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B-Stock
The Situation
B-Stock runs B2B online auction marketplaces where retailers and manufacturers resell returned, excess, and trade-in inventory to business buyers.
Interaction volume was rising across voice, chat, and email. The team had already absorbed a two-person reduction, and nothing in the environment was automated to carry the difference. Agents were handling more load with fewer people.
The legacy platform's contract was approaching expiration, which gave B-Stock a narrow window and a natural point to look at the contact center as a whole. B-Stock used the renewal as the point to change platforms and address those pressures together.
The decision was larger than a platform swap. Any replacement had to support routing, reporting, CRM context, multilingual service, and a path to AI — without committing the full contract to automation that had not been tested in B-Stock's environment.
What We Did
One Primero structured the engagement around evaluation before commitment. The team assessed interaction volumes, channel needs, routing logic, Salesforce workflows, staffing, and automation goals, then compared platforms on day-to-day usability and implementation risk rather than feature lists. Zoom Contact Center Elite became the core environment, based on its fit with B-Stock's omnichannel model, Salesforce visibility, and automation roadmap.
Phase one · Core contact center
Roughly 60 agents move onto Zoom Contact Center Elite, with call handling, routing, and reporting across voice, chat, and email stable before anything else is added. English and French live voice support are incorporated. A Spanish workaround covers that queue while full coverage scales, so one language dependency does not hold up the cutover.
Phase two · Salesforce context
Salesforce context sits inside the agent's interaction view. It was designed into the environment from the start, not added later, so agents spend less time working between disconnected systems.
Phase three · AI on a controlled timeline
Zoom Virtual Agent follows once the core platform is proven. Routing and reporting are validated first. Automation handles customers second.
One Primero also structured the commercial terms around that sequence. The core platform sits on a 48-month term. The AI component sits on a separate 12-month term, so B-Stock can test, measure, and refine automation without tying the full contact center decision to an unproven first phase.
What Followed
The migration runs on the existing contract timeline, limiting the risk of a rushed renewal or an extended overlap between platforms. Roughly 60 agents are consolidating onto one environment for voice, chat, email, routing, and reporting, with Salesforce context inside the interaction itself.
AI comes next, on B-Stock's terms. Zoom Virtual Agent follows the core rollout, so B-Stock can validate the foundation before scaling AI-supported service.
One Primero continues as B-Stock's CX partner through a proposed hypercare period and ongoing managed services — refining routing, strengthening reporting, and introducing automation based on production data rather than assumption.
The approach applies to any contact center facing a renewal deadline: treat the expiration as a review point, choose for operational fit, prove the core, then add AI with clear boundaries.
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