Add Omni-channel & state-of-the-art features to your call center or contact center without needing a major upgrade.

Primas CX is your ideal solution.

A state-of-the-art solution that overlays your existing premise-based call center and provides a true omni-channel experience. This innovative software package includes up to 20 world-class CX apps that can be implemented in a matter of days – at a price that doesn’t break the bank.
  • Requires only minor modifications to your existing call center
  • No new hardware needed
  • Available on-premise or in the cloud
  • Both Capex and Opex pricing/packaging models are available
  • Easily customizable to meet your specific requirements
  • Works with any PBX with just a CTI connection and a SIP channel
  • Integrates with most CRM and call recording solutions
  • Allows you to implement apps individually as needed
  • Achieve measurable results in just days – not weeks or months

Primas CX can be a perfect “middle ground” option if you don’t want the expense of a major upgrade and aren’t ready to embrace a cloud solution.

Primas CX Suite of Applications

OMNI-CHANNEL INTEGRATION

Turns voice-only agents into omni-channel agents to communicate simultaneously via voice, chat, social media, email & web.

SCREEN POP

Automatically "pops" customer information onto the agent's screen when call or interaction is connected.

CHATBOT

Facilitates "anytime" communication with online chat via text message, in lieu of direct contact with human agent.

FREEDOMQ

Maintains customers' position in queue and schedules a callback automatically or manually based on level of urgency.

WEBFQ

Integrates your website with your contact center and enables Primas callbacks to website visitors waiting in queue.

RECONX

utomatically reconnects disconnected calls from mobile devices - or any phone - to the same agent.

SOCIAL MEDIA MESSAGING

Allows agent & customers to communicate via social media such as Facebook Messenger & WhatApp.

TTY - SMS

Support for the hearing impaired that allows a caller to interact via text message while the call is waiting in queue.

SCREEN SHARE

Facilitates collaboration by sending a link from a chat window for the customer to share his screen with an agent.

REMOTE AGENT

Allows agents to work from home with full access to all agent station features regardless of location.

EVOLUTION FCR

Provides specialized treatment for repeat caller or omni-channel interactions while capturing FCR analytics.

SMS IN QUEUE

Allows a caller to interact via text messages while the call is waiting in queue.

EXPERIENCE POP (E-POP)

Follows customer journey with specialized Screen Pop that displays repeat contacts & historical view of past interactions.

WELCOME BACK

Greets repeat caller by name and offers to connect to agent with whom he last communicated.

POST CONTACT SURVEY (PCS)

Whether it's a simple Cloud Survey, a detailedAutomated Survey with Primas CX, or an intelligentSurvey of specific type of activity for root cause analysis, PCS can easily meet your specific requirements.

VIDEO SHARE

Allows customers to turn text conversation into video by clicking a link provided by the agent.

APPOINTMENT REMINDER CALLBACK

Automated callbacks at user-defined times to remind customers of appointments.

SOCIAL MEDIA MONITORING

Facilitates sentiment analysis & informs agent via "Social Care" pop of negative customer posts on social media.

KARI'S LAW AND RAY BAUM'S ACT SUPPORT

Record when 911 calls are placed to aid E-911 solutions for compliance with current laws.

CONTACT US

Allows Primas CX features to be integrated with your website in just minutes.

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