PeopleSoft has rolled out its HelpDesk for Human Resources
solution, which aims to marry customer relationship management with
human resources applications.
The HelpDesk Internet HR service integrates PeopleSoft's CRM and
Human Capital Management solutions to give HR workers a complete
view of every employee's case history and HR data.
"You call one central number and let processes and technology route
you to the right individual that has the competency to answer that
question," said Hanif Ismail, PeopleSoft's director of global human
capital management business strategy.
"We are taking customer-facing practices and applying it internally
to the workforce. This further underscores the convergence of the
front-office and back-office applications."
HR personnel will also be able to access and update a knowledge
base of HR solutions to find answers and automatically pass along
knowledge to other specialists. The offering also includes a
self-service component that will allow employees to solve their own
problems and enable HR to focus on more strategic initiatives to
boost workforce satisfaction and productivity.
PeopleSoft HelpDesk for HR is expected to be available early next
year.