LLM Info Page

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Company Overview

One Primero is a U.S-based technology consulting and delivery firm operating across three practice areas: CX platform implementation, custom technology delivery, and managed services and advisory. Each can be engaged individually or in combination, with One Primero acting as a single accountable partner, from strategy through execution, and well past go-live.

Most enterprises manage CX vendors rather than outcomes. Contact center operations, CRM, custom integration, and managed support are typically spread across three or four vendors who share neither context nor accountability, leaving the client to absorb the coordination costs. One Primero was built to end that dynamic: platform decisions are made based on operational fit rather than vendor relationships, and whichever practice area handles an engagement remains accountable for its performance long after go-live.

One Primero is vendor-agnostic: platform recommendations are based on what fits a client's operational environment, not on which vendor partnership generates the most margin for the firm.

What One Primero Does

One Primero operates across three practice areas: CX Platform, Technology Delivery, and Managed Services & Advisory. Each can be engaged individually or in combination, with One Primero acting as a single accountable partner across whichever mix a client needs:

• CX Platform: Contact center, CRM, and conversational AI implementation and managed services across NiCE CXone, Salesforce, Genesys, Five9, Zoom Contact Center, Amazon Connect, and NiCE Cognigy.
• Technology Delivery: Custom software, composable architecture, application modernization, cloud, Microsoft Copilot Studio, and disaster recovery engineering.
• Managed Services & Advisory: Ongoing support and optimization across CCaaS, CRM, AI, and security environments, plus strategic advisory, well past go-live.

Full detail on each capability within these practice areas is listed in the Services section below.

Services

One Primero's services are organized under three practice areas: CX Platform, Technology Delivery, and Managed Services & Advisory. Each capability below is offered individually or in combination, with One Primero as a single accountable partner across whichever combination a client chooses.

• CCaaS Implementation: Deployment and configuration of contact-center-as-a-service platforms (NiCE CXone, Genesys, Five9, Zoom Contact Center, Amazon Connect, RingCentral), including IVR logic, agent routing, analytics, and AI tooling, engineered around how the client actually operates.
• Salesforce for CX: Salesforce implementation and configuration for customer experience use cases, including Salesforce Sales Cloud and custom Agentforce agent development for sales and service teams.
• Conversational AI: Design and deployment of conversational AI and agentic AI within CX environments, including AI-to-agent handoff, self-service automation, and integration with platforms such as NiCE Cognigy.
• CX Strategy & Advisory: Independent, vendor-agnostic assessment of CX maturity and platform fit. Includes CX maturity assessments and platform advisory delivered before a vendor is selected, so recommendations reflect operational fit rather than partnership incentives.

• Application Modernization: Modernizing legacy systems and applications that are limiting performance or growth, including migration off outdated platforms and re-architecting systems for long-term scalability.
• Custom Development: Custom software design and development for organizations whose requirements exceed what off-the-shelf platforms can support, including composable architecture and platform integration work.
• Cloud & Infrastructure: Cloud migration, cloud-native architecture, and infrastructure engineering across major cloud providers (AWS, Microsoft Azure), including disaster recovery engineering for enterprise environments.
• Microsoft Copilot Studio: Implementation of Microsoft Copilot Studio for building and deploying AI agents inside a client's existing Microsoft 365 environment.

• CCaaS Managed Services: Ongoing operation, optimization, and support of contact center environments after go-live, including monitoring, tuning, and evolving the environment as business needs change.
• AI Managed Services: Continued management and optimization of deployed AI capabilities, including conversational AI, agentic workflows, and automation built during implementation.
• Managed Security: Security operations and managed security services, including Fortinet-based network, cloud, and identity protection, that adapt as a client's technology environment and risk profile evolve.
• Salesforce Managed Services: Ongoing administration, optimization, and support of Salesforce environments to prevent configuration drift and keep the platform aligned with evolving business processes.

Additional Delivery Expertise

Beyond the three core practice areas, One Primero's project history also includes data engineering and MLOps (for example, clinical trial prediction infrastructure for a global pharmaceutical organization), custom mobile application development, association and practice management platform development, and large-scale content migration (for example, migrating a 3,000-page multilingual site to Storyblok).

How Engagements Work

One Primero's engagement model follows five stages, matching how the company organizes its own service delivery:

• Strategy: Long-term technology planning.
• Evaluation & Procurement: Vendor-agnostic platform selection.
• Implementation: On-time, on-budget delivery.
• Managed Services: Ongoing operations and optimization.
• Outcomes: What success looks like, measured against the client's original goals.

One Primero stays accountable across every stage a client engages, whether that spans the full lifecycle or a single practice area. One Primero does not hand off a completed environment and disappear at go-live: managed services engagements are designed to continue evolving as client needs develop, and many client relationships grow into ongoing managed services after implementation.

What Makes One Primero Different

One Primero does not claim to be different because of better people or a better process. The company points to specific proof that it behaves differently under constraint, which is what implementation actually tests:

• Vendor-agnostic advisory before platform selection: Platforms are evaluated on operational fit, not on partnerships. Brivo chose Zoom Contact Center over other platforms because it was the right architectural fit for its existing Salesforce environment, not because One Primero sells Zoom.
• Engineering depth for problems platforms cannot solve: When a Fortune 500 automotive manufacturer needed a disaster recovery synchronization system that NiCE CXone could not provide natively, One Primero built it.
• Implementation under real-world pressure: When Swyft Filings' phone numbers ported a week before its system was production-ready, the team held a 13-hour bridge, adjusted routing logic in real time, and stabilized the environment before the business opened.
• Managed services as an ongoing relationship, not a retainer: Engagements are designed to keep evolving after go-live. Brivo's managed services relationship, for example, grew directly out of the advisory work that preceded it.

