AI Quality Assurance · regulated BPOs

A score you can defend.

Q: Do you claim 100% accuracy?

No — and that's the point. We give every score a confidence number and tell you exactly where the AI is sure and where it isn't. High-confidence calls auto-confirm; the uncertain ones go to a human. An honest system you can defend beats a "100% accurate" black box you can't.

Q: Is it scored against my rubric, or yours?

Yours. Professional Services calibrate it on your real calls and your criteria, then hand the rubric to your team — you own it and edit it in-app.

Q: How does an override actually improve the system?

Every override and supervisor note is captured as a signal. Signals aggregate into recommendations with the originating calls cited; your rubric team applies or dismisses each, drafts run against an audit set, and only changes that hit at least 85% auditor-AI agreement publish — versioned, with rollback.

Q: Does my call data leave my environment?

No. Recordings, scores, transcripts and the audit trail stay on your infrastructure. PII never leaves your hardware. No SaaS sits in the middle of your customer data.

Q: Does it run on my existing Avaya, Cisco, Genesys or Vicidial?

Yes — it plugs into your existing telephony; your recordings stay where they are. No rip-and-replace.

Q: How fast can we go live?

About 30 days from signed SOW to a live scored batch with confidence routing. Implementation is milestone-paid against acceptance criteria — not on signature.

Every call scored against your own rubric, confidence visible on every criterion — you own the rubric and the loop, and your data never leaves.

Book a 30-minute strategy session

A QA reviewer with headphones at her desk while the AI's defensible scorecard — criterion, reasoning, cited rule and confidence — floats beside her, and her QA lead tunes the rubric in the AI assistant box

Trusted by

The QA director's dilemma

Every option asks you to give something up.

Manual sampling, locked-in suites, or black-box AI you can't defend. Each one fails somewhere in the chain from the QA manager to the brand client.

The 5% problem

Manual sampling misses 95%.

Brand-damaging moments and compliance failures hide in the unscored 95%. Risk compounds weekly.

Suite lock-in

Buy the whole CCaaS stack to get AI QA.

The big suites bundle WFM you already pay for and tie you to a multi-year contract just to score calls.

Black-box scoring

A number your QA manager can't defend.

AI-natives market "100% accuracy" but won't show how a score was reached. She can't defend what she can't explain.

No feedback loop

It scores, then stops.

There's no path for your senior auditor's override to improve the system. Drift sets in within 90 days.

The Primas answer

You shouldn't have to give up any of them.

One system answers all four — no trade-off. Here's the map; the rest of this page is the proof.

Manual sampling misses 95%→100% of every call, scored

Buy the whole suite to get QA→You own the rubric & the loop

A score you can't defend→Confidence visible on every criterion

It scores, then stops→Every override sharpens the rubric

The proof starts with trust · a score you can defend

We tell you where the AI is sure — and where it isn't.

Every call is scored with a confidence number per criterion. The system auto-confirms what it's sure of and routes only the uncertain calls to a human. No black-box "100% accuracy" claim.

~70%

~20%

High · ≥85%

~70%

Auto-confirmed

Medium · 60–85%

~20%

Quick supervisor review

Low · 35–60%

~8%

Flagged for full review

Very low · <35%

~2%

Senior auditor only

The Primas QA Suite

One platform — capture, score, calibrate. Across 100% of your calls.

Record every call, score it against your rubric, and feed every override back into a sharper rubric — call center quality assurance software and conversation intelligence software in one, on your existing Avaya, Cisco or Genesys.

01 Capture 02 Quality Management 03 Analytics 04 Coaching & Intelligence 05 Calibration

Every call recorded automatically — voice and the agent's screen, time-synced, encrypted (AES-256), PCI auto-redacted, and transcribed speaker-by-speaker. Nothing falls through a sampling gap.

Voice Recording — 100% capture, dual-channel, encrypted, PCI auto-redact

Screen Recording — agent desktop, synced to the call timeline

Every call scored against your rubric and routed by confidence — the inbox sorts by what the AI is uncertain about, not by call ID. Each criterion shows its reasoning, the rule it cites, and the evidence line. One click to override; the override teaches the rubric.

Triage inbox — calls routed by AI confidence; review only what needs a human

Defensible scorecard — each criterion with its reasoning, cited rule and evidence

Quality and operational KPIs on every interaction, not a 5% sample — score distributions, pass rates, agent and cohort performance, and a builder for the cuts your team runs on.

Score & Ops — average score, pass rate and 12-week trends

People & cohorts — agent and team performance

Reports — operational & quality cuts, exportable to your BI

Turn scores into coaching and insight — each agent's weakest criterion with example calls, plus auto-discovered themes, sentiment trends, and which topics drag QA scores down.

