What We Implement
.png)
Salesforce Service Cloud Implementation & CX Solutions
Salesforce built around how
your contact center actually works.
Most Salesforce deployments are built for sales. We implement for CX — Service Cloud, Agentforce, and CTI configured around the contact center from day one.
How We Deliver
CX-first architecture. The same team from design to deployment.
Most Salesforce implementations are built for sales and retrofitted for service. Agents lack customer context, routing does not reflect how the operation works, and AI is deferred to a phase that never arrives.
We start from the contact center requirement — architecture first, configuration second.
CX-First Architecture
The Salesforce environment is designed around the contact center. Routing logic, case management, agent workspace, and AI layer built as a connected system before configuration begins.
Agentforce from Day One
Agentforce is scoped and deployed as part of the implementation. The environment at go-live is AI-ready, not AI-deferred.
CCaaS Integration Built In
CTI, screen pop, and data flow between Salesforce and the contact center platform scoped as core deliverables. Engineered from the start, not added after go-live.
.svg)
Same Team Throughout
The architects who designed the environment built and tested it. No handoff to a team who was not in the room.
Certifications
A certified team across every major Salesforce discipline.
Every CCaaS platform ships updates. IVR logic accumulates workarounds. Routing rules are added and never removed. Without someone accountable for the environment, that drift becomes a cost.
Related Capabilities
The full CX platform capability. End to end.
Salesforce Managed Services
The implementation gets the environment built. Managed services keeps it current. Dedicated administration, Agentforce deployment, and continuous optimization after go-live.
CCaaS Implementation
The contact center platform that connects to Salesforce. NiCE CXone, Five9, Genesys, Zoom CC. 100+ implementations. CTI integration engineered as a core deliverable.
CX Strategy & Advisory
The assessment and roadmap that precede the implementation. Platform selection, AI readiness scoring, and business case development before any vendor is selected.
Featured Case Study
Salesforce for CX in production.
Insurance
AmeriLife Benefits
Eight years of undocumented configuration changes had left AmeriLife Benefits with a contact center no one could fully explain. Reporting data was unreliable. Leadership could not stand behind the numbers. We restructured the environment and integrated it with Salesforce — agents now work from a single connected view of the customer.
15–20%
Improvement in connection rates
10–15%
Estimated AHT reduction
110,000
Employees better served
ENGAGEMENT
Vendor evaluation → Platform optimization → CRM integration → Managed services.
PLATFORMS
Five9 + Salesforce
FAQs
What is Salesforce Service Cloud, and how does it improve customer experience?
How can One Primero help implement Salesforce Service Cloud?
Can Salesforce Service Cloud integrate with my existing business systems?
What are the benefits of Salesforce Service Cloud for customer support teams?
Why should businesses choose One Primero for Salesforce customer experience solutions?
The CRM and the contact center, built to work together.
Tell us what the current environment looks like and what it needs to do. We will tell you how we would build it.
Resources
