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
Turns voice-only agents into omni-channel agents to communicate simultaneously via voice, chat, social media, email & web.
Automatically "pops" customer information onto the agent's screen when call or interaction is connected.
Facilitates "anytime" communication with online chat via text message, in lieu of direct contact with human agent.
Maintains customers' position in queue and schedules a callback automatically or manually based on level of urgency.
Integrates your website with your contact center and enables Primas callbacks to website visitors waiting in queue.
Automatically reconnects disconnected calls from mobile devices - or any phone - to the same agent.
SOCIAL MEDIA MESSAGING
Allows agent & customers to communicate via social media such as Facebook Messenger & WhatApp.
TTY - SMS
Support for the hearing impaired that allows a caller to interact via text message while the call is waiting in queue.
Facilitates collaboration by sending a link from a chat window for the customer to share his screen with an agent.
Allows agents to work from home with full access to all agent station features regardless of location.
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.
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.
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.
Allows Primas CX features to be integrated with your website in just minutes.