A Nationwide US Medical Center Transforms Patient Experience by Leveraging Primas Contact Center Solutions

Top US healthcare provider with over 100 hospitals and clinics nationwide upgrade their Avaya-based contact center utilizing Primas solutions and professional service.
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About Our Customer
A leading US healthcare system (100+ hospitals and clinics) revamped its contact center with Primas—recommended by the International Avaya User Group—and now partners with us to address ongoing industry complexities.
  • Industry : Healthcare
  • Size : 100+ hospitals and clinics
  • Country : The United States
about primas customer use case uw medicine

The current infrastructure inflicts significant operational challenges and disappointing client experiences

Legacy systems and obsolete AI frameworks drag down customer interactions and internal productivity.

Healthcare-Specific Requirements
Standard cloud-based solutions failed to meet the customer’s demands because of specific healthcare requirements and swift growth.
Critical Timing Requirements
Since COVID-19, the urgency of timing in healthcare has grown due to increased patient volume and service intricacies.
AI Innovation & Stability
The customer is recklessly pursuing AI, threatening the stability of their main business.
Primas CX Suite
Enhance Customer Engagement with AI and Omnichannel
Post Call Survey
Gather valuable feedback after
customer interactions
AI Agent Assistant
Real-time AI support for customer
service agents
AI IVR solution
Intelligent voice response system
by AI
Primas Usable Soultion

A high-performance system built for government procurement challenges.

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Project Timeline

How we delivered this complex solution in just 2 months.

1-2
WEEK
01
Week 1-2
Requirement Gathering
Intensive sessions to define requirements and set security protocols.
Key Deliverables:
  • Stakeholder interviews
  • Requirement analysis
  • Technical architecture design
  • Development environment setup
Achievement:
100% requirement coverage
02
3-5
WEEK
Week 3-5
Development Phase
Agile development with daily standups and weekly stakeholder demos.
Key Deliverables:
  • MVP feature development
  • Automated testing pipeline
  • Daily standups & weekly demos
  • Code review & quality assurance
Achievement:
95% test coverage achieved
03
6
WEEK
Week 6
Security Testing
Conducted testing with full compliance verification and optimization.
Key Deliverables:
  • Penetration testing
  • Scalability analysis
  • Security compliance verification
  • Vulnerability assessment
Achievement:
Zero critical vulnerabilities
04
7-8
WEEK
Week 7-8
Deploy & Launch
Cloud deployment and comprehensive training for client team.
Key Deliverables:
  • Cloud deployment
  • Monitoring & alerting setup
  • Client team training sessions
  • Documentation & handover
Achievement:
99.9% uptime guarantee
Real Result

Secured perfect compliance and optimized workflows for a top government client.

100%
HIPAA Certified
75%
Faster Implementation
-20%
Lower Total Cost
100%
Comprehensive Support

30-Minute Free Consultation.
No obligations.

On your call, you’ll discover how you can use AI customer service to:

  • Increase efficiency with intelligent automation
  • Enhance your digital CX across channels
  • Empower your human agents with AI-powered assistance
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Schedule your free, personalised demo at a date and time that works for you

Talk To Our Experts

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