Enwisen, the leader in Software-as-a-Service solutions that help employers provide better HR services with fewer resources, announces AnswerSource HR Shared Services 4.0, providing an even richer HR shared services environment for fast, accurate, and consistent resolution of employee issues, faster customer services-rep (CSR) ramp-up and lower annual costs per employee for HR services.
New Features and Enhancements Include:
Richer integration with Enwisens industry-leading AnswerSource HR Knowledgebase:
–CSRs can instantly access personalized answers to employee questions.
–Powerful emulation mode enables CSRs to view knowledgebase exactly as caller sees it.
–Employees can submit questions from anywhere in the knowledgebase, accessed via Enwisens or other HR portal, with links that point CSRs directly back to the question source.
–CSRs can attach solution links directly to case resolutions so callers can review answers directly from the knowledgebase.
–New Web 2.0 interface provides an intuitive desktop experience presenting workflow in way people are used to working enables CSRs to manage multiple case tabs without losing views or waiting for page refreshing.
–A variety of graphical chart and dashboard analytics provides rich case load perspectives for CSRs, managers, HR staff, and administrators.
–Ability to filter tickets by Knowledge Domains makes it easier to assign topics to CSRs with specific domains of expertise and directs sensitive cases to restricted domain experts.
–A complete historical view of employees current and past service center communications.
Enwisen supports a best-practices, multi-tier model of HR service delivery in which employees access our knowledgebase to resolve their own issues 80-90% of the time in Tier Zero, said D.J. Chhabra, Enwisens president. “And now, Tier 1 service center support, via AnswerSource HR Shared Services 4.0, provides further efficiencies to help our customers benefit from Enwisens main value proposition to transform HR by improving the delivery of HR services while reducing the costs, and redirecting HR talent.”
For more information on Enwisen, please visit www.enwisen.com
Matt Lafata, HRchitect