THE PRIMAS GROUP

The Primas Group has provided software solutions, software development, technology solutions, and professional services for contact centers since 1994.

Where Contact Center Experience meets Innovative Technologies

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PROVIDING OMNI-CHANNEL AGENT CAPABILITIES FOR YOUR CONTACT CENTER HAS NEVER BEEN EASIER

Enhance your Customer's Experience today with Primas CX.
The easy way to implement true Omni-channel functionality - without breaking the bank.

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PREDIAL SOLUTION

Tired of waiting in Call Center queues that don't callback? Reduce hold times to approximately 30 seconds by scheduling a call back from our revolutionary Cloud solution that monitors hold times of other call centers

"FREEDOMQ" CALLBACK

FreedomQ is a convenient customer call back package for improved customer satisfaction. Customers no longer need to wait in queue. All channels are supported

"EVOLUTION FCR" FIRST CONTACT RESOLUTION

Evolution FCR is a metric that is achieved through analytics and refinement. Primas CX captures the customer journey analytics for future root cause analysis, while immediately handling repeat callers with specialized treatments.

RECONNECT DROPPED CALLS WITH "RECONX"

When dropped calls happen, Primas CX will automatically place an outbound call to reconnect the customer to the agent who was helping them.

POST CONTACT SURVEY

The Voice of the Customer is another standard contact center requirement. Automatically survey every contact or use intelligent based parameters such as long hold times, repeat calls, number of transfers, etc. for in-depth intelligent reporting.

CLOUD SURVEY

Want cloud-based solutions for pay as you go? Install a CTI connector and leverage the cloud for the rest. Both Surveys and CallBacks are available.

OMNI-CHANNEL INTEGRATION

OMNI-Channel agents, require OMNI channel web sites. Primas CX provides the pre-packaged Javascript for your web site and enablement technology for your agents.

SCREEN POP

Screen Pops are basic vanilla features for CTI Agent desktops can use DLLs or Web Extensions. APIs and end-user development tools are included.

PRODUCT

PRIMAS CX

FreedomQ
Customer Callback

A Callback dashboard helps the contact center agent understand real-time queue information as well as callback queues.

Automatic callbacks are done by the actual position.

Manual callbacks allow prioritization of call back based upon customers to submitted descriptions entered via SMS or Speech to text.

SMS interaction

Over 85% of calls to call centers occur on cell phones.

PrimasCX offers:

SMS in Queue
SMS during the call
SMS for Hearing Impaired
SMS for Callback progress

WEB SCREEN POP

With a modern web browser, your agents have all the capabilities to receive CRM screen pops, as well as chat/email/Facebook interactions, video calls, co-browsing and WebRTC remote working.

The agent feature can be easily integrated into your contact center web portals using embedded HTML/Javascript, built-in web application or web browser extensions.

AGENT DASHBOARD

If agents are happy, your customers are happier

One web page for agents with all capabilities:

Call control
Agent state management
Real-time queue information
Screen pop and social media interaction
Agent statistics
Embeded Web RTC agent phone

EASYPAY – SECURE PAYMENT INTEGRATION

Your agent can watch the payment progress but can’t see the card information.

Customer can make a payment in multiple channels:

Pay by phone call
Pay by chat / social media
Pay by text
Pay by email

REMOTE AGENT

A complete solution that enables your agents to Work-From-Home when needed

Integration that enables contact center agents to work remotely.
Integrate with your Phone Switch via SIP trunks to provide Web RTC phones to your remote agents.
A web page provides agent station features: queue information, agent statistics, screen pop, first contact resolution, chat, email, video share, screen share.
FreePBX integration and synchronization for small-medium contact centers.

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Thank you for your interest in the Primas Group

It is our goal to serve you. Whether you are interested in our Primas CX suite of omni-channel contact center apps, our new ScheduleNOW Vaccination Scheduler, IVR programming, CRM integration, Chat programming or other customized solutions, Primas delivers at the speed of need. We can have you up and running in short order. Please let us know how we can help. Simply give us a call or complete the form below.