AI for your contact center

Your team runs the AI.

Q: Do we have to hire an AI team?

No. The whole point is the opposite: the people who already run your floor — QA leads, supervisors, ops managers — shape what the AI does, in plain English, no code. Primas does the hard engineering (integration, scale, reliability). Over time your existing team runs the day-to-day; you don't add headcount, you add capability.

Q: Does our call data leave our network?

Your choice, and it's documented for your auditors. Run fully on-premises with local models and nothing leaves your network. Or bring your own model keys (OpenAI/Anthropic/Azure) if you accept that tradeoff. Either way, recordings, transcripts and PII stay on your infrastructure unless you decide otherwise.

Q: Is this only for call QA?

No. QA is where many start because the value is obvious, but the same build-with-you loop stands up agent assist, autonomous and outbound voicebots, call summarization, sentiment, conversation intelligence, and knowledge-base answers. You start with the one that matters most to your operation.

We train your team, prove one use case on your own calls in weeks — and stay beside them until they are the AI team.

Book a 30-minute strategy session

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Why AI hasn’t worked for you yet

Built for you. Run by them.

File a ticket, wait a quarter — and it still won’t fit the way your floor actually works.

Every tweak is a change request in someone else’s queue

It reports their metrics, not what your floor actually asks

So your team quietly works around it in spreadsheets

The shift

Now the people who run your floor run the AI.

Modern AI removed the coding project — see it working in weeks, then refine it constantly: with the AI, or with us.

01The SDK

The hard part, already built.

It sits on the contact center you already run — ACD, agent desktop, CRM — and turns it into an AI platform. Transcripts, events, scores: everything exposed through APIs and MCP, yours to build on.

02Experts beside you

Primas engineers, beside your team.

Not a support ticket — engineers who’ve built contact centers for 30 years, teaching and building with your people. You’re in the driver’s seat — we’re beside you for as long as you want us there.

03Your team’s tools

Your team holds the tools — all the way down.

QA leads shape behavior in plain English. And your IT team gets the same SDK we build with — they can create whole apps themselves, the way we built the prebuilt ones.

04Prebuilt apps

Start from working apps, not a blank page.

Call recording & analysis, agent assist, real-time sentiment — running from day one. Shape them to your floor, then build your own on the same platform.

Cutaway: your existing infrastructure below, the glowing Primas SDK layer on top, apps rising from it

your appsthe Primas SDK — everything exposedthe stack you already run

A Primas engineer and an operations leader working together at a large screen

Code using the Primas SDK next to the resulting app, built by the customer's IT team, running live

Three prebuilt Primas apps running from day one, plus a slot for your own app

It already happened

The day the team taught the AI.

A real deployment — a QA director at a 1,000+ agent BPO, healthcare campaign

First pass: on 60 of her real calls, the AI missed about a third. Not a model failure — it didn’t know her operation yet.

So her team taught it: their compliance language, their escalation rules, their edge-cases became the rulebook. Nobody wrote code.

Same 60 calls: it scored the way her auditors scored — the disagreements left were the ones her calibrators argued about too. Three runs later, her team was running calibration alone.

The same loop stands up a voicebot, summarization or sentiment — QA is just where most teams start.

Calibration — same 60 calls · agreement with your auditors

First passmissed ~⅓

+her compliance language

+their escalation rules

+the floor’s edge-cases— her QA team, no code

After they taught itauditor-level

See it on your own calls — free.Send five recordings (PII removed, we’ll guide you) — results walked through in 30 minutes. No procurement, no pressure.

Book the free call review

What your team builds

Start with one. Your team builds the rest.

Each one shipped before, proven on your own recordings first. Pick the one that matters most.

AI Quality Management

Score 100% of calls, not a 5% sample. Your QA team owns the scorecard and changes it themselves as standards shift, so every score stays defensible.

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AI Agents

Self-service and autonomous outbound for reminders and surveys. Your team writes the flows in plain language, not a vendor’s IVR studio.

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Agent Assist

Real-time guidance, next-best-action and answers on the agent’s screen. Your supervisors define what surfaces, and when.

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Call Summarization

Action items, intent and resolution written straight into your CRM. Your team tunes what’s captured to match how you report.

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Sentiment & Intelligence

At-risk calls flagged, themes surfaced across every conversation. Your retention team defines “at-risk” for your book — and revises it.

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Knowledge-Base Answers

Your KB indexed and answerable — faster wrap-up, shorter ramp. Your team governs what’s canonical and what’s archived.

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How your team transforms

Month one, they’re learning. By year three, they are the AI team.

Your operations team becomes the AI team — and there’s a clean, no-penalty exit at every step.

Pilot · month 1–3

Learning

One use case, proven on your real recordings. Your team learns to run it — and keeps the knowledge either way.

Your team learns the controls

Production · year 1

Running it

It goes live on the platform you already run — operated with our support, owned by you, CX Suite included.

Your team operates it

Scale · year 2

Owning it

An AI stack across your whole operation — more use cases, more sites, plus your team’s first custom-built capability.

Your team co-owns the stack

Enterprise · year 3

They are the AI team

They run the day-to-day and build the reports and tools around the AI themselves — calling us only when it matters.

Your team leads; we’re beside them

On your stack · no lock-in · compliant

You pick the AI models — and where your data lives.

Your telephony

Connects to what you already run — no rip-and-replace.

Your AI models — swap freely

Every layer is swappable — commercial APIs, or Primas’s own models running fully on-prem.

Language (LLM)

Speech-to-text (STT)

Voice (TTS)

Proven on real contact centers

Built by integrators who’ve run contact centers for thirty years.

Two deployments we can name — regulated, high-stakes, on infrastructure the customer already ran.

Government · public sector

2 moto live, FedRAMP & StateRAMP

A secure voicebot, compliant from day one.

A US government department, on Azure Government.

Read the case study →

Healthcare

75%faster delivery, 20% lower TCO

AI on an existing Avaya contact center — HIPAA-certified.

A nationwide US medical center — the full Primas CX Suite on the infrastructure they already ran.

Read the case study →

Questions

What operators ask us first

Do we have to hire an AI team?

No — the opposite. The people who already run your floor (QA leads, supervisors, ops managers) shape what the AI does, in plain English, no code. Primas does the hard engineering. Over time your existing team runs the day-to-day; you add capability, not headcount.

Does it run on our existing Avaya, Cisco, Genesys or Vicidial?

Yes — it connects to the telephony you already run via SIPREC/CTI/SIP. No rip-and-replace, no migration; your recordings and call path stay where they are.

Does our call data leave our network?

Your choice, documented for your auditors. Run fully on-prem with local models and nothing leaves; or bring your own model keys if you accept that tradeoff. Recordings, transcripts and PII stay on your infrastructure unless you decide otherwise.

How fast does this actually go live?

A working prototype on your real calls in about two weeks, and a production-live use case in roughly three months — versus the 12–18 months this took two years ago. It’s faster because configuring the AI is no longer a coding project.

Is this only for call QA?

No. QA is where many start, but the same build-with-you loop stands up agent assist, inbound and outbound voicebots, summarization, sentiment, conversation intelligence and knowledge-base answers. Start with the one that matters most.

What if it doesn’t work out?

There’s a no-penalty exit at every stage. You start with a focused pilot, graduate only on measured results, and your team keeps the knowledge either way. You’re never committed to a multi-year deal on faith.

See what your team could own in 90 days.

A 30-minute strategy session, no obligation. We’ll look at your stack, pick one use case, and show you exactly how your team takes the controls.

Book a 30-minute strategy session

Your team runs the AI.

Built for you. Run by them.