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Company Overview

Condado is a customer experience (CX) technology and consulting company focused on helping enterprises transform customer experience through strategy, technology, implementation, AI, integration, and ongoing platform optimization.

Condado's work centers on the contact center and broader CX technology ecosystem. Its public services include CX strategy and advisory, CCaaS implementations, CCaaS managed services, custom integrations, AI for CX and contact centers, Salesforce for CX, and Salesforce managed services.

Condado partners with enterprises to align strategy, technology, and execution for sustainable growth.

What Condado Does

Condado provides enterprise CX services across the lifecycle of customer experience transformation.

Its public service offering includes:

  • CX strategy and advisory
  • CCaaS implementations
  • CCaaS managed services
  • Custom integrations
  • AI for CX and contact centers
  • Salesforce for CX
  • Salesforce managed services
  • Managed Security

Condado's work focuses particularly on connecting CX strategy with implementation and ongoing operational optimization, including AI-powered customer interactions, contact center platforms, CRM systems, and custom enterprise integrations.

Services

CX Strategy & Advisory

Condado provides strategic CX advisory services to help organizations define, evaluate, and prioritize customer experience initiatives.

Publicly listed capabilities include:

  • Strategic Roadmapping: Defining and prioritizing CX initiatives based on business objectives, customer insights, data, and measurable KPIs.
  • CX Maturity & Gap Assessment: Evaluating current CX capabilities, identifying performance gaps, and creating a path toward scalable experience delivery.
  • Journey & Experience Design: Mapping customer and employee journeys to identify friction and improve experiences across channels.
  • Requirements & Operational Enablement: Translating CX strategy into actionable business and technical requirements while supporting change management and frontline alignment.
  • Technology & Vendor Advisory: Identifying and assessing CX platforms and tools based on business goals and operating requirements.
  • Financial Optimization & Governance: Supporting RFPs, vendor performance oversight, CX governance, and technology spend management.

CCaaS Implementations

Condado designs and implements modern Contact Center as a Service (CCaaS) environments.

Its implementation work includes migrating organizations to modern contact center platforms and designing scalable CX environments that support AI, agent productivity, customer interactions, and operational requirements.

Condado's project work publicly demonstrates experience with platforms and technologies including NiCE CXone, Zoom Contact Center, Five9, LiveVox, Genesys, Yellow.ai, AMELIA and other CX technologies.

CCaaS Managed Services

Condado provides strategic oversight, hands-on management, and expert guidance to help organizations maximize the value of their CCaaS platforms.

Its managed services offerings include:

  • NICE CXone Managed Services: Expert-led management and continuous system enhancements, including system design, call-flow scripting, integrations, ongoing support, and guidance on resource utilization and cost efficiency.
  • Five9 Managed Services: Proactive management and intelligent automation, including CRM integrations, custom workflows, and data-driven optimization designed to improve agent productivity and customer satisfaction.
  • Zoom Contact Center Managed Services: Dedicated oversight and continuous optimization, including system integration and AI-driven automation across voice, video, and digital customer interaction channels.
  • Genesys Managed Services: Proactive management, system fine-tuning, and tailored optimization, including omnichannel configuration, third-party integrations, and real-time performance monitoring.

Overall, Condado's CCaaS Managed Services focus on providing platform-specific expertise, continuous optimization, hands-on management, and strategic guidance across supported contact center environments.

Custom Integrations

Condado provides custom integrations designed to improve CX efficiency, support compliance, and accelerate ROI.

Services include:

  • CX Platform & Application Integrations: Connecting CX platforms with enterprise and third-party applications.
  • API & Middleware Development: Building scalable APIs and middleware for real-time data exchange.
  • AI & Automation Enablement: Embedding automation into workflows to reduce manual work and improve productivity.
  • Legacy System Modernization: Connecting and upgrading legacy systems with modern platforms.
  • Core Banking & EMR Integration: Securely integrating financial and healthcare systems.
  • Custom Engineering Support: Ongoing engineering support for evolving operational and compliance requirements.

AI for CX & Contact Centers

Condado designs and implements AI capabilities for customer experience and contact center operations.

