CX Platform

IVR, chat & SMS workflows built for an insurance company. Platform limitations navigated, RingCentral deployed for SMS, long-term managed services retained.

Outbound dialer deployed on NiCE CXone without an integrated CRM. Self-contained campaign logic built natively, extended with selective API access to internal data.

Custom API bridge connecting FIS core banking to NiCE CXone. Built from scratch with fault tolerance for FIS API instability. Managed services ongoing.

Bespoke Omilia–NiCE CXone integration framework. Bilingual voice biometrics, conversational AI, & DTMF fallback engineered around platform licensing gaps.

Custom disaster recovery synchronization engineered for a Fortune 500 automotive manufacturer's NiCE CXone environment — automated, auditable, and Azure-hosted.

Zoom Contact Center selected over NiCE CXone for a cloud-based access control firm. Vendor evaluation, implementation & ongoing managed services delivered.

The first-ever integration between NiCE CXone & Watson AI, built for IBM's contact centers, & scaling to 125,000+ voice calls per hour without human intervention.

Legacy contact center replaced with NiCE CXone for Jack Henry & Associates. 30% reduction in call handling time, 25% cost reduction, 40% less wait time at peak.