TriCounties Bank, a California-based community institution, set out to modernize its customer engagement capabilities. The core driver of this initiative was the bank’s desire to adopt Amelia, a voice-first AI platform, to support natural language IVR and biometric voice authentication.
While the TriCounties leadership had already selected Amelia and NiCE CXone as core platforms, the two systems lacked any out-of-the-box integration path. This put the bank in a challenging position: how to deploy conversational AI and secure authentication without replatforming or restarting from scratch?
That is when Condado was brought in as a specialist integration partner to build a completely custom integration between NiCE CXone and Amelia.
The Challenge: Licensing Gaps & Platform Limitations
TriCounties had three core objectives:
However, the execution path was blocked by key constraints:
Without a native way to connect the platforms—or a clear roadmap for building what was missing—TriCounties needed an engineering partner with real-world experience and execution capabilities.
Condado was brought in as a specialist integration partner to engineer a fully custom framework that connected Amelia and NiCE CXone. Our team built around the platform limitations to deliver a seamless, AI-powered, bilingual customer experience.
Created a conferencing bridge that allowed Amelia to operate inside NiCE’s IVR flow. This enabled real-time variable passing and dynamic call routing based on user intent.
Designed voiceprint flows that enabled secure, touchless authentication in both English and Spanish, eliminating the need for SMS verification and supporting compliance.
Built fallback logic and redundant self-service flows inside NiCE to handle use cases excluded from Amelia’s license tier.
Engineered fallback paths that routed unresolved queries to live agents without jarring transitions or customer confusion.
This is where Condado’s approach stands apart. We are not a traditional implementation partner. Our strength lies in understanding both what platforms are intended to do and what they are capable of when pushed to their limits.
When TriCounties ran into voice interface limitations, we built new pathways. When Amelia’s licensing left gaps in DTMF support and multilingual biometrics, we engineered around those constraints.
TriCounties serves a wide demographic, including a significant number of older customers. Their transformation strategy was not about chasing trends. It was about evolving customer experience while keeping familiar interaction patterns intact.
Rather than forcing a full redesign, we focused on enhancements where they would matter most:
This was CX modernization, grounded in user behavior and operational truth.
The most complex challenges in this project were not technical, but rather structural.
Platform decisions and license selections had already been made before Condado was engaged. Like many enterprise buyers, TriCounties assumed a “complete solution” was being delivered. Instead, they got a base package that lacked essential features.
This is a pattern we see often: vendors segment capabilities across SKUs, and without strategic advisory, clients end up with partial solutions and unexpected build requirements.
Had we been involved earlier, we could have:
At Condado, we specialize in making AI and CX platforms deliver actual outcomes, even when the pieces do not fit out of the box. With a vendor-agnostic lens and an engineering-first mindset, we close the gap between what teams are sold and what they really need.
So the key takeaway here?
If you are investing in AI-driven CX, bring us in before decisions are locked. Our experts will help you choose smarter, integrate cleaner, and deliver faster.
This project reflects a growing trend across industries, i.e. enterprise platforms increasingly require custom integration to achieve their promised outcomes. Whether due to licensing gaps, native tool limitations, or client-specific needs, AI cannot deliver its full value without a specialized partner who understands the entire CX stack. Condado filled that role for TriCounties—bridging the systems, translating the expectations, and delivering a result that works.
Our team understands not only what platforms are supposed to do, but what they can do when you understand their edge cases. We have done this before, for IBM, for Ferrellgas, and for other organizations who needed more than what off-the-shelf tools could provide.
When AI needs to fit your business—not the other way around—Condado can help.
Reduced delays and manual effort by automating post-call data flow through middleware integration and intelligent process design.
