Why ONE Primero Exists
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Trusted By
Contact center operations, CRM, custom integration, managed support — these capabilities are typically spread across three or four different vendors. None share context. None share accountability. The client bears the coordination cost. OnePrimero was built to end that dynamic.
Fragmented Vendor Ecosystem
Implementation Without Accountability
Platform Fit Chosen Wrong
Three Integrated Practice Areas
One partner, full stack. From platform implementation to long -term managed support.
Our capabilities are not separate businesses. They are the disciplines a client can draw on individually — or in combination — depending on what they need. The integration is real: our teams share context, and our clients have a single point of accountability.
We implement and manage the contact center environments that determine how your customers experience your business. From IVR logic and agent routing to analytics, AI tooling, and CCaaS migrations — engineered for how you actually operate.
We don't hand off at go-live — we stay and manage what we build.
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One team holds the full context, from implementation through long-term support.
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One team holds the full context, from implementation through long-term support.
When the platform cannot solve the problem natively, we build what's needed. Custom software, composable architecture, platform integration, application modernization, and disaster recovery engineering — at enterprise scale, with strategic context.
We build what platforms can't deliver — at enterprise scale.
Custom software, composable architecture, and platform integration.
Application modernization and disaster recovery engineering.
Implementation is the beginning, not the end. Our managed services engagements are designed to continue evolving the environment — automation, AI capability, workflow optimization, and security operations — as the client's needs develop.
Implementation is day one, not the deliverable.
Ongoing automation, AI capability, and workflow optimization.
Security operations that adapt as client needs develop.
100+
CX platform implementations delivered
4.5M+
Development hours in production systems
95%
Client retention rate across active engagements
300+
Technology professionals across three practice areas
138M+
Client value delivered across engagements
The Engagement Model
We meet you where you are. We stay to make it work.
Some clients start at strategy — they need an independent assessment before committing to a platform. Others arrive with a vendor already selected and need execution. Most need both. Our engagement model is built to adapt to either entry point, and designed to continue well past go-live.
PHASE 01
Strategy
CX maturity assessment, Independent platform advisory.
Phase 02
Advisory
Vendor evaluation, Architecture design, Business case.
Phase 03
Implementation
Platform configuration, IVR, Routing. Integrations.
Phase 04
Integration
CRM, custom APIs, middleware, core system connectivity.
Phase 05
AI & Automation
Agentic AI, Copilot Studio, agent assist, workforce AI.
OnGoing
Managed Services
Optimization, support, and strategic evolution. This is where most relationships grow.
What Actually Differentiates Us
Four things most implementation partners cannot offer. We can demonstrate all of them.
We do not claim to be different because we have better people or a better process. We claim to be different because we have specific proof that we behave differently under constraint — which is what implementation actually is.
01
Vendor-agnostic advisory before platform selection delivered
We evaluate platforms on operational fit, not on partnerships. Our recommendation is what works for the client's environment — not what generates the best margin for us.
Brivo chose Zoom Contact Center not because we sell Zoom — but because it was architecturally the right answer for their existing Salesforce ecosystem. We told them that before they committed.
02
Engineering depth for problems platforms cannot solve
When a Fortune 500 automotive manufacturer needed a disaster recovery synchronization solution that NICE CXone could not provide natively, they called us. We built it.
This is the work large consultancies cannot execute and development shops cannot scope correctly. It requires both strategic understanding and deep engineering simultaneously.
03
Implementation under real-world pressure
When Swyft Filings' phone numbers ported a week early — before the system was production-ready — our team stayed on a 13-hour bridge, adjusted routing logic in real time, and stabilized the environment.
This is not a case study in technical skill. It is a case study in what accountability looks like under constraint. The business opened on time.
04
Managed services as a relationship, not a retainer
We do not hand over a completed system and disappear. Our managed services engagements are designed to continue evolving the environment — automation, AI capability, workflow optimization — as the client's needs develop.
After implementation, MAPS engaged us for ongoing managed services — a natural extension of the advisory relationship built during the engagement. Most of our best relationships start at go-live.
Technology Partners
Platform expertise across the CCaaS, CRM, and enterprise technology landscape.
We are certified on the platforms our clients use — and independent enough to advise on which one is right before you commit.
Work That Demonstrates What We Do
We do not claim outcomes. We describe what actually happened.
Contact center operations, CRM, custom integration, managed support — these capabilities are typically spread across three or four different vendors. None share context. None share accountability. The client bears the coordination cost. One Primero was built to end that dynamic.
CCaaS Implementation
Swyft Filings
Phone numbers ported a week before the system was production-ready. Calls were routing to nothing. The business opened the next morning. Our engineers stayed on a 13-hour bridge, adjusted routing logic in real time, and stabilized the environment before the business opened.
Read the Full Case Study →
AI Implementation
Ferrellgas
One Primero engineered a Cognigy–NiCE CX integration that automated self-service, payments, and agent assist — without disrupting existing workflows
Read the Full Case Study →
CCaaS Implementation & Custom Integration
Netsmart
No existing API framework. No defined endpoints. One Primero deployed CXone and co-designed the ServiceNow integration from scratch with Netsmart's IT team.
Read the Full Case Study →
CCaaS Implementation & Managed Services
Great Day Improvements
A production-blocking dialer failure resolved and a more scalable outbound operating model established across multiple brands.
Read the Full Case Study →Industries We Serve
The problems we solve exist across industries. Our expertise is horizontal.
Contact center operations, platform integration, and custom technology delivery are not industry-specific problems. That said, we have concentrated experience in the verticals where CX complexity and compliance stakes are highest.
Insights & Research
Perspective from people who implement, not just advise.
Contact center operations, platform integration, and custom technology delivery are not industry-specific problems. That said, we have concentrated experience in the verticals where CX complexity and compliance stakes are highest.
Case study
Ferrellgas
One Primero engineered a Cognigy–NiCE CX integration that automated self-service, payments, and agent assist — without disrupting existing workflows
Case study
Netsmart
No existing API framework. No defined endpoints. One Primero deployed CXone and co-designed the ServiceNow integration from scratch with Netsmart's IT team.
Case study
Great Day Improvements
A production-blocking dialer failure resolved and a more scalable outbound operating model established across multiple brands.
What Actually Differentiates Us
One partner. Full stack. Accountable from day one through year three.
Most companies don't have a technology problem. They have a fragmentation problem — too many vendors, too little coordination, and no single partner who owns the outcome. One Primero was built to close that gap.
We bring together CX platform implementation, enterprise technology delivery, and long-term managed services under one team and one accountability structure. Our clients don't manage the handoffs between us. There are none.
Our Story →
20+ years of implementation experience
4.5M+ development hours in production systems
95% client retention rate
300+ technology professionals across three practice areas
5 global locations — Kansas City, Salt Lake City, Dubai, Amsterdam, LATAM
Start a Conversation
Talk to a One Primero expert about your environment.
Not a sales call. A 30-minute conversation about where you are, what you need, and whether we're the right fit. No commitment required.
Schedule a Discovery Call
Tools & Insights
The CCaaS Implementation Guide: What Most Partners Don't Tell You
18 pages on the decisions that protect go-live — and the ones that put it at risk. Built from 100+ implementations. No registration wall.
