The customer journey is one fraught with peril and pitfall, however with the proper people, solutions and systems in place disaster can be averted. Contact centers solution provider are pushing to create more comprehensive and complete offerings – soup to nuts; from workforce optimization and call recording to analytics, intelligent routing and more. Aside from investing in innovation, partnerships are a popular way to accomplish this goal.

This week, Verint (News - Alert) announced a new partnership with workforce optimization provider Group Elite Communications, which would pair Verint’s customer engagement solutions with Group Elite’s services, sales and consulting. Now, North American and EMEA customers gain access to the robust offering.

 “This alliance with Verint marks an inflection point in Group Elite's evolution,” says Michael Moore, founder and president, Group Elite Communications. “We’re very enthusiastic to partner with Verint as a market leader in the customer engagement space, and look forward to bringing further value to customers through our ethos of customer centricity and satisfaction, and our in-house developed offerings."

On the one side of the arrangement, Verint Customer Engagement solutions leverage intelligence to empower customers and agents with tools that include workforce optimization, employee engagement, voice of the customer, security, compliance and more.  On the other hand, Group Elite brings with it a commitment to customer-centricity, and a number of managed service offerings that can be layered on top of Verint solutions to further optimize operations and build the bottom line.

“We’re pleased to form this strategic global partnership with Group Elite. The organization is known as a center of excellence for enterprise sales and complex deployments and migrations, and we look forward to the expanded customer value, and complementary services and support this collaboration can bring,” adds John Bourne, senior vice president of global alliances at Verint.

There’s little margin for error in customer service, so it’s mission critical to create a customer engagement center fit to serve even the most difficult of customers in today’s omni-channel world.