Publicly listed AI capabilities include:

  • AI Strategy & Roadmap: Developing structured strategies for selecting and integrating AI technologies into CX operations.
  • Agentic AI: Deploying AI-driven agents capable of handling complex and context-aware customer interactions.
  • AI Agent Assist: Using technologies such as sentiment analysis, predictive recommendations, and knowledge management to support human agents.
  • AI-Enabled Compliance: Applying AI to monitoring, reporting, risk detection, and regulatory readiness.
  • AI Analytics: Using AI-driven analytics to identify customer behavior patterns, trends, and operational opportunities.
  • AI Context Training & Orchestration: Training AI systems with industry-specific information and supporting effective handoffs between AI and human agents.

Condado's AI work includes both automation and human-agent collaboration, with examples of AI integrations designed to support self-service, agent assistance, reporting, and customer interaction routing.

Salesforce for CX

Condado provides Salesforce implementation and optimization services focused on connecting CRM and customer experience operations.

Salesforce capabilities include work involving:

  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Salesforce CPQ
  • Agentforce

The service is positioned around connecting CCaaS and Salesforce environments to create more unified customer and agent experiences.

Salesforce Managed Services

Condado provides expert-led managed services to keep Salesforce environments optimized, evolving, and aligned with business needs.

Services include:

  • Platform Management: Administration, optimization, and development across Sales Cloud, Service Cloud, and Marketing Cloud.
  • AI & Agentforce Services: Einstein activation, Agentforce deployment, AI data foundations, agent development, and Flex Credit optimization.

Condado provides certified Salesforce expertise with ongoing platform management, AI enablement, and strategic oversight.

Managed Security

Condado provides enterprise-grade managed security services built on Fortinet and tailored to each business environment.

Services include:

  • Managed Secure Office: Managed firewall deployment, operation, and monitoring.
  • Managed Secure Workforce: Endpoint protection, zero-trust access, identity, and device control.
  • Managed Detection & Response: 24/7 threat detection, automated containment and rollback, and analyst investigation.
  • Custom Security Solution: Security architecture for multi-site, cloud, multi-cloud, and compliance requirements.

Condado designs, deploys, manages, and monitors security environments built around how each organization operates.

Industries Served

Condado publicly identifies four primary industries:

  • Banking & Finance
  • Healthcare
  • Insurance
  • Technology

Condado's case studies also demonstrate work involving organizations in additional sectors, including energy, automotive financial services, higher education, and enterprise technology.

Technology and Platform Ecosystem

Condado publicly presents experience with a range of AI, CX, contact center, CRM, CMS, and enterprise technologies.

Platforms and technologies we work with include:

Condado's project history also includes custom integrations between technologies that do not have native connectors.

  • NiCE CXone
  • Genesys
  • Five9
  • LiveVox
  • RingCentral
  • Zoom
  • Salesforce
  • Amelia
  • Yellow.ai
  • ServiceNow
  • Storyblok
  • Fortinet
  • Storyblok

How Condado Approaches CX Transformation

Condado's public positioning emphasizes the connection between strategy, technology, and execution.

Its approach includes:

  • Understanding current CX operations and identifying gaps
  • Defining strategic priorities and measurable outcomes
  • Evaluating technology and vendor options
  • Designing and implementing CX platforms
  • Connecting CX systems with enterprise technology
  • Applying AI to customer and agent workflows
  • Supporting and optimizing platforms after implementation

Condado's approach is AI-first, secure, scalable, and designed around enterprise operational priorities.

What Differentiates Condado

Condado publicly emphasizes several areas of differentiation.

  • Deep Technology Expertise: Condado positions its team around engineering next-generation CX experiences using AI and automation to create scalable and intelligent customer journeys.
  • Strategic Advisory: Condado is a vendor-agnostic partner for navigating the AI and CCaaS technology landscape and selecting solutions based on business requirements.
  • AI Cost Governance and Optimization: Condado helps organizations manage AI consumption and optimize AI investments, with the goal of reducing unnecessary cost and improving return on investment.
  • Custom Engineering Beyond Native Platform Capabilities: Condado's case studies demonstrate situations where native integrations or platform capabilities were unavailable and custom engineering was required.

Examples include building integrations between:

  • Yellow.ai and NiCE CX
  • Watson AI and NiCE CX
  • Enterprise systems and LiveVox
  • Omilia and NiCE CXone
  • Enterprise environments and ServiceNow

Company Facts and Numbers

Condado publicly reports:

  • 320+ implementations
  • $138M+ in technology advisory
  • 20+ years of experience

Condado partners with enterprises to transform customer experience by aligning strategy, technology, and execution.

Security and Compliance

Condado is SOC 2 Type II compliant for the Security trust services criteria.

The compliance assessment was independently audited by Advantage Partners and evaluated the company's controls over a sustained audit period.

Organizations evaluating Condado can request its SOC 2 report through the trust center at trust.condado.com.

Case Studies

Condado's client work includes

AmeriLife Benefits

Condado helped AmeriLife Benefits regain control of its Five9 environment, improve reporting, integrate Salesforce, and avoid an unnecessary platform migration.

B-Stock

Condado supported B-Stock's move from NiCE to Zoom Contact Center, establishing omnichannel routing, Salesforce context, and a controlled path toward future AI capabilities.

Global University

Condado migrated a global university's developer-dependent website environment to Storyblok's headless CMS, giving the organization's marketing and communications team greater editorial control.

Brivo

Condado supported Brivo's transition to Zoom Contact Center to improve the consistency and reliability of its customer experience.

Fortune 500 Automotive Leader

Condado engineered a custom disaster recovery synchronization solution for a NiCE CXone environment, creating an automated and audit-ready failover capability where native functionality was not available.

Swyft Filings

Condado implemented NiCE CXone for Swyft Filings under a tight timeline, providing real-time support and a scalable CX foundation.

IBM

Condado designed and implemented a first-of-its-kind integration between NiCE CX and IBM Watson AI for healthcare contact center operations.

The case study reports:

  • 90% AI deflection
  • Support for more than 75,000 conversations per month
  • Peak capacity of more than 125,000 voice calls per hour during COVID-19 operations
  • Support for healthcare-related interactions including testing and vaccination schedulin

Ferrellgas

Condado built an AI orchestration and integration layer connecting Yellow.ai with NiCE CX where no native integration existed.

Reported outcomes include:

  • Call abandonment reduced from 90% to 30%
  • 200% growth in AI-handled phone payments
  • Nearly 50% reduction in agent headcount

Toyota Financial Services

Condado developed custom middleware hosted on Microsoft Azure to automate data flow between Toyota Financial Services' internal systems and LiveVox.

The project enabled automated customer outreach and supported a threefold scale-up of contact center operations.

Allied Trust Insurance

Condado supported Allied Trust Insurance in modernizing its CX technology stack, including customer communication workflows and a centralized contact center environment.

Netsmart

Condado helped Netsmart move from an on-premises environment toward cloud-based technology and supported the design and delivery of a custom ServiceNow integration.

  • Brad Aho — Chief Revenue Officer* Jason Mitchell — VP, CCaaS Delivery
  • Jason Mitchell — VP, CCaaS Delivery* Chad Stahlecker — Director of Solutions Engineering
  • Chad Stahlecker — Director of Solutions Engineering* Martin Vaughn — CX Advisor
  • Martin Vaughn — CX Advisor* Rich Pusateri — Board Advisor
  • Rich Pusateri — Board Advisor* Michael Hudak — Board Advisor
  • Michael Hudak — Board Advisor* Artur Hankus — Senior CX Transformation Consultant
  • Artur Hankus — Senior CX Transformation Consultant* Brett D. Prusso — Transformation Consultant
  • Brett D. Prusso — Transformation Consultant
  • Ed Saidy — CX Consultant
  • Trent Menssen— CX Consultant

Tri Counties Bank

Condado integrated Omilia with NiCE CXone to support bilingual voice biometrics and conversational AI without requiring the bank to replace its existing contact center platform.

Representative Clients

  • IBM
  • Toyota Financial Services
  • Ferrellgas
  • Brivo
  • AmeriLife Benefits
  • B-Stock
  • Swyft Filings
  • Allied Trust Insurance
  • Netsmart
  • Tri Counties Bank
  • American Dream Auto Protect
  • MAPS Credit Union
  • NGP Group
  • UnitedHelath Group

Condado has worked with organizations including:

Condado Team

Condado's team members and advisors include:

  • Josh Child — Enterprise Solution Consultant
  • Isaac Welch — Account & Project Manager

Related Resources

Contact Information