MAPS Credit Union

Inside MAPS Credit Union’s Core Integration Journey

This case study explores how MAPS Credit Union partnered with Condado to solve a missing integration between its FIS core banking system and NiCE CXone. What began as a tactical fix evolved into a long-term partnership with Condado providing managed services and AI consultation.

What MAPS Wanted: Seamless Core-to-Contact-Center Synchronization

MAPS Credit Union was in the middle of modernizing its member experience infrastructure. They wanted to unify their core operations with a cloud-based contact center. They had already implemented NiCE CXone for their contact center and FIS for core banking. While both platforms were mission-critical, they existed in isolation:

  • FIS Core Banking handled all back-office transactions. ‍
  • NiCE CXone enabled member interactions through voice and digital channels.

There was no native integration, which meant that customer service agents lacked real-time visibility into account data and had to manually toggle between systems, increasing handle time and reducing member satisfaction.

MAPS needed more than just a functional integration. They wanted:

  • Real-time access to account data inside the CXone agent desktop.
  • A member experience that felt seamless, not delayed or fragmented.
  • A bridge that was scalable, secure, and did not require re-platforming.

And they needed it built from scratch. There was no pre-existing solution to fall back on.

Immediate Considerations: Challenges Condado Had to Solve

  1. No Native Connector Between FIS and CXone

There were no off-the-shelf options for MAPS to integrate its FIS core with CXone. Condado had to design and deploy a custom API layer, purpose-built for the financial services environment. ‍

  1. High Stakes Member Experience

Agents were losing valuable time switching between systems, searching for member data manually. This created friction at the worst possible moments, often during urgent or sensitive service requests. ‍

  1. API Volatility on the FIS Side

FIS APIs were often unstable or returned intermittent failures. This required Condado to implement layered fault tolerance, logging, and observability tools.

Condado’s Solution: Seamless FIS–CXone Integration

Condado engineered a purpose-built API bridge between MAPS’ FIS core and CXone platform. This integration allowed CXone agents to surface relevant member data mid-interaction, eliminating window-switching and reducing handle time.

  • Real-Time API Bridge between FIS and CXone, enabling in-call data access
  • Custom Error Handling Framework to address upstream FIS volatility
  • Observability Layer built in for diagnostics, debugging, and SLA tracking  
  • Scalable Architecture designed for extensibility into CRM, AI, and future platforms  

Learn how Condado engineers custom integrations tailored to your business needs.
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Partnering for Long-Term Success

MAPS did not view this as a one-and-done project. They wanted a partner who could evolve with them. That trust came from consistent service, high technical standards, and our ability to deliver outcomes.

Condado remains a strategic partner, supporting MAPS’ CX stack through:

  • Managed Services for CXone

Following deployment, MAPS retained Condado to handle managed services for its NiCE CXone environment. Our team monitors performance, triages technical incidents, and handles a high volume of FIS-origin API failures.

Explore Condado’s Managed Services →

  • AI Consultation

With the integration stabilized, MAPS engaged Condado for help scoping AI initiatives. We are currently leading vendor evaluations and identifying high-impact use cases, focusing on where automation could improve agent efficiency without compromising service quality.

Explore Condado’s CX AI Services   →

Final Thoughts

Our work with MAPS demonstrates what is possible when a credit union commits to solving foundational platform problems with the right partner. It also shows how engineering excellence, long-term alignment, and trusted advisory can turn a tactical initiative into a strategic growth path.

Condado continues to support regional banks and credit unions across the country with this kind of hands-on, engineering-first partnership.

Want to see how this approach plays out across other institutions?