PeopleSoft helpdesk software unites HR and CRM

PeopleSoft has rolled out its HelpDesk for Human Resources solution, which aims to marry customer relationship management with...

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.

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