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Tri Counties Bank
The Situation
Tri Counties Bank is a California-based community banking institution serving a demographically diverse customer base, including a significant Spanish-speaking population. The bank had selected Omilia and NiCE CXone for a modernized customer engagement environment — natural language IVR, biometric voice authentication replacing SMS-based 2FA, and bilingual support.
When integration work began, three structural problems became clear: Omilia's licensing tier did not include DTMF fallback capability and advanced routing; NiCE's native integration tooling could not support the AI orchestration and multilingual biometric flows required; and the bank's internal teams were fatigued from a recent major platform change. The organization was committed to both platforms and could not replatform.
What We Did
One Primero built a fully custom integration framework connecting Omilia and NiCE CXone. Without any native connectors, each component had to be engineered from first principles.
A conferencing bridge allowed Omilia to operate inside NiCE's IVR flow, enabling real-time variable passing and dynamic call routing based on user intent. Voiceprint authentication flows were designed to support secure, touchless biometric verification in both English and Spanish. DTMF fallback logic and redundant self-service flows were built inside NiCE to cover the use cases excluded from Omilia's licensing tier. AI-to-agent handoff paths were engineered to route queries to live agents without detectable transitions.
What Followed
Tri Counties Bank's customers now authenticate via voice biometrics in English and Spanish (without SMS codes, without a new platform). Call steering is more intuitive, hold times are reduced, and the AI-to-agent transition is undetectable.
The bank achieved its conversational AI and biometric authentication ambitions entirely within its existing platform investments.
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