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Allied Trust Insurance
The Situation
Allied Trust Insurance provides customizable property insurance across Texas, Louisiana, South Carolina, and North Carolina through a network of independent agents. Field-based claims adjusters communicate via SMS and share photographic evidence during active claims handling — a workflow that requires a platform capable of replicating mobile-native messaging behaviour.
Allied Trust engaged One Primero to replace legacy communication tools with a centralized contact centre platform. NiCE CXone was selected and performed reliably for voice and chat. SMS proved structurally inadequate for the field adjuster use case. The CXone integration could only download MMS attachments one at a time, and SMS routing intermittently failed. These were product limitations, not configuration problems.
What We Did
Implemented custom IVR and ACD flows within NiCE CXone and trained Allied Trust's team to manage configuration changes independently. One Primero recommended returning to RingCentral UCaaS for the SMS channel, which provided native SMS and MMS support with the mobile-like experience field adjusters required.
Chat was delivered fully within CXone Digital: a branded, embedded widget with routing and escalation logic tailored to Allied Trust's workflows.
What Followed
Allied Trust now operates voice and chat through NiCE CXone and SMS through RingCentral, with each platform doing what it does best. Field adjusters have the mobile-native SMS experience their workflows require. The chat widget launched without issue and received strong client feedback.
Allied Trust enrolled in managed services following implementation. One Primero continues to optimize the IVR and chat environment.
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