.png)
Swyft Filings
The Situation
Swyft Filings is an online business formation and document filing service. The business had committed to NiCE CXone as its long-term CCaaS platform and needed to exit its RingCentral environment on a fixed, non-negotiable timeline.
Three compounding problems defined the complexity. The cutover had to happen within a specific window. The organization had no in-house NCE expertise. RingCentral released Swyft's phone numbers a full week before the scheduled cutover date.
Numbers meant to route to a production-ready system began routing to nothing. Calls dropped. The business impact was immediate.
What We Did
When the early number port forced an unplanned go-live, One Primero maintained a live bridge with Swyft's stakeholders for over 13 consecutive hours. One Primero adjusted IVR logic in real time, running test traffic, and validating routing behaviour under live conditions until the environment was stable.
The phased implementation covered core ACD and IVR design in phase one. A clean routing model built to replace the RingCentral configuration rather than replicate it. Phase two activated NiCE Interaction Analytics and Quality Management, alongside CRM integration. Phase three covers NiCE Copilot rollout for real-time agent guidance and AI-supported post-call analysis.
What Followed
Two weeks post-cutover, Swyft's team confirmed the environment was performing to specification. The business that opened the morning after the unplanned go-live did so without a communication gap.
One Primero continues as Swyft's strategic CX partner, leading the NiCE Copilot rollout and advising on AI workflow expansion and CRM alignment.
One Primero engineered a Cognigy–NiCE CX integration that automated self-service, payments, and agent assist — without disrupting existing workflows
Read the Full Case Study →
No existing API framework. No defined endpoints. One Primero deployed CXone and co-designed the ServiceNow integration from scratch with Netsmart's IT team.
Read the Full Case Study →
A production-blocking dialer failure resolved and a more scalable outbound operating model established across multiple brands.
Read the Full Case Study →