HR Agent Workspace
a single-pane view to manage service requests
HR Service Management/Delivery and the Platform as Company’s foundation, you can boost employee productivity and engagement and scale enterprise service management while reducing costs.
Case and Knowledge Management
Finding the right answers and knowing where to go for help is foundational to employee productivity. With Case and Knowledge Management, HR and shared services teams can capture “tribal knowledge” and valuable information that resides across individuals and teams, and transfer knowledge effectively across the organization to employees when they need it, on any device.
To provide employees with a streamlined service experience that meet employee expectations, HR and shared services also need a dedicated solution that provides the right context, guidance, and insight on how to quickly resolve employee inquiries.
Key features and benefits for Case and Knowledge Management include:
Employee Relations
effectively manage complex employee cases
HR Knowledge Management
provide a searchable, standard knowledge base of HR policies, procedures, and articles
Knowledge Blocks
simplify authoring and consumption of knowledge
HR Centers of Excellence
organize HR data, services, processes
Visual Task Boards
provide a real-time view of all cases, SLAs, and agent workloads to track against performance
Service Catalog
give employees a menu of services to choose from
Bulk case creation
save time in creating cases for groups of employees
HR dashboards and reports
view metrics on employee satisfaction, case trends, and SLAs
Employee Center
Providing a single place for employees to find information, with access to the right apps and information they need to work, is critical to the employee experience. Employees expect to be able to go to one place to get help from their organisations – whether it’s HR, IT, Workplace Services, Legal, or Procurement. Employees who have the ability search to for information across the enterprise, and a single service experience across all departments, are able to be more productive and engaged.
Unlike legacy intranets or siloed departmental portals, the Employee Center provides employees and cross-functional teams with a unified experience that makes it easier to get help, collaborate across departments, and find the right information quickly.
Key features and benefits for the Employee Center include:
Enterprise Onboarding and Transitions
Organisations can build workflows that extend across HR and other departments, and guide employees and managers on what they need to do through a consumer-grade experience. Using intuitive no-code builder tools, HR admins and business analysts can get full visibility on cross-departmental processes end-to-end, effectively coordinate resources across teams, and assign the right activities, systems, and tasks that enable employees and managers to focus on their work and remain productive.
Mobile and Mobile Agent Apps
Organisations can remove the friction from everyday work, and make it easy for your employees to find answers and get help across every department, (HR, IT, Workplace Services, Finance, and Legal) directly from the Mobile app. Organisations can reduce case resolution times by making updates on-the-go and harnessing the power of AI with the Platform Mobile Agent app for HR Service Delivery. Both apps are available for download on the Google Play and Apple iOS stores.
Now Intelligence for HR Service Delivery
To adapt to today’s work environment, employees, managers, and leaders must constantly find ways to work smarter and make the right business decisions using analytics, AI, and machine learning. With Intelligence, Platform provides customers with access to analytics, AI search, machine learning, and virtual agents with Natural Language Understanding (NLU) to surface recommendations that help employee resolve their inquiries faster, while easing the burden on HR agents. Platform Intelligence solutions include:
AI Search for HR Service Delivery
Virtual Agent for HR Service Delivery
Predictive Intelligence
Performance Analytics for HR Service Delivery
Employee Document Management
Organisations can provide a secure, paperless, and complete view of all employee documents from hire to retire with Employee Document Management. Organisations can quickly capture, store, and configure retention and security policies for all employee documents across multiple locations. Organisations can also maintain compliance with the ability to audit and automating the purge and deletion of documents within a set period of time.
