Perspective from people who implement,

One Primero engineered a Cognigy–NiCE CX integration that automated self-service, payments, and agent assist — without disrupting existing workflows

No existing API framework. No defined endpoints. One Primero deployed CXone and co-designed the ServiceNow integration from scratch with Netsmart's IT team.

A production-blocking dialer failure resolved and a more scalable outbound operating model established across multiple brands.

NiCE CXone replaced with Zoom Contact Center — selected on ecosystem fit, reduced overhead, and Salesforce alignment. Implemented and retained on managed services.

A Fortune 500 automotive manufacturer's disaster recovery environment was not being kept in sync with production. No native NiCE CXone feature could fix it. One Primero built the solution from scratch.

A fully custom Omilia–NiCE CXone integration framework, engineered around licensing constraints — delivering bilingual voice biometrics and clean AI-to-agent transitions.

An eight-year-old drifted Five9 environment audited, standardized, and integrated with Salesforce. Reporting reliability restored, managed services ongoing.

FIS core banking system connected to NiCE CXone via a purpose-built API bridge.

Manual dialling and no real-time data sync replaced by a custom Azure-hosted middleware layer connecting Toyota's databases to LiveVox.

Outbound dialer deployed without an integrated CRM. Self-contained campaign logic built natively within CXone — operational from day one, extensible as conditions allowed.

CX stack modernized across IVR, chat, and SMS — with vendor-neutral platform advice.

Swyft Filings migrated from RingCentral to NiCE CXone under a fixed timeline. Including a 13-hour live bridge when an early number port forced an unplanned go-live.

IBM needed Watson AI to manage 75,000+ healthcare inquiries per month with a 90% deflection target. One Primero engineered an integration that had never been built before.

Lightweight middleware bridge: automated sync throughout the day, daily reconciliation for missed records, hosted entirely within UHG's Azure infrastructure.

Fragmented scheduling, medical records, pharmacy, and billing systems replaced by a single integrated practice management platform across four cities.

MALTA (a custom-built Association Management System) replaced the mainframe and off-the-shelf software with a cloud platform built for operational complexity.

A mobile application enabling staff in schools and hospitals to trigger emergency protocols with a single button press.

On-premise legacy contact centre migrated to NiCE CXone, with a custom Symitar SymXchange integration built from scratch.

Two disconnected legacy systems consolidated into a single cloud-based platform, purpose-built for their nonprofit, government, and commercial client base.

A real-time LP investor portal and an integrated tenant-vendor operations platform delivered for NGP Group across 145 assets and 16 million square feet.

Specialist data engineers and MLOps practitioners embedded alongside an existing data science team to build the infrastructure for clinical trial success prediction.

A 3,000-page web presence migrated to Storyblok, giving a global university's MarCom team full editorial control and multilingual support across Urdu, Swahili, and Amharic.

Building the first mobile sexual health app for young Latinas — optimized for low-bandwidth environments, entry-level smartphones, and full user anonymity.

A fragmented, manual eligibility process handling 45,000 student-athlete applications annually rebuilt as a single automated platform with real-time status tracking.

AI and data engineering specialists embedded on-demand to digitize will documents, build a custom data model, and deliver a credible ML-backed modernization roadmap.

50+ engineers embedded into a global sports technology company to build an AI-driven performance platform serving trainers, coaches, and players across 122 countries.

50+ engineers embedded across mobile, backend, and QA to accelerate Allsetra's core tracking platform without the cost or overhead of local European hiring.

AI and data science specialists embedded into a European energy operator's team to cut genset costs and automate site reconfiguration across a growing off-grid solar network.

Four AI agents integrated into Qiddiya's existing Microsoft 365 environment, cutting vendor evaluation time by 60% and reducing manual procurement tasks by 40%.

A full-stack IoT platform integrating hardware sensors, AI-powered performance analytics, and social and coaching features. Built for the European padel market on an aggressive timeline.

A mobile coordination platform and AI-powered early warning system built for rescue operations in active conflict zones across northwest Syria.

20+ engineers embedded into Shipsta (now Freightos) to ship faster, clear a roadmap backlog, and build the data foundation for autonomous procurement.

Built for technology leaders who suspect their cloud bill has room but haven't had the framework to verify it.

For contact center leaders who have been through at least one implementation that didn't go as promised.