What are enterprise managed technology services?

Managed services are the ongoing support, monitoring, and optimization we provide after a platform goes live, covering CCaaS environments, AI systems, and Salesforce, so the technology keeps performing as your business changes.

How can managed technology services improve business operations?

Platforms need adjustment as call volumes shift, teams grow, and new features become available. Managed services catch that drift before it turns into a performance problem, rather than waiting for someone to notice something broke.

What managed services does One Primero provide for enterprises?

We provide CCaaS managed services across major contact center platforms, AI managed services covering conversational AI and workforce AI, Salesforce managed services including Agentforce optimization and ongoing configuration support and Managed Security services for ongoing monitoring and threat detection,

How does One Primero support and optimize enterprise technology environments?

We offer different levels of support depending on how critical the environment is to your operations, from standard business-hours coverage up to continuous monitoring with faster response commitments for environments that cannot afford downtime. Contact us with your setup and we will walk through which tier fits.

Why should businesses choose One Primero for managed technology services?

We monitor and optimize proactively rather than waiting for something to break, across CCaaS, AI, Salesforce, cloud infrastructure, and security, all under one partner instead of coordinating specialists across different vendors. That approach holds a 95% client retention rate across our managed services engagements.

Enterprise Managed Technology Services

One partner to manage

your entire ecosystem.

The gap between what your environment delivers and what it could is a revenue problem. Most organizations leave it unmanaged, running reactive support through vendor ticket queues while the environment drifts.

How We Serve

See Case STudies

What We Manage

Cross-platform managed services. One partner across all of it.

We work across the full environment or within a single practice. The scope is defined by what the client needs.

CCaaS Platform Management

Ongoing configuration, routing optimization, platform updates, SLA monitoring, and proactive performance management across NiCE CXone, Five9, Genesys, Zoom Contact Center, and Amazon Connect.

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Salesforce Managed Services

Ongoing Salesforce configuration, Agentforce optimization, workflow automation, integration maintenance, and release management.

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Managed Security

Security operations, SOC services, and threat monitoring via Fortinet. Proactive posture management, not reactive break-fix.

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AI Managed Services

Ongoing optimization of your AI tools, models, and workflows. From conversational AI to agent assist and beyond.

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How we define success

Named team. Defined cadence. Priority SLAs with credits.

Every managed services engagement is structured around a dedicated team, a regular review rhythm, and documented SLAs with credit commitments if we miss them.

Named account team

A named account manager and certified platform engineer assigned from day one. The same people across the life of the engagement. When something breaks, you call someone who already knows your environment.

Priority SLAs with credits

P1 Critical: 30-minute response, 4-hour resolution. Every priority level has a documented standard. If we miss it, service credits apply automatically. Commitments in writing, not just in conversation.

Structured review cadence

Platform updates, optimization items, and open issues reviewed on a fixed schedule, not when something breaks. Operational, tactical, and strategic reviews aligned to your business objectives, not a generic service report.

Continuous optimization

New platform features evaluated and adopted. Configuration tuned against live performance data. The environment six months into managed services should outperform the environment at go-live.

95%

Client retention rate
Across all active managed services engagements.

38 mo

Average engagement length
Clients stay because the work keeps getting better.

Client Evidence

The work beyond go-live.

All Case Studies

CCaaS Implementation

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.

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Construction workers installing electrical and ceiling systems during a commercial renovation project.

CCaaS Implementation & Managed Services

Great Day Improvements

A production-blocking dialer failure resolved and a more scalable outbound operating model established across multiple brands.

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Red Toyota sedan parked at a Toyota dealership.

Custom CCaaS Integration

MAPS Credit Union

FIS core banking system connected to NiCE CXone via a purpose-built API bridge.

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FAQs

Your platform can deliver more.

The right time to evaluate managed services is before the environment drifts further from its potential.

Talk to an expert