An important part of Zalaris’ core business is designing and operating shared service centres.   At the core of organising an effective process based service centre is implementation of SAP Employee Interaction Centre based on SAP CRM and the SAP Shared Services Framework.   This can be combined and integrated with the SAP Business Communication Manager (BCM) framework that integrates telephony with CRM.

SAP Interaction Centre supports incoming Service Requests through multiple channels, including telephone, e-mail or web based forms.   The status of an individual’s Service Requests can be monitored through Employee or Manager Self Service (ESS/MSS).