Primas Group
Primas Group provides AI-powered contact center software that integrates AI and omnichannel capabilities into legacy enterprise platforms (Avaya, Cisco, Genesys). It serves healthcare, government, financial services, and other regulated enterprises via subscriptions, usage-based billing, and professional services.
- Company typePrivate
- Founded1996
- HeadquartersHuntington Beach, United States
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What Primas Group does
Primas Group, Inc. is a privately held US-headquartered software company that builds AI-powered contact center solutions layered onto incumbent enterprise telephony platforms (Avaya, Cisco, Genesys, Microsoft). Founded approximately thirty years ago and operating from Huntington Beach, California with a development and delivery office in Ho Chi Minh City, Vietnam, the company positions itself as a "modernization layer" that adds AI and omnichannel capabilities to legacy systems in days rather than months, avoiding full rip-and-replace.
The platform is anchored by the Primas CX Suite and organized into five modular AI solution sets: Automation Suite (Voicebot/Chatbot), Agent Assistance Suite, Management Monitoring Suite, Outbound Campaign Suite, and CX Analytics Suite. Supporting modules include Pre-Dial, Post Call Survey, Video/Call Recording, and an AI Starter Kit SDK. Underlying AI capabilