iResolve

Effective Human Resource (HR) service centers provide employees with access to information and personalized advice from staff experts. From employee data views, management analytics, knowledgebase access and case management, to fulfillment and global reporting, iResolve supports all service center operations to provide a cost-effective alternative to outsourcing. Employees access one source for all of their HR, benefits, payroll, and other information.

Employees can access information through Oracle Self-Service and can call the service center to ask questions. Depending on the employee’s preference, the service center provides information via email, phone, fax or mail. Customer service specialists have access to combined data from multiple sources for consistent information delivery.

With iResolve, the customer service specialist can efficiently and comprehensively respond to a caller’s inquiry using this knowledgebase. Case managers expedite workflow and reduce time to resolution through case assignment, reassignment, detailed notes and access to expert systems, if necessary. Service center managers identify issues quickly through standard case, performance, call and threshold reporting.

iResolve also provides drill-down, real time reports so managers can identify areas of improvement and gauge the productivity of the service center. Functional experts can be brought in for escalated case review, plan and policy expert interpretation, and assistance.