supervisor desktops in a contact center. It provides quick access to information systems and data necessary for operators to serve customers.
  • Cisco Unified Contact Center is a solution that enables you to integrate inbound and outbound voice applications with Internet applications, including real-time chat, web collaboration, email and social networks
  • Cisco MediaSense is a technology component that is used by system integrators in unified communications and contact center projects.
  • Micro Focus ITSM is a platform to manage IT services.



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.