This client is one of the largest automotive manufacturers in the world. Their contact center handles tens of thousands of customer interactions daily, across financing, customer service, and collections.
They had a disaster recovery environment in place — what they did not have was confidence in it. Their DR environment was not being kept in sync with production, which meant that in a real failover scenario, agents would log in to find an environment that did not match current operations. Wrong skills. Missing users. Outdated routing. The kind of gaps that turn a manageable incident into a significant operational failure.
No feature within their CCaaS platform addressed this. The client needed someone who could solve a problem the vendor had not anticipated, under the conditions of an enterprise that cannot afford to get it wrong.
Condado was brought in through a trusted systems integrator managing the broader platform implementation. Our role was specific: solve the problem that the platform could not.
This is a pattern we know well. Enterprise CCaaS platforms are powerful, but they are not infinitely flexible. When an organization's operational requirements exceed what the platform ships with, the question becomes who has the engineering depth to close the gap. For complex, custom integrations at enterprise scale, that is consistently where Condado is called in.
We have done this across NiCE CXone, Five9, Zoom, Genesys, and others. The platforms change. The challenge is the same: understand the environment thoroughly, identify what is missing, and build it in a way the organization can actually operate and trust.
Condado engineered a custom synchronization solution that keeps the client's DR environment current with production automatically, across every relevant configuration category. The solution runs on a schedule, can be triggered manually ahead of DR tests or major configuration changes, and gives administrators complete visibility into the status of every sync through a secure management dashboard where authorized users can monitor job statuses, review success and failure logs, and initiate on-demand synchronizations without touching the underlying system.
Access is governed through Single Sign-On, integrated directly into the client's existing identity infrastructure, ensuring only authorized personnel can interact with the environment. It is built to live within the client's own Azure infrastructure, fully owned and operated by their team.
The client now has a disaster recovery posture they can actually stand behind. An environment that reflects production, a sync process that is automated, auditable, and controllable, and a solution built to last, not managed indefinitely by an outside vendor.
The gap that existed before, the one no platform feature could close, has been filled by engineering built specifically for this problem.
The world's largest organizations run on enterprise CCaaS platforms. And when those platforms reach their limits, the ones who need a solution do not have time for a vendor roadmap. They need an experienced team that understands the environment, has solved adjacent problems before, and can build what is missing with the speed and precision that complex enterprises demand.
Condado is that team. We are specialists in the hardest problems at the intersection of contact center technology and custom software engineering, and we have earned the trust of industry giants because we deliver when it counts.
