Contact center platform realignment for a cloud-based access control technology firm

THE CLIENT

Brivo is a cloud-based access control and smart building technology company. Its contact center environment supports both customer care and inside sales operations, with Salesforce as the CRM layer across both functions. The business had already invested significantly in a NiCE CXone implementation and was managing it alongside an active Salesforce environment — a dual-platform dependency that placed ongoing operational demands on its teams.

THE CHALLENGE

Brivo's NiCE CXone environment was functional but required disproportionate effort to maintain. Call quality and routing consistency demanded continuous attention. Interaction data, transcripts, and session history were not flowing cleanly into Salesforce workflows, which created friction for both customer care and sales teams. 

Administrative changes that should have been straightforward, regularly required more coordination than the team had capacity for. The organization had recently completed a major implementation and had limited appetite for another disruptive deployment. Budget constraints and a defined timeline added further pressure on any decision made.

WHAT WE BUILT

Primero Group was engaged initially for implementation support, with the scope expanding to include full vendor evaluation, negotiation support, and strategic advisory across technical, operational, and financial considerations. 

The evaluation was structured around a single governing question: which platform would the team be able to run effectively, without adding complexity to an environment already under operational strain? Zoom Contact Center was selected because it aligned directly with Brivo's existing Zoom Phone deployment, integrated cleanly with Salesforce, and required significantly less implementation overhead than the alternatives. 

The migration was executed with tight scope control: early opportunities to expand the project were intentionally narrowed to validate core capabilities first. Post-implementation, Brivo engaged Primero Group for ongoing managed services — maintaining operational expertise without requiring internal platform specialisation.

WHAT THIS SHOWS

Brivo is an example of our vendor-agnostic advisory model in operation. The outcome was not the most technically complex deployment in the portfolio — it was a case where the right answer required stepping back from the prior platform investment, running an objective evaluation, and selecting a solution based on operational fit rather than feature comparison. The expansion of the engagement from implementation support into full advisory, and subsequently into managed services, reflects how Primero Group builds institutional relationships rather than transactional ones.

ENGAGEMENT STATUS

Primero Group continues to support Brivo's contact centre environment through managed services, with future phases scoped to include expanded automation, AI-driven capabilities, and deeper Salesforce workflow integration.