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Jack Henry & Associates
The Situation
Jack Henry & Associates is an S&P 500 financial technology company serving more than 7,500 community banks, credit unions, and financial organizations across the United States. Its contact centre handled the support interactions of institutions whose own customers relied on Jack Henry's platform stability.
The legacy on-premise contact centre was expensive to maintain, unable to scale to volume spikes, and presenting compliance challenges against PCI DSS and SOC2 mandates. The IVR could only handle basic interactions, driving call abandonment.
What We Did
One Primero designed a cloud migration strategy built around NiCE CXone. The central technical challenge was integration: Jack Henry's existing infrastructure ran on Symitar's SymXchange SOAP services, requiring a custom proxy middleware layer — enabling secure, real-time data exchange between the cloud platform and the legacy core processing system.
The migration was phased: pilot testing identified integration issues before full deployment, comprehensive training prepared contact centre agents, and post-deployment monitoring enabled continuous optimization.
What Followed
Call handling time dropped by 30%. Operational costs fell by 25%. Peak period wait times dropped by 40%. An S&P 500 financial technology company serving 7,500 institutions now operates a contact centre that scales to volume, meets PCI DSS and SOC2, and runs without on-premise overhead.
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