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Contact Us

Services 

Contact a services consultant today to scope your next project

System Design & Architecture

Designing the Perfect Solution

Project Management

Certified Project Managers

Implementation Services

Engineers to implement your project

Application Training

End-user and Specialized Training

Support & Maintenance

24/7/365 Support Team

Business Consulting

The best call center consultants in the industry

System Design & Architecture

System Design & Architecture

Our experienced staff have designed solutions on various platforms. Whether you have easy requirements or need requirements for a complex multi-site call center, our team will help you:

  • Understand features across various platforms
  • Achieve results with a new platform
  • Bridge the gap: Translating features from old platforms to a new one
  • Protect or archive call recording data from your retiring system
  • Work with your Information Security (InfoSec) team for system verification and internal approval
  • Provide system diagrams and architectural layout to start a new call center project
  • Create solution design documents for project kickoff

Verint ACD Integrations to Support:

  • Verint and Alcatel
  • Verint and Aspect
  • Verint and Asterisk
  • Verint and BT
  • Verint and Avaya
  • Verint and Cisco
  • Verint and Etrali
  • Verint and Genesys
  • Verint and Huawei
  • Verint and IpTrade
  • Verint and Interactive Intelligence (Genesys)
  • Verint and Mitel
  • Verint and NEC
  • Verint and Siemens
Project Management

Project Management

Project Management 

Our project managers will help you create a call center project plan and a call center statement of work.  Our project management team easily adapts to your requirements and leverages Call Center Agile and Call Center Waterfall methodologies.  The team uses PMI Standards and will help your team through:

  • Initiation
  • Planning
  • Execution
  • Monitor & Control
  • Closure

We know what it's like to run call center technology projects and are here to see you succeed.

Implementation Services

Implementation Services

Implementation Services

Group Elite provides complete implementation services for on-premise and cloud-based call center projects.  Our Services Engineers have an average of 10+ years of experience on all our solutions.  Choose Group Elite if you are looking for:

  • Smooth cut-overs between versions or new installations
  • Dedicated resources and assigned engineers that work from the beginning of the project to the end
  • Structured escalation process for quick resolution of issues

We deliver an unmatched ability to deliver on all aspects of the project cycle.

  • Setup internal test or lab environments
  • Install highly available or redundancy across data centers
  • Robust testing through User Acceptance Testing (UAT) standards
  • Site Acceptance Testing (SAT)
  • Quality Assurance (QA) testing
Application Training

Application Training

Application Training

Our training team utilizes their operational experience and expertise to deliver training focused on adoption.  We create onsite and virtual call center application training options that provide you the expertise needed to succeed and is delivered based on your internal processes and resources to:

  • Gain knowledge or call center refresher training for seasoned users
  • Meet specific business goals (FCR, AHT, Sales, NPS)
  • Comply with call center industry regulations
  • Comply with call center union standards

Each member of the team are active in the Quality Assurance and Training Connection (QATC) and the Society of Workforce Planning Professionals (SWPP).  They focus on real scenarios and incorporate call center consulting for:

  • Call Center Operational Efficiency
  • Call Center Scheduling Ideas
  • Call Center KPI Dashboard Development
  • Call Center KPI Creation
  • Call Center Agent Performance Dashboards
Support & Maintenance

Support & Maintenance

Support & Maintenance

Group Elite’s certified Engineers and Technicians can support your team or be your support team.  We can create flexible maintenance agreements that provide you with the assurance that you will be taken care of.

24/7/365 Network Operating Center (NOC)

  • Staffed in North America
  • Single point of contact
  • Can coordinate consulting services to assist with new projects

Our support and maintenance team Protect your software investment and can also assist with:

  • Verint HFR Installation (Hot Fix Releases)
  • Verint Patches
  • Verint License Additions
  • Verint Certificate Renewals
  • Verint Data Restoration
Business Consulting

Business Consulting

Business Consulting

Our consulting services are white-glove projects based on a hands-on, tailored agenda to meet your business needs.  We are a diverse and dynamic group that provides training and offer best practice suggestions, from real world environments, to use in developing, deploying and administering your needs.  Consulting includes:

  • WFM Consulting
  • QM Consulting
  • Speech Analytics Consulting
  • Process Improvement Consulting
  • Compliance and Security Adherence
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How can we help you?

Let’s talk and evaluate your current contact center technology with your future needs. 

Get support for a solution
Contact a contact center specialist

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ABOUT US

  • Careers
  • Contact Us
  • Global Offices
  • Leadership Team
  • Partners

OUR EXPERTISE

  • Contact Centers
  • Fraud & Compliance

OUR SERVICES

  • System Design & Architecture
  • Project Management
  • Implementation Services
  • Application Training
  • Support & Maintenance
  • Business Consulting

Our Partners

  • Verint Systems

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