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Fortune 500 Automaker
The Situation
One of the largest automotive manufacturers in the world operates a contact centre handling tens of thousands of customer interactions daily. The client's CCaaS platform of record is NiCE CXone.
The client had a disaster recovery environment in place. What it did not have was confidence in it. The DR environment was not being kept in sync with production; meaning that in a real failover event, agents would log into an environment with incorrect skill assignments, missing configurations, and outdated routing logic. NiCE CXone offered no native feature to address this.
What We Did
One Primero engineered a custom synchronization solution that keeps the DR environment continuously aligned with production across every relevant configuration category. The solution runs on an automated schedule and can be triggered manually ahead of DR tests.
A secure management dashboard (accessible via Single Sign-On) gives authorized administrators complete visibility into sync status, job logs, and the ability to initiate on-demand synchronizations. The entire application is hosted within the client's Azure infrastructure, fully owned and operated by their internal IT team.
What Followed
The client now has a disaster recovery posture they can actually stand behind. An environment that reflects production, a sync process that is automated, auditable, and controllable, and a solution built to last (not managed indefinitely by an outside vendor).
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