AI for your contact center

The people who run your contact center should run its AI.

Not a new team to hire — the QA leads and supervisors you already have, shaping the AI in plain English on the contact center you already run. Primas, a 30-year integrator, does the hard engineering, then hands you the keys.

On your stack — no migration, no rip-and-replace
Model-independent — on-prem or your own cloud keys
You own what you build — no vendor lock-in

Book a 30-minute strategy session

Primas StudioQAOM
Components
QA
Voice
Knowledge
Sentiment
Compliance
+ Add
Your team writes the goal — plain English
"Greet callers by name, answer billing questions from our policy, and flag anyone who sounds upset."
Primas composes the capabilities — on your stack
Voice
Knowledge
Sentiment
✓
Your Contact Center AIproduction-ready, running in your environment
Runs on your stack Avaya Cisco Genesys

Your team composes the AI — in plain English, on your platform.

Trusted by leading enterprises across the globe

Visa UW Medicine Blue Cross Blue Shield HGS Aflac Decathlon ISB ZaloPay

Why AI hasn't worked for you yet

AI arrived the way every vendor system has for decades: done to your contact center, not with you.

You file a ticket. You wait on a vendor's roadmap. You rent a black box you can't open — and the people who know your operation best never touch it. So it never quite fits the way your floor actually works.

You file a ticket Vendor backlog A change you can't see inside You wait a quarter …and it starts over
The shift

Now the people who run your floor run the AI.

Building AI used to be a coding project a vendor did for you. Now your own people shape it in plain English and see it working in hours — while Primas handles the engineering underneath. Months, not years.

The old way — built for you
Businesswrites requirements
→
Tech teamtranslates to code
→
Build & shipover months
→
Reviewfind gaps
→
Iteratemore months

12–18 months, and meaning is lost at every handoff

The new way — built with you, in one tight loop
Your team shapes itQA leads & SMEs, in plain English — no code
shapes → ← refines in hours
The AI workslive on your data — they see it & refine, no translation step
Running on the Primas Contact Center platform & SDK — with expert training & support, in your driver's seat or by your side.
↓
It goes live in production, fits the way your operation runs, and your team owns it.

What your team builds

Start with one. Your team builds the rest.

Each one is something we've shipped before — proven on your own recordings, then shaped by your team to fit your operation. Pick the one that matters most to you.

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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Voicebots — inbound & outbound

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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A real build

The day the team taught the AI.

At a BPO across 1,000+ agents, a QA lead sat with our engineer and the AI's first pass at scoring her calls. On a sample of 60 calls, it missed about a third — not a model failure, a context failure: it didn't know her operation yet.

So her team taught it. Their edge-cases, their compliance language, their escalation rules became the AI's rulebook — and on the same 60 calls, it then matched her auditors. Nobody wrote code; her team wrote the judgment. Three runs later, they were running calibration themselves.

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

AI vs. your auditors, same 60 calls

~⅓
missed at first
(before your team taught it)
→
match
after calibration
(your rules, your judgment)

See it on your own calls — free.

Send us five recordings (PII removed — we'll guide you). We run it on your calls and walk you through the results in 30 minutes. No procurement, no pressure.

Book the walkthrough

How your team transforms

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

You don't hire an AI team — your operations team becomes one, while Primas does the hard engineering beside them and fades to consultative. A clean, no-penalty exit at every step.

1
Pilot · month 1–3

Learning

One use case, proven on your real recordings. Your team learns to run it — and keeps that knowledge whether or not you continue.

Your team learns the controls
2
Production · year 1

Running it

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

Your team operates it
3
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
4
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

Why this is the model that works

Every other path keeps you dependent. Only one makes your team the owner.

Cloud CCaaSrip & replace migrationBlack-box AIthe AI-native vendorsDIY SDKbuild it yourselfPrimasbuild-with-you
Your operations team shapes & evolves it✕✕✕✓
No new AI team to hire✓✓✕✓
Keep the contact-center platform you already run✕✓✓✓
You choose the AI models — on-prem or your cloud✕✕✓✓
You own it — no vendor tickets, no lock-in✕✕✓✓
Live in ~3 months, not 12–18✕demo only✕✓

Primas — build-with-you

Your team shapes & evolves it✓
No new AI team to hire✓
Keep the platform you already run✓
You choose the models — on-prem or cloud✓
You own it — no tickets, no lock-in✓
Live in ~3 months✓

Every other path

Cloud CCaaS migrationrips out your stack, vendor-owned
Black-box AI vendorscan't see in, data leaves, you don't own it
DIY SDKneeds ML engineers you don't have

A 30-year contact-center integrator — on the contact center you already run, and yours to own.

On your stack · no lock-in · compliant

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

Primas is model-independent: bring your own cloud keys (OpenAI, Anthropic, Azure), or run fully on-premises with local models so nothing leaves your network. Your call — and documented for your auditors. It plugs into the telephony you already run.

Works with your telephony

Plugs into your existing platform — no rip-and-replace.

Avaya Cisco Genesys Asterisk Vicidial

Model-agnostic

Pick the right AI for each job and swap the engine freely — no lock-in, at every layer.

LLMOpenAIGeminiClaudePrimas
STTDeepgramElevenLabsPrimas
TTSElevenLabsCartesiaPrimas

Compliant & on-prem

PII stays on your hardware. Built for regulated work.

HIPAA certified FedRAMP certified StateRAMP authorized

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.

For a US government department: a secure voicebot on Azure Gov, full compliance delivered in a two-month timeline.

Read the case study →

Healthcare

75%faster delivery, 20% lower TCO

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

For a nationwide US medical center: Primas CX Suite on their existing Avaya infrastructure, HIPAA-certified.

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

Talk To Our Experts

Schedule your free, personalised demo at a date and time that works for you