B-Stock is a B2B ecommerce marketplace that connects retailers and manufacturers with business buyers for returned, excess, and trade-in inventory. Its technology enables businesses to manage and resell inventory through online auction marketplaces.
B-Stock operated its contact center on NiCE InContact while customer interaction volumes continued to rise across voice, chat, and email. The team had already absorbed a two-person reduction, but there was no automation in place to help carry the additional load. Agents were stretched, and the business needed a way to scale service without simply rebuilding headcount.
With the NiCE contract approaching expiration, B-Stock had a narrow window to determine its next move. Renewing as-is would preserve the current environment, but it would not address the operational pressure, limited automation, or the need for tighter visibility into Salesforce.
The timing created an opportunity to evaluate the contact center more broadly. B-Stock could either extend the existing model or use the renewal point to establish a platform and operating foundation better suited to future demand.
The challenge was not simply choosing a replacement. B-Stock needed to understand how each option would support routing, reporting, CRM context, multilingual service, and future automation. Commercial structure also mattered. The business wanted a path to AI without committing the full engagement to technology that had not yet been validated in its environment.
B-Stock needed one partner that could connect the platform decision to implementation and long-term operation. Condado was brought in to guide the vendor evaluation, shape the commercial strategy, plan the migration, and lead deployment.
As a vendor-agnostic CX partner, Condado evaluated the decision through operational, technical, and financial lenses. The goal was not to recommend more technology. It was to identify the environment B-Stock could run effectively, migrate to within the available window, and extend into automation at the right pace.
Condado began by grounding the selection process in B-Stock's operating requirements. The team assessed current interaction volumes, channel needs, routing logic, Salesforce workflows, staffing pressure, and automation goals. Options were compared against day-to-day usability and implementation risk, not only feature lists.
That process led to Zoom Contact Center Elite as the core environment. Its fit with B-Stock's desired omnichannel model, Salesforce visibility, and future automation roadmap provided a practical foundation for the transition.
Condado then led the phased migration from NiCE to Zoom Contact Center Elite for roughly 60 agents. The first priority was dependable call handling, routing, and reporting across voice, chat, and email. Core operations had to be stable before the program expanded into more advanced capabilities.
The deployment also accounted for multilingual service requirements. English and French live voice support were incorporated, with a Spanish workaround established while broader coverage scales. This allowed B-Stock to move forward without letting a single dependency hold up the wider migration.
Salesforce alignment was treated as part of the operating design rather than a later add-on. Condado configured the new environment so agents could access relevant customer context within the interaction experience, supporting more connected handling across channels and reducing the need to work between disconnected systems.
Zoom Virtual Agent was deliberately sequenced after the core platform. This gave B-Stock time to validate routing and reporting before automation began handling customer interactions.
Condado also helped structure the commercial terms around that phased strategy. The core Zoom Contact Center environment was placed on a 48-month term, while the AI component was separated into an initial 12-month term. This gave B-Stock room to test, measure, and refine automation without making the full contact center decision dependent on an unproven first phase.
At this stage, the most important outcome is the operating foundation now being put in place: a clearer contact center model designed to support rising demand, improve visibility, and prepare the business for automation without forcing AI into the environment too early.
Condado's role extends beyond platform selection and initial deployment. The engagement includes planning for a proposed hypercare period and ongoing managed services as the environment stabilizes and the AI phase develops. This continuity positions Condado to help B-Stock refine routing, strengthen reporting, and introduce automation based on production insight rather than assumption.
A contract expiration can create urgency, but it can also create leverage. Organizations that treat the moment as a strategic review can reassess the platform, operating model, integrations, and commercial structure together instead of renewing each decision in isolation.
B-Stock's phased approach reflects a practical sequence for AI-ready contact center modernization: choose for operational fit, establish reliable routing and reporting, connect the systems agents already use, then introduce automation with clear boundaries and room to learn. Condado brought those decisions together under one accountable team, from evaluation through implementation and the path beyond go-live.
Condado has become part of One Primero — a consolidated operating brand bringing Condado's contact center expertise and Tricension's technology delivery capability together under one name. Same team, same relationships. New name.
