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MAPS Credit Union
The Situation
MAPS Credit Union is a Pacific Northwest-based credit union operating with NiCE CXone as its contact centre platform and FIS as its core banking system. Both were mission-critical. Neither was connected. Agents handling member enquiries had to manually toggle between two platforms to access account information — adding handle time, introducing error risk, and creating friction at exactly the moments members expected responsive service.
No off-the-shelf integration existed between FIS and NiCE CXone. The additional complication was FIS API instability — intermittent failures that any integration solution would need to handle with fault tolerance built in from the start.
What We Did
One Primero designed and deployed a purpose-built API bridge connecting MAPS' FIS core to CXone, enabling agents to surface member account data mid-interaction without switching platforms.
The integration was built with a layered fault tolerance framework to manage upstream FIS API volatility — logging failures, triggering retries, and maintaining service continuity. An observability layer was built in from the start: diagnostic tooling, debugging capability, and SLA tracking giving MAPS' technical team full visibility into integration performance.
What Followed
Agents now access real-time FIS member account data inside CXone without switching platforms. FIS API failures are handled automatically, with members and agents experiencing none of the instability. MAPS' technical team has full observability into integration performance.
MAPS retained One Primero for ongoing managed services and is currently working with the team on AI consultation, scoping vendor evaluations and identifying high-impact automation opportunities.
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