New PeopleSoft CRM solution delivers best practices, unmatched usability to workforce management in the Middle East

PeopleSoft HelpDesk, designed for IT operations, and PeopleSoft HelpDesk for Human Resources now incorporate breakthrough CRM analytics, comprehensive service level management functionality, and enhanced usability and configurability.

"PeopleSoft has become a leader in help desk technology by applying our CRM expertise to HR and IT operations," said George Ahn, group vice president and general manager of PeopleSoft CRM. "With our new releases, we are raising the bar with expanded functionality, integration, and unmatched usability, to optimize the help desk experience for both service agents and employees."

PeopleSoft CRM 8.9 HelpDesk for Human Resources
PeopleSoft HelpDesk for Human Resources enables human resource specialists to quickly manage and resolve employee HR issues in real time. The new release delivers extensive out-of-the-box integration points to an organization's HR systems. As a result, service providers can see and modify relevant employee information such as benefits, payroll and contact information, and recent HelpDesk interactions - all in real time through PeopleSoft's 360-Degree View page.

New functionality delivered with PeopleSoft Enterprise CRM 8.9 HelpDesk for HR includes:

• Service Level Management: HR organizations can now deliver prioritized support defined by multiple factors including employee status, department, role, contact method, and severity of case. They can also determine appropriate response times, communicate commitments to key stakeholders, and track and report on service satisfaction. This new functionality enables organizations to increase service levels and reduce costs through better task prioritization and insight.
• Knowledge Management: The new release provides employees and service providers with a number of tools that streamline service delivery by increasing information search accuracy. Embedded tools include a thesaurus, an advanced spell-checker, and the ability to access external content from web sites or file systems. Companies can also increase help desk automation by leveraging integration with the iPhrase Contact Classification Server (formerly Banter Server), available through PeopleSoft's partnership with iPhrase Technologies, Inc. This industry-leading Natural Language Processing (NLP) technology understands the content of documents, emails, and chat messages, providing self-service users with access to information and significantly increasing service providers' ability to quickly and accurately respond to workforce inquiries.
• Prescriptive Analytics: PeopleSoft Enterprise CRM 8.9 HelpDesk for HR includes PeopleSoft's new analytic framework, PeopleSoft Prescriptive Analytics. This groundbreaking decision engine takes analytics from predictive - the identification of workforce behavior and expected outcomes - to prescriptive - taking knowledge and turning it into informed action. The embedded analytics enable HR service providers to more effectively solve cases by guiding them to take the most appropriate actions during interactions with employees.

PeopleSoft Enterprise CRM 8.9 HelpDesk
PeopleSoft HelpDesk automates the support of IT systems and assets. The new release offers the same Service Level Management, Knowledge Management, Prescriptive Analytics, email and chat enhancements, and improved usability, navigation and configurability delivered with PeopleSoft CRM 8.9 HelpDesk for Human Resources. PeopleSoft Enterprise CRM 8.9 HelpDesk delivers the following additional functionality:

• Change Management Enhancements deliver increased functionality for change requests, best practices support, standard and urgent process flows, and multidimensional reporting.
• Asset Management Integration Framework enables integration between the HelpDesk and third-party assets for diagnostic monitoring. The new framework gives agents real-time insight into the assets they support.
• Systems Management Integration Framework enables organizations to connect their infrastructure management applications such as network, performance, and capacity monitors. This new framework gives agents insight into critical IT applications for proactive systems management.
• SmartViews Reports provide agents and HelpDesk management comprehensive reporting views so they can track defined goals and objectives. The reports enable organizations to refine service processes and perform root-cause analysis.