Group Elite
Facilitating Change, Modernization,
and Customer Engagement Excellence
on a Global Scale

Verint Partner
Case Study

Headquarters
Laval, Quebec

About Group Elite
Group Elite is a leading provider of professional and managed services forimplementation, support, consulting and sales of contact center, workforce
management, and fraud and compliance solutions in North America, Europe,
the Middle East and Africa.
A Verint partner since 2017, the Group Elite team has a combined 500+ years ofexperience in contact center management, technical support, and back-office operations,with 80+ certified professionals on staff.
Group Elite delivers and manages Workforce Engagement Management (WEM)
solutions globally in the cloud, on premises, and via hybrid deployment models. Clients
receive support and maintenance through Group Elite’s 24/7 North American-based
Network Operations Center.
Group Elite specializes in large-scale global deployments with complex integrations,and has extensive experience supporting the Fortune 500. The firm also partners
with over 20 Verint reseller partners to provide white-glove support to their clients,
help them launch ASP models of Verint cloud solutions and to provide robust peer-to-peerknowledge exchange and support.
Group Elite: Our Experience is Your Advantage.

Better Together: Group Elite and Verint
Working with Verint and Verint partners, Group Elite has helped facilitate changeand system modernization for more than 300 customers.
To ensure high usability and return on investment, Group Elite offers an outcome-based
implementation and training approach. This model starts with an understanding ofbusiness drivers and pain points to understand how customers can best deploy andleverage Verint solutions.
Group Elite also offers “Quick Win” solutions, short and metric-driven solutions mapped
to the Verint Workforce Optimization solution suite. These 27 Quick Win consulting
packages are based on a comprehensive set of use cases such as First Contact Resolution,
Agent Churn, Self-Service Adoption, Customer Effort, Regulatory Compliance, etc. Thesetargeted engagements deliver clear and defined ROI.

Websitehttps://www.groupelite.com/

Group Elite and Verint want every client to maximize
their workforce engagement potential. As a Verint global
strategic partner, Group Elite focuses on enabling explicit
customer outcomes and a rapid return on investment.
– Shane Maguiness, Vice President of Global Partner Development, Group Elite.
Group Elite offers two products to support integration andmigration in and around Verint solutions.
• EliteSync automates WFM schedule changes fromwhat’s published to what really happened to ensure
contact center payroll accuracy.
• EliteKeep allows compliance-driven organizations
to switch call recording vendors by migrating their
old recordings to Verint or by keeping them safeand secure for their archival duration in the cloud.
To enable the Verint sales team and the Verint Connect
partner community at large, Group Elite also hosts
a popular webinar series as part of its commitment toindustry education.

Global Financial Services
Company Saves$600,000 Annually Via
Improved Compliance

Why Group Elite Partners
with Verint“Group Elite and Verint want every client to maximize theirworkforce engagement potential,” said Shane Maguiness,Vice President of Global Partner Development, Group Elite.
“As a Verint global strategic partner, Group Elite focuseson enabling explicit customer outcomes and a rapid returnon investment.”
Group Elite has a track record of solving 95% of support
inquiries in-house, and in those instances when we needassistance from Verint, they are very responsive, whichtranslates into fast time to resolution for Verint customers.
“Workforce Optimization is a ‘land and expand’ opportunity,
but that means every implementation has to go right.
Group Elite and Verint are committed to helping customers
get it right all the time.”

One global financial services company engaged Group Elite
to help support regulatory compliance and to specificallyaddress a costly issue. The core problem with its existing
scenario was that agents were required to code bankruptcy
interactions through call dispositioning, thus triggering
legal proceedings. Each incorrect or missing code
could result in $25,000 in fines per month. Leveraging
Verint Speech Analytics™, Group Elite leveraged custom
data to categorize these calls and to trigger agent coachingwhen codes were missing. This four-week engagement
saves the company $600,000 per year.

Learn more atwww.verint.com

Americas

Europe, Middle East & Africa

Asia Pacificinfo@verint.com

info.emea@verint.com

info.apac@verint.com

1-800-4VERINT+44(0) 1932 839500+(852) 2797 5678

verint.com
twitter.com/verint
facebook.com/verint© 2021 Verint Systems Inc. All marks referenced herein are trademarks, registered or otherwise, of Verint Systems Inc. (“Verint”), its subsidiaries, or its respective licensor owners.
All Rights Reserved Worldwide. Unauthorized use, duplication, or modification of this document, or any part, without the written consent of Verint is strictly prohibited. By providing
this document, Verint is not making representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without
notice. Features listed in this document are subject to change and not all functionality is available in all configurations. 04.2021

blog.verint.com