Allied Trust Insurance provides customizable property insurance across Texas, Louisiana, South Carolina, and North Carolina. Their offerings include homeowners, condo, dwelling fire, umbrella, and flood insurance, and they operate through a network of independent agents. The company promotes 24/7 claims support and emphasizes flexible billing and responsive service.
Operationally, Allied Trust supports a distributed model of desk and field-based claims adjusters. Field teams frequently communicate via SMS and share photos during claims handling. These workflows required a modern omnichannel platform that mimics mobile-native experiences (like texting from a phone) while supporting enterprise features such as routing, reporting, and supervision.
Allied Trust partnered with Condado to modernize their customer communication stack. Their goals included:
Their chosen platform (NiCE CXone) performed well for voice and chat, but introduced friction in SMS workflows. Messaging limitations became a critical blocker for field operations:
These product limitations surfaced during implementation and became increasingly disruptive. The client needed a path forward that would not compromise field productivity.
Condado implemented custom IVR and ACD flows within NiCE CXone. We structured configuration workshops and walk-throughs to train the team and enable internal ownership. The delivery enabled the client to make flow updates independently.
When real-world testing revealed unexpected needs, Condado adjusted midstream; shifting away from rigid delivery in favor of collaborative iteration. This flexibility preserved user trust and ensured the voice environment aligned with business reality.
The initial SMS buildout used CXone Digital with Textel as the backend. Condado led the scripting and configuration effort, identifying known product gaps early. We implemented every available workaround to optimize the experience. However, due to product limitations in CXone and the nature of Textel integration, critical functions remained unresolved (particularly image handling and routing fidelity).
At this point, Condado helped the client explore alternatives.
3. Platform Realignment and Advocacy
Condado recommended returning to the RingCentral UCaaS platform for SMS. Allied Trust agents had previously used RingCentral, which provided native SMS/MMS support and a mobile-like user experience. This shift preserved adjuster productivity and aligned better with field expectations.
Unlike SMS, chat implementation was fully within Condado’s control. Leveraging CXone Digital’s chat tools, the team built a branded, embedded widget using HTML and JavaScript. Routing and escalation logic were tailored to Allied Trust’s workflows.
The chat product launched without issue and received strong client feedback. Future integration with the client's CRM is part of the long-term roadmap and will be evaluated based on budget cycles.
Post-implementation, Allied Trust enrolled in Condado’s managed services program, which includes:
This long-term engagement reflects the client’s confidence in Condado’s support model and engineering depth.
From initial implementation to realignment and beyond, Condado delivered both tactical execution and strategic advocacy. This included:
This engagement demonstrated how Condado operates not just as an integrator, but as a CX360 partner—engineering robust solutions, navigating platform limitations, and earning long-term trust.