Coaching loop — performance distribution and per-agent coaching

Per-criterion performance — which criteria drive deductions, ranked

Conversation Intelligence — themes, sentiment, topic → quality

Your team owns the rubric and the knowledge base and edits them in-app. Every change runs against an audit set and must clear an eval-gate before it publishes — versioned, with rollback.

Rubric & criteria editor — your scoring logic, in your hands

Knowledge base — the policy answers scoring is grounded in

Playbook settings — per-campaign configuration

Continuous calibration

A closed loop that sharpens your scoring every quarter.

Confident calls auto-confirm; uncertain ones route to a human, and every override sharpens the rubric through an eval-gate. Most AI QA tools score and stop — Primas calibrates.

Before we begin

The first question isn't "are you ready to buy?" It's "is this campaign worth the change?"

A retail post-purchase line probably isn't. A regulated medical, financial or legal-intake campaign almost certainly is — where a brand client will pay a premium for the attestation we generate at quarter's end.

30 days

To first scored batch

From signed SOW to live scoring with confidence routing.

≥85%

Eval-gate, or we iterate free

If auditor-AI agreement isn't there by day 30, calibration continues at no cost. Implementation is milestone-paid, not on signature.

The Brand Quarterly Report

The attestation a regulated brand client can show their regulator — the artifact that earns the change.

On your stack · no lock-in · compliant

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

Recordings, scores and PII stay inside your environment — on the telephony you already run.

Your telephony

Plugs into your existing platform — your recordings stay where they are.

Your AI models — per criterion

Pick the right AI for each scoring dimension and swap as the landscape shifts — or Primas’s own models, fully on-prem.

Language (LLM)

Speech-to-text (STT)

Proven on real contact centers

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

Four stories — regulated, high-stakes, all on infrastructure the customer already ran.

Banking

3 wksfrom contract to delivery

The callback that holds your place in line.

A US regional bank — FreedomQ callback beside their Avaya CM: ten queues, nothing else touched.

Read the case study →

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 →

Insurance

98call flow modules, three caller populations

One voicebot. Three lines of business.

A major US supplemental insurance carrier — policyholders, coordinators and agents on one platform, zero cloud migration.

Read the case study →

Healthcare

4×faster custom delivery, 7-year partnership

Seven years as a health system’s innovation arm.

A leading US academic health system — the ecosystem around the Avaya core they kept, deep in Epic EHR.

Read the case study →

See all case studies →

Is this for you?

We know our lane — and we'll tell you straight.

Primas QA is for you if…

You run regulated campaigns — medical, financial, legal-intake
A brand client's renewal rides on the QA you can defend
Data can't leave your environment
You want to own the rubric and the calibration loop, not rent a black box

Probably not, if…

A 5% manual sample is genuinely enough for your risk
Your campaign isn't heavy enough to be worth the organizational change
You just want a score, not a system you can defend

Questions

What QA directors ask us first

Do you claim 100% accuracy?

No — and that's the point. We give every score a confidence number and tell you exactly where the AI is sure and where it isn't. High-confidence calls auto-confirm; the uncertain ones go to a human. An honest system you can defend beats a "100% accurate" black box you can't.

Is Primas call center quality assurance software or conversation intelligence software?

Both. Primas is AI call center quality assurance software — it scores 100% of your calls against your own rubric, with a defensible confidence score on every one — and conversation intelligence software: it analyses every conversation for the risks, compliance gaps and coaching signals a 5% manual sample never sees. One platform, on your existing telephony, with the rubric and your data staying yours.

Is it scored against my rubric, or yours?

Yours. Professional Services calibrate it on your real calls and your criteria, then hand the rubric to your team — you own it and edit it in-app.

How does an override actually improve the system?

Every override and supervisor note is captured as a signal. Signals aggregate into recommendations with the originating calls cited; your rubric team applies or dismisses each, drafts run against an audit set, and only changes that hit ≥85% auditor-AI agreement publish — versioned, with rollback.

Does my call data leave my environment?

No. Recordings, scores, transcripts and the audit trail stay on your infrastructure. PII never leaves your hardware. No SaaS sits in the middle of your customer data.

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

Yes — it plugs into your existing telephony; your recordings stay where they are. No rip-and-replace.

How fast can we go live?

~30 days from signed SOW to a live scored batch with confidence routing. Implementation is milestone-paid against acceptance criteria — not on signature.

See defensible AI QA on your own calls.

A 30-minute strategy session, no obligation. We'll look at one of your regulated campaigns and whether the playbook fits.

Book a 30-minute strategy session

A score you can defend.