Solutions for Call Center

At Primas Group, we recognize that one size does not fit all. Rather than making you fit our solutions, we tailor the solutions to fit your unique requirements.

With more than 25 years of experience and hundreds of successful call center deployments, Primas Group provides a variety of Professional Services that tailor our solutions to meet your specific industry and business needs. Whether you wish to implement Primas CX, a stand-alone application, or simply need some custom programing, Primas Group’s professional services are key to your success. Our professionals have the product knowledge, experience and skills to assist you through any phase of your voice or speech project, ranging from requirements analysis through solution development/customization, installation, rollout and training. We specialize in deployments accomplished cost-effectively at the speed of need.

IVR and Speech Services

  • Enhances the callers’ automated experience
  • Reduces menu prompt complexities
  • Increases IVR containment
  • Creates personalized, efficient self-service
  • Enhances and improves agent efficiency
  • Improves first call resolution rates

Custom Programming

  • Have it your way with Primas
  • We create solutions for the unique ways you do business
  • Offering a wealth of expertise in all aspects of the call center

CRM Integration

  • Integrates with most of today’s CRM solutions to provide a single point of entry
  • Connects Primas apps with your CRM platform so data can flow to, from, or between them, giving you a complete picture of your business and customers
  • Provides one unified view of your customers that empowers your company to make decisions based on real data and serve customers in a personalized, efficient manner
  • Helps you analyze data faster and make decisions based on reality and statistical trends, not estimates

Speech Application Development

  • Both natural language or direct command voice applications to match your unique requirements
  • Deployment of speaker verification technology, which enables IVRs to recognize who is calling, simply from their voice
  • Caller interaction services using speech and touchtone
  • Agent desktop and reporting solutions

Project Management

  • Simple or complex, out-of-the-box or custom – Primas engineers manage your project with skill
  • Define a continuous improvement process
  • New ideas can be considered and incorporated
  • Maximize your investment
  • Backed by experience of hundreds of designs and implementations

    Implementation and Training

  • Implementation and training provided by Primas personnel
  • 24 x 7 personalized support directly from engineers
  • All service tickets are Priority 1
  • 2 – 4 hour response time
  • Minor tweaks while you sleep
  • Packages implemented in as little as 3 days
  • Proof of Concept/sandboxes available

Chatbot Programming and More

  • AI chatbot implementation and customization
  • Microsoft bot framework
  • Google Dialogflow and more
  • Hybrid bot integration

Supporting Millions of Automated Customer Contacts Daily

Primas’ partnerships and relationships allow us to be early adopters of new technology and trends that we can leverage to meet your objectives.

  • Expertise and Knowledge – Our tech-savvy core group of seasoned veterans provides contact center self-service, solution design, development, implementation and integration services.
  • Cost and Value – with low overhead our rates are extremely competitive
  • Performance and On-time Delivery - when we commit to a delivery date, we mean it. Our professional services staff takes pride in being on schedule.
  • Innovation - we customize creative contact center solutions for your company to optimize automated customer interactions.
  • Partnerships - we have developed competencies with major contact center vendors.
  • Support - responsive engineering support and 24 / 7 maintenance plans available.
  • Tools - for internal use in system configuration, monitoring, testing and optimization