Call Center Consulting | Primas Group - Contact Center Solutions

THE PRIMAS GROUP

Where Contact Center Experience meets Innovative Technologies

The Primas Group has provided software development, technology solutions, as well as professional services for contact centers since 1994.

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PRODUCTS

PRIMAS CX

Primas CX is an all-in-one product to provide all add-in features to a contact center.

Upgrade your Customer Experience today on your existing system with Primas CX.

Download and install 2 Virtual Machines for our full suite that connect via SIP and CTI.

PREDIAL SOLUTION

Tired of waiting in Call Center queues that don't callback?

Reduce hold times to approximately 30 seconds by scheduling a call back from our

revolutionary Cloud solution that monitors hold times of other call centers
CALLBACK

FreedomQ is a convenient customer call back package for improved customer satisfaction.

Customers no longer need to wait in queue.
All OMNI-Channels are suported
FIRST CALL RESOLUTION
FCR is a metric that is achieved through analytics and refinement.

Primas CX captures the customer journey analytics for future root cause analysis, while immediately handling repeat callers with specialized treatments.
RECONNECT DROPPED CALLS
When dropped calls happen,

Primas CX will automatically place an outbound call to reconnect the customer to the agent that was helping them.

POST CALL SURVEY

Voice of the customer is another standard call center requirement.

Automatically survey every call
or
use intelligent based parameters such as long hold times, repeat calls, number of transfers, etc. for in-depth intelligent reporting.
CLOUD SURVEY

Want cloud-based solutions for pay as you go?

Install a CTI connector and leverage the cloud for the rest.

Both Surveys and CallBacks are available.
OMNI-CHANNEL
INTEGRATION
OMNI-Channel agents, require OMNI channel web sites.

Primas CX provides the pre-packaged Javascript for your web site and enablement technology for your agents.
SCREEN POP

Screen Pops are basic vanilla features for CTI

Agent desktops can use DLLs or Web Extensions.

APIs and end-user development tools are included.

Customer Callback

A Callback dashboard helps the contact center understand real-time queue information as well as callback queues.

Automatic callbacks are done by the actual position.

Manual callbacks allow prioritization of call back based upon customers to submitted descriptions entered via SMS or Speech to text.

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SMS interaction

Over 85% of calls to call centers occur on cell phones.

PrimasCX offers:

SMS in Queue
SMS during the call
SMS for Hearing Impaired
SMS for Callback progress

WEB SCREEN POP

With a modern web browser, your agents have all the capabilities to receive CRM screen pops, as well as chat/email/fb/etc interactions, video calls, co-browsing and WEBRTC remote working.

The agent feature can be easily integrated into your contact center web portals using embedded HTML/Javascript , built-in web application, or web browser extensions.

Make your agents happy

AGENT DASHBOARD

If agents are happy, your customers are happier

One web page for agents with all capabilities:

Call control
Agent state management
Real-time queue information
Screen pop and social media interaction
Agent statistics
Embeded Web RTC agent phone

EASYPAY - SECURE PAYMENT INTEGRATION

Your agent can watch the payment progress but can't see the card information.

Customer can make a payment in multiple channels:

Pay by phone call
Pay by chat / social media
Pay by text
Pay by email

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REMOTE AGENT

A complete solution to enable your agents to Work-From-Home in a crisis

Avaya EC-500 integration to enable Avaya agents to work remotely.
Integrate with your Phone Switch via SIP trunks to provide Web RTC phones to your remote agents.
A web page provides agent station features: queue information, agent statistics, screen pop, first call resolution, chat, email, video share, screen share.
FreePBX integration and synchronization for small-medium contact center.