When teams move to the cloud, the hardest work is often in the details. Which systems talk to each other? What data do they exchange? Who owns what? That is where most transitions get complicated.
For Netsmart, the goal was to move their contact center to NiCE CXone. At the same time, they wanted CXone to communicate directly with ServiceNow. They did not have an integration framework in place, and the requirements were still forming. What they needed was help defining both the system and the logic behind it.
That is where we got involved.
Netsmart is a healthcare technology company that provides software, EHR platforms, and data solutions for behavioral health and human services organizations across the country. Internally, they operate with three distinct departments, each with its own operational needs, all supported by a central IT group.
The IT group brought us in with a clear mandate: deploy CXone, then connect it to ServiceNow.
Netsmart was moving away from an on-premise phone system and needed to deploy CXone across their departments. They also wanted to streamline their case and ticket management workflows through a ServiceNowintegration.
The challenge was simple in description but complex in practice. There was no existing API framework. No defined endpoints. And very little clarity around what data should actually be exchanged between platforms.
The IT team had the skills to support the effort but lacked exposure to CXone’s integration logic. What they needed was a partner who could help them understand how to build something that would last.
We began with a standard CXone deployment. ACD and IVR setup moved forward without issue. Once complete, our focus shifted to the integration with ServiceNow.
There was no existing endpoint to work from. Our team collaborated closely with Netsmart’s IT group to define what that integration should look like. This included identifying what information should appear in CXonescreen pops, what data would be helpful for agents, and how those requests would move through ServiceNow.
We provided architectural guidance on API structure, payload formatting, and authentication best practices. We worked directly with the IT group to support their understanding of CXone’s requirements, so they could build and maintain their own side of the integration.
Instead of operating as implementers, we worked more like technical advisors. We helped shape the logic behind the integration and walked their team through what it meant to deliver something production-ready.
CXone is now fully deployed across Netsmart’s contact center. The ServiceNow integration is active and in use across departments.
The IT team now has a working understanding of how the integration was built, how to support it, and how to evolve it over time. That independence was intentional and designed into the engagement.
This is what Condado brings to the table as a CX360 partner: engineering depth, platform fluency, and a consultative posture that supports client teams not just for go-live, but for long-term ownership.