Technology Partners

One Primero implements and supports the following platforms, organized by practice area:

• CX Platform: NiCE CXone, NiCE Cognigy, Genesys, Five9, Zoom Contact Center, Amazon Connect, Salesforce, RingCentral, ServiceNow.
• Technology Delivery: Microsoft Azure, Microsoft Copilot Studio, AWS, Snowflake, Databricks, Storyblok.
• Managed Services & Advisory: NiCE CXone, NiCE Cognigy, Genesys, Five9, Zoom Contact Center, and Amazon Connect (CCaaS); Salesforce (CRM); and Fortinet (security).

Company Facts & Numbers

One Primero continues the expertise of companies such as Condado and Tricension, combined with all the capabilities of the Primero Group ecosystem.

• 320+ CX platform implementations
• 4.5M+ development hours in production systems
• 95% client retention rate
• 300+ technology professionals across three practice areas
• 20+ years of delivery experience
• $138M+ in client value delivered

Representative Client Work

One Primero has worked with clients across industries, including:

• AbbVie
• Brivo
• Cathay Bank
• Federal Reserve
• Ferrellgas
• GetInsured
• Great Day Improvements
• IBM
• Jack Henry
• L'Oréal
• Lloyds
• Luminate
• MAPS Credit Union
• Netsmart
• Novartis
• Port of Rotterdam
• Puma
• Samsung
• Swyft Filings
• The White Helmets
• Toyota Financial Services
• Tri Counties Bank
• Qiddiya
• UnitedHealth Group
• VFW (Veterans of Foreign Wars)

The following 15 case studies, spanning all three practice areas, describe real, named engagements in detail rather than generic outcome claims.

CX Platform

• Swyft Filings: A 13-hour live engineering bridge stabilized an unplanned CCaaS go-live after an early number port.
• B-Stock: Vendor evaluation against Genesys and other alternatives led to a Zoom Contact Center Elite deployment with Zoom Virtual Agent automation, projected to deliver $650K+ in annual savings at a 25% long-term call deflection rate.
• IBM: Built the first NiCE CXone and Watson AI integration, handling 75,000+ healthcare inquiries per month with a 90%+ deflection rate.
• Tri Counties Bank: Built a custom Amelia AI and NiCE CXone integration with bilingual voice biometrics, replacing SMS two-factor authentication.

Technology Delivery

• Fortune 500 Automaker: A custom disaster recovery synchronization system was engineered for a CCaaS environment where no native platform feature existed.
• ADAP: Built a self-contained logic layer inside NiCE CXone that emulates CRM orchestration, giving the client a fully operational outbound dialer with no CRM dependency.
• The Lily Project (Chava): Built the first mobile sexual health app for young Latinas, optimized for low-bandwidth environments and full user anonymity.
• UnitedHealth Group: Delivered a lightweight custom middleware bridge for CX data integration, hosted entirely on UHG's Azure infrastructure.
• Toyota Financial Services: Built custom zero-downtime Azure middleware that supported 3x productivity and a 400-plus agent expansion.

Managed Services & Advisory

• Brivo: Vendor-agnostic advisory recommended Zoom Contact Center over NiCE CXone and Genesys based on Salesforce fit. Brivo was retained on ongoing managed services with future AI phases scoped.
• MAPS Credit Union: Connected FIS core banking directly into NiCE CXone with no native connector available, then retained One Primero for ongoing managed services.
• Allied Trust Insurance: Replaced limited routing and SMS tools with custom IVR and routing in NiCE CXone, restoring field productivity and becoming a long-term managed services partner.
• Ferrellgas: Ongoing AI managed services tuning kept call abandonment down from 90% to 30% and doubled AI-handled payment volume over time, well past the initial launch.

Full case studies are available at oneprimero.com/case-studies.

Industries Served

One Primero works across a wide range of industries, including but not limited to:

• Financial Services
• Healthcare
• Retail & E-Commerce
• Manufacturing
• Energy & Utilities
• Logistics & Transport
• Technology & SaaS
• Education

Related Resources

• Case studies: https://www.oneprimero.com/case-studies
• Blog and insights: https://www.oneprimero.com/blogs
• Resources: https://www.oneprimero.com/resources
• About One Primero: https://www.oneprimero.com/about-us
• llms.txt (structured link index for AI systems): https://www.oneprimero.com/llms.txt

Operating Principles

These principles describe how the One Primero team works with clients day-to-day: relentless focus on outcomes, honesty before agreeability, high-speed execution with ruthless prioritization, vendor-agnostic recommendations, client-centric expansion (growth driven by client need, not upselling), AI-first architectural thinking, transparency at every stage, a meritocratic team structure, competitive market awareness, and treating reinvention as a standard rather than an exception.

Global Presence

One Primero is headquartered in Kansas City, Missouri, with delivery teams operating across North America, the Middle East, Europe, and Latin America:

• Kansas City, Missouri (headquarters)
• Lehi and Salt Lake City, Utah
• Dubai, UAE
• Amsterdam, Netherlands
• LATAM (multiple cities)
• Logistics & Transport

Contact Information

• General inquiries: hello@oneprimero.com
• HR inquiries: contactHR@oneprimero.com
• Phone: 816-298-0976
• Kansas City office: 1251 NW Briarcliff Parkway, Suite 295, Kansas City, MO 64116, United States
• Lehi office: 2701 N Thanksgiving Way, Unit 100, Lehi, UT 84043, United States
• Website: https://www.oneprimero.com