Brivo

The Situation

Brivo is a cloud-based access control and smart building technology company. Its contact centre supports both customer care and inside sales operations, with Salesforce as the CRM layer across both. The business had already invested significantly in a NiCE CXone implementation. Maintaining it required disproportionate effort. Call quality demanded continuous attention, interaction data was not flowing cleanly into Salesforce, and administrative changes regularly required more coordination than the team had capacity for.

What We Did

One Primero was engaged initially for implementation support, with the scope expanding to include full vendor evaluation, negotiation support, and strategic advisory. The evaluation was structured around one question: which platform would the team be able to run effectively without adding complexity?

Zoom Contact Center was selected, not because it offered the most features, but because it aligned directly with Brivo's existing Zoom Phone deployment, integrated cleanly with Salesforce, and required significantly less implementation overhead. The migration was executed with tight scope control.