Custom disaster recovery synchronization built for a Fortune 500 automotive manufacturer's CCaaS environment

THE CLIENT

One of the largest automotive manufacturers in the world, operating a contact center that handles tens of thousands of customer interactions daily across financing, customer service, and collections functions. The scale and business-criticality of these operations means that contact centre downtime carries immediate financial and reputational consequences. 

THE CHALLENGE

The client had a disaster recovery environment in place, what it did not have was confidence in it. The DR environment was not being kept in sync with production, which meant that in a real failover event, agents would log into an environment that did not reflect current operations: incorrect skill assignments, missing user configurations, outdated routing logic. 

NiCE CXone offered no native feature to address this. The gap was not a platform limitation but a structural problem that required custom engineering to solve. The client needed someone who could build what the platform had not anticipated, in an enterprise environment that cannot afford to find out the hard way.

WHAT WE BUILT

Primero Group experts engineered a custom synchronization solution that keeps the DR environment continuously aligned with production across every relevant configuration category. The solution runs on an automated schedule and can be triggered manually ahead of DR tests or significant configuration changes. 

A secure management dashboard — accessible via Single Sign-On integrated into the client's existing identity infrastructure — gives authorized administrators complete visibility into sync status, job logs, success and failure records, and the ability to initiate on-demand synchronizations without touching the underlying system. The entire application is hosted within the client's Azure infrastructure, fully owned and operated by their internal IT team. No external dependencies, no ongoing vendor management required.

WHAT THIS SHOWS

This engagement demonstrates Primero Group's CX engineering capability at its most specific: called in to solve the problem an enterprise platform vendor could not. The fact that the solution is hosted entirely within the client's own infrastructure, with full ownership transferred to their team, reflects our approach to durable delivery: build it so they can run it, not so they depend on you to.