This case study explores a real-world NiCE CXone migration executed under pressure. With no margin for downtime, Condado provided immediate stabilization and a scalable foundation for CX growth.
Backed by experience from over 100 NiCE implementations, the team delivered both technical execution and real-time support, including a 13-hour live bridge that guided Swyft Filings through an early cutover.
Swyft Filings is an online business formation and document filing service that helps entrepreneurs register entities such as LLCs and corporations and manage related compliance paperwork.
Founded in 2015 and headquartered in Houston, Texas, the company supports business registration and ongoing document services across all 50 U.S. states and Washington, D.C.
Swyft Filings needed to exit its RingCentral environment on a fixed timeline. Their internal team had identified NiCE CXone as the right long-term platform for routing, IVR, and analytics.
What they lacked was a partner who could deliver the implementation under pressure, and design it with enough flexibility to support future phases of growth. The project required a controlled migration, executed within weeks, with no margin for communication downtime.
Swyft Filings implementation presented several challenges that required technical and operational coordination
The early number port was the most immediate risk. It took the implementation out of theory and put it into crisis response mode. Numbers were routing to nothing. Calls were dropped. The business impact was significant.
Condado’s role was to implement a phased, resilient NiCE CXone environment that could both meet Swyft Filing’s immediate service needs and scale into future capability expansions.
With over 100 NiCE implementations delivered and decades of collective CX experience, Condado was positioned to lead the project across strategy, design, deployment, and post-cutover support.
The phased deployment approach was designed to balance urgency with long-term planning. Each implementation step was prioritized based on business impact, resource availability, and platform stability.
Two weeks following the accelerated cutover, Swyft Filings contact center team confirmed that the environment was performing as intended. Calls were routing correctly, agents were engaged, and system behavior matched design specifications.
While the NiCE CXone platform technically went live earlier than expected, this internal stabilization milestone marked the first point where Swyft could shift from reactive issue resolution to proactive experience improvement.
There is a difference between implementing a platform and managing a transition. Swyft Filings needed both. They needed a partner who understood the implications of system downtime, worked within their realities, and kept the project moving when plans broke down.
Condado brought depth in NiCE CXone, but more importantly, experience with time-sensitive implementations under constraint. The team understood how the platform would behave under real-world pressure.
During the unplanned cutover, Condado’s engineers remained on-call for more than 13 consecutive hours adjusting logic live, running test traffic, and ensuring the IVR responded as designed.
There were no gaps in communication. The bridge stayed open. Updates were continuous. At no point was the client unsure of what was happening or what to expect next.
Today, Swyft Filings NiCE environment is no longer in triage. With baseline call handling in place and advanced features underway, the team is actively moving toward intelligent automation, CRM alignment, and real-time assistive tooling.
Condado remains a trusted partner, continuing to lead the development of post-launch capabilities and serving as a strategic advisor in Swyft Filings broader CX evolution roadmap.
