A leading US academic health system kept its stable Avaya core — and kept Primas beside it, building the patient-communication ecosystem around their Epic EHR.
4×
faster custom delivery than other vendors
4 + 200
hospitals + clinics served
7+ yrs
and counting
The constraint
Modernize everything — without touching what works.
A stable core, an aging experience
The Avaya was solid. The experience wasn't.
The core infrastructure worked and wasn't going anywhere. Rip-and-replace was the wrong answer — but patients and staff needed a modern experience around it.
Healthcare-grade requirements
HIPAA, and deep Epic EHR integration.
Every application had to be HIPAA-compliant and integrate deeply with a complex Epic EHR — the place generic cloud tools stop fitting.
No appetite for long waits
Every improvement was urgent.
A nationwide health system serving pandemic-era volumes can't wait quarters for each change — it needed a partner who ships.
What Primas built
An ecosystem around the core they kept.
The communication applications that surround the Avaya system — architected, built and shipped one after another, all deep in Epic EHR, all HIPAA-compliant.
One moment, from the floor
A patient calls the clinic line. Before the agent says hello, the chart is already on their screen — CTI screen-pop against Epic. The patient never repeats their story; the agent never hunts for a record. Multiply that by every call, across the whole system.
Why it lasted
Projects end. This didn't.
The pattern
Ship, then ship again
Each application went live and earned the next one — patient IVR, then chatbots, then agent tooling, then dashboards and outreach.
The speed
4× faster than other vendors
Custom, HIPAA-compliant solutions delivered four times faster than the alternatives they compared us against.
The role
The extended innovation arm
Not a vendor with a ticket queue — the team the health system calls first when patient communication needs to change.
The outcome
The partner you keep, not the project you finish.
Their team runs everything already shipped. Primas builds what comes next.
Is this your situation?
For the operations that can't start over.
This story is for you if…
Your core platform works — and ripping it out is not on the table
You're in healthcare or another regulated space with deep system integrations
You want a partner who's still there in year seven, not gone after go-live
