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.
[/info_list_item][info_list_item]
SCREEN POP
Automatically "pops" customer information onto the agent's screen when call or interaction is connected.
[/info_list_item][info_list_item]
CHATBOT
Facilitates "anytime" communication with online chat via text message, in lieu of direct contact with human agent.
[/info_list_item][info_list_item]
FREEDOMQ
Maintains customers' position in queue and schedules a callback automatically or manually based on level of urgency.
[/info_list_item][info_list_item]
WEBFQ
Integrates your website with your contact center and enables Primas callbacks to website visitors waiting in queue.
[/info_list_item][info_list_item]
RECONX
Automatically reconnects disconnected calls from mobile devices - or any phone - to the same agent.
[/info_list_item][info_list_item]
TTY - SMS
Support for the hearing impaired that allows a caller to interact via text message while the call is waiting in queue.
[/info_list_item][info_list_item]
SOCIAL MEDIA MESSAGING
Allows agent & customers to communicate via social media such as Facebook Messenger & WhatApp.
[/info_list_item][info_list_item]
REMOTE AGENT
Allows agents to work from home with full access to all agent station features regardless of location.
[/info_list_item][info_list_item]
SCREEN SHARE
Facilitates collaboration by sending a link from a chat window for the customer to share his screen with an agent.
[/info_list_item][/info_list]
EVOLUTION FCR
Provides specialized treatment for repeat caller or omni-channel interactions while capturing FCR analytics.
[/info_list_item][info_list_item]
SMS IN QUEUE
Allows a caller to interact via text messages while the call is waiting in queue.
[/info_list_item][info_list_item]
EXPERIENCE POP (E-POP)
Follows customer journey with specialized Screen Pop that displays repeat contacts & historical view of past interactions.
[/info_list_item][info_list_item]
CONTACT US
Allows Primas CX features to be integrated with your website in just minutes.
[/info_list_item][info_list_item]
WELCOME BACK
Greets repeat caller by name and offers to connect to agent with whom he last communicated.
[/info_list_item][info_list_item]
POST CONTACT SURVEY (PCS)
Whether it's a simple Cloud Survey, a detailed
Automated Survey with Primas CX, or an intelligent
Survey of specific type of activity for root cause analysis, PCS can easily meet your specific requirements.
[/info_list_item][info_list_item]
VIDEO SHARE
Allows customers to turn text conversation into video by clicking a link provided by the agent.
[/info_list_item][info_list_item]
APPOINTMENT REMINDER CALLBACK
Automated callbacks at user-defined times to remind customers of appointments.
[/info_list_item][info_list_item]
SOCIAL MEDIA MONITORING
Facilitates sentiment analysis & informs agent via "Social Care" pop of negative customer posts on social media.
[/info_list_item][info_list_item]
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.
[/info_list_item][/info_list]