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American Dream Auto Protect
The Situation
American Dream Auto Protect is a US-based provider of extended vehicle protection plans. Contact centre outbound operations are central to ADAP's customer engagement and sales model. At the time of engagement, ADAP was moving forward with a NiCE CXone dialer deployment while their CRM had not yet been finalized.
Most outbound dialer implementations begin with an integrated CRM managing contact history, re-attempt timing, compliance rules, and call eligibility. ADAP had no external CRM connected to CXone. They needed a functioning outbound dialer that could operate and comply with outreach regulations from day one.
What We Did
One Primero configured the CXone dialer to operate as a self-contained system using the platform's native capabilities: engagement tracking via platform-native data objects, time-based call sequencing driven by outcome logic, embedded suppression controls aligned to compliance flags, and scheduling rules managing pacing and eligibility.
As the project developed, One Primero collaborated with ADAP's development team to establish limited API access to the internal contact management system — allowing CXone to retrieve specific data points that made campaign logic more intelligent without introducing a full CRM dependency.
What Followed
ADAP launched a fully operational outbound dialer from day one with no CRM dependency, no compliance gaps, no delays waiting for infrastructure to catch up. The architecture was designed to be extended as ADAP's CRM environment matured, and that extension has been delivered incrementally without disrupting core operations.
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