Why Managed Services Offering (MSO)
Group Elite’s revolutionary Managed Services Offerings (MSO) operate in the Verint environment and allow our customers to focus on running their business, not worrying about whether their Workforce Optimization Solutions are up and running, or, perhaps more importantly, providing maximum continuous value to your business.
What are the risks, liabilities or exposure to your business if calls are not reliably recorded and archived? With defined Service Level Agreements, a fully staffed, live-person 24 x 7 x 365 Network Operations Center and proprietary monitoring tools, you can be assured that not only will we react to issues in real time, we will proactively identify potential problems before they impact your mission critical systems.
Depending on the needs of your business, Group Elite can provide an MSO to cover everything from system monitoring, troubleshooting and corrective action, to best practice consulting, or actually performing the day to day operations of your Workforce Optimization Solutions including Recording, Quality Management, Speech Analytics and Workforce Management and our bundled administration blocks will provide predictable costs, ease of administration and rapid execution of all projects large or small.
Our competitively priced Managed Services Offerings are available directly to customers or for resale through partners.
Managing Complex Solutions
Extracting Value & Controlling Costs
- Staff Augmentation
- Solution specific certified Subject Matter Experts
- Change management
- Bundled administration blocks for moves, adds and changes provide predictable costs, ease of administration and rapid execution
Ensuring System Reliability
24/7/365 Proactive Live-Person Monitoring
Comprehensive Weekly Assessment Report
Streamlined Case Resolution
Proprietary Reporting and Event Capture Technology
Adherence to Corporate Change Control Polices
Daily System Assessments
Highly Skilled System Administrators
Professionally Trained and Certified Analysts
Business as Usual Daily Administration
Graceful Platform Migrations
Administration, Business Manager & Consulting
Certified Systems Administrator:
- Daily Health Checks
- Day to Day administration of Moves, adds and changes (non project based)
- Documentation management
Client Business Manager
- Change and process management
- Design and engineering
- Day to day operations
- Best practices
- Operational and optimization strategies
- Culture change enablement
Network Operation Center (NOC)
Group Elite Communications NOC monitoring allows customers to rest easy knowing that they are no longer reliant on Sentinel email notifications for mission critical systems. Our proprietary solutions, EliteView and Overwatch, bring an additional layer of protection and value for businesses.
Group Elite has developed a first of its kind WFM monitoring tool with EliteView giving our NOC the necessary insight into the health of your WFM platform in real time; making Group Elite the only Managed Services provider with this capability.
Group Elite’s Overwatch is powered by Solarwinds giving us the capability to monitor locations around the globe. Solarwinds is the #1 rated Network and Performance Monitoring and Diagnostics solution for “ability to execute” – 2016 Gartner Network Performance Monitoring and Diagnostics (NPMD) Magic Quadrant Report