Enterprise systems are rarely implemented in pristine conditions. Project roadmaps meet operational demands, legacy decisions, and infrastructure that is still taking shape.
CRM systems are typically at the center of outbound dialer implementations. They orchestrate call eligibility, history, suppression rules, and recontact workflows. But sometimes, organizations move forward before a full CRM is available.
That was the case with ADAP. The objective: deploy a fully operational outbound dialer on NiCE CXone, without a standard CRM in place.
We began by designing a fully self-contained dialer logic using CXone’s native capabilities. Later, as trust developed, we worked with the client’s development team to introduce selective data access from their internal contact management system: an in-house tool with limited CRM functionality.
This is the story of how the system came together: from minimal state logic to an extended, data-aware dialer built for real-world constraints.
ADAP is a U.S.-based provider of extended vehicle protection plans. The company helps drivers manage repair costs beyond factory warranties through a nationwide support network. Contact center operations are central to ADAP’s customer engagement and sales strategy.
Most CXone dialer deployments begin with an integrated CRM. It typically manages:
At the time of our engagement, ADAP did not have an external CRM integrated into their dialer flow. They did, however, maintain a proprietary internal system with some contact-level data. Initially, this system was not accessible to CXone.
Our challenge was to ensure the dialer functioned effectively in this interim state while keeping the door open for deeper integration later.
We configured the CXone dialer to operate independently using internal campaign logic:
This ensured the dialer could run autonomously and deliver value immediately.
As the project progressed, we collaborated with ADAP’s development team to establish limited API access to their internal contact management system. This allowed CXone to retrieve key data points, enhancing campaign logic without requiring full CRM dependency.
By maintaining a modular architecture, we were able to extend the system’s capabilities without disrupting the dialer’s core logic or introducing fragility.
The dialer went live, operated successfully, and aligned with ADAP’s outreach strategy. The integration of selective internal data made the system more intelligent over time without compromising performance or maintainability.
What this project showed:
Many enterprise teams face sequencing tradeoffs: stand up new tools now, or wait for all systems to be ready. This project shows how a smart, phased approach can unlock immediate value while keeping long-term flexibility intact.
At Condado, this is how we operate. We help clients move forward responsibly, even when conditions are imperfect: designing for the state you are in and the one you are growing into.
The success of this engagement did not hinge on ideal architecture. It hinged on engineering resilience into what was available—and expanding carefully from there.
That is the kind of delivery Condado brings to every engagement. In CX, the ability to build for what exists while preparing for what comes next is what turns delivery teams into strategic partners
