Engage your employees anytime, through any channel
Empower your employees to contact Human Resources through their preferred communication channels, be it voice, email, Web chat, SMS, or messaging apps such as WhatsApp or Facebook Messenger integrated out-of-the-box with ECSC. Use the power of AI to drive efficiency with a chatbot.
Overview
Increase employee satisfaction
Match employees with the best-suited HR business partner using skills-based routing to increase first-contact resolution and employee satisfaction. Whether they reach you by phone, email, chat, SMS, or messaging apps, your employees get a consistent, satisfying experience.
Drive Efficiency
Achieve 30-50% cost reduction in customer care by automating conversations and increasing agent efficiency; compared to voice support, you can reduce your costs by up to 30%.
Easily Enable Work From Home
Use organizational resources outside the walls of your HR department, such as HR business partners working from alternative locations or from home, to create a virtual team of HR business partners.
Details
Solution Type
Extensions and Add-ons
Industry
Cross-Industry, Retail, Consumer Products, Utilities, Travel and Transportation
Compatibility
Works with
SAP SuccessFactors Employee Central
Features
Handle Employee Inquiries With Voice/Telephony
Let employees reach HR by phone and route calls to HRBPs based on skills and availability. A built-in softphone provides buttons for mute, hold, transfer, consult, conference, etc. HRBPs can also make outbound calls and handle callback requests from eployees. Calls can be recorded.
Use Social Messaging and Two-Way SMS Conversations
Have conversations with employees on their preferred messaging channel. Let employees chat with agents from a website, Facebook Messenger, WhatsApp, and SMS. Power conversations by Chatlayer’s Natural Language Processing so your bot can understand and communicate with employees 125+ in languages.
Embed Contact Center in Business Applications
Leverage the prebuilt integration with SuccessFactors Employee Central Service Center by putting communication tools conveniently right where HRBPs need them.
