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Primas CX

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

    Automatically reconnects disconnected calls from mobile devices – or any phone – to the same agent.

  • TTY – SMS

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

  • SOCIAL MEDIA MESSAGING

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

  • REMOTE AGENT

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

  • SCREEN SHARE

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

  • 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.

  • CONTACT US

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

  • 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 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.

  • 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.