Primas
Huntington Beach, California, United States
What it is
Primas builds contact-center AI capabilities into enterprise systems already in use and provides integration and implementation services. Its AI agents can answer, verify, collect information and resolve calls on existing contact-center systems. Agent Assist gives representatives live answers, compliance warnings and process guidance. The AI quality-assurance product scores calls against a customer’s own rubric; teams can edit rubrics and knowledge bases, test changes against an audit set and use an evaluation gate before publishing. Other listed capabilities include call summaries that can add action items, intent and resolution to a CRM, sentiment and conversation intelligence, knowledge-base answers and AI outbound. Primas lists Avaya, Cisco, Genesys, Asterisk and Vicidial integrations. Customers can use commercial AI APIs or Primas models running fully on-premises; the company says recordings, transcripts and personal information can remain on customer infrastructure. It also lists coaching workflows, AI-assisted scoring, calibration tools, compliance reviews and omnichannel QA. Primas is paid, with pricing on request, and is headquartered in Huntington Beach, California. The company says it has worked in contact centers since 1994 and serves more than 100 customers across four countries.
For and against
For
- AI agents work with existing contact-center systems
- QA scoring uses a customer’s own rubric
- Supports listed telephony platforms
- Offers fully on-premises operation with local models
- Includes coaching, calibration and compliance-review tools
Against
- Pricing is available on request
- Not suited to customers seeking a self-service plug-in SaaS bot
- Not suited to customers starting with a new cloud stack
The verdict
Primas focuses on adding AI and quality-assurance capabilities to contact-center systems organizations already run. Its integration approach and on-premises option are central fit considerations; pricing is available on request.
Who it suits
Primas is aimed at organizations running contact centers on systems such as Avaya, Cisco, Genesys or Vicidial, especially those that want to keep their existing systems. Its on-premises options may suit teams that want recordings and transcripts to stay on their infrastructure.
On the record
- Agent assist
- Agent Assist provides real-time guidance, next-best actions, and answers on the agent’s screen.primas.net · read 8 Oct 2026
- AI agents
- Its AI agents can answer, verify, collect information, and resolve calls on existing contact-center systems.primas.net · read 8 Oct 2026
- AI model options
- Primas says customers can use commercial AI APIs or its own models running fully on-premises, and lists OpenAI, Gemini, Claude, Deepgram, ElevenLabs, and Cartesia.primas.net · read 8 Oct 2026
- AI quality assurance
- Its QA offering scores every call against the customer’s rubric and shows confidence for each criterion.primas.net · read 8 Oct 2026
- Call summaries
- Call summaries can write action items, intent, and resolution into the customer’s CRM.primas.net · read 8 Oct 2026
- Company history
- Primas says it has worked in contact centers since 1994 and serves more than 100 customers across four countries.primas.net · read 8 Oct 2026
- Company history and headquarters
- Primas says it has worked in contact centers since 1994 and is headquartered in Huntington Beach, California.primas.net · read 8 Oct 2026
- Compliance
- The voice-agent page says on-premises deployment keeps sensitive data inside the customer’s network and supports HIPAA, PCI DSS, FedRAMP, and StateRAMP.primas.net · read 8 Oct 2026
- Data deployment
- The company says customers can run fully on-premises with local models, keeping recordings, transcripts, and personal information on their infrastructure unless they choose otherwise.primas.net · read 8 Oct 2026
- Data handling
- Primas says recordings, transcripts, and personally identifiable information can stay on the customer’s infrastructure, with fully on-premises operation available.primas.net · read 8 Oct 2026
- Implementation terms
- The QA page says implementation is milestone-paid, and calibration continues at no cost if auditor–AI agreement has not reached 85% by day 30.primas.net · read 8 Oct 2026
- Implementation timing
- The homepage says a working prototype on real calls can be ready in about two weeks and a production use case in roughly three months.primas.net · read 8 Oct 2026
- Integrations
- The site lists Avaya, Cisco, Genesys, Asterisk, and Vicidial as supported telephony platforms.primas.net · read 8 Oct 2026
- Intended customers
- Primas says it is suited to organizations running contact centers on Avaya, Cisco, Genesys, or Vicidial, especially those that cannot or do not want to replace their existing systems.primas.net · read 8 Oct 2026
- Notable fit limitation
- The voice-agent page says Primas is probably not suitable for customers seeking a self-service plug-in SaaS bot or starting with a new cloud stack.primas.net · read 8 Oct 2026
- Other capabilities
- Primas lists call summarization, sentiment and conversation intelligence, knowledge-base answers, and AI outbound as platform capabilities.primas.net · read 8 Oct 2026
- Product focus
- Primas describes itself as a contact-center solution provider and system integrator that adds modern capabilities, including AI, to systems enterprises already use.primas.net · read 8 Oct 2026
- QA controls
- QA teams can edit rubrics and knowledge bases in the app, with changes tested against an audit set and an evaluation gate before publishing.primas.net · read 8 Oct 2026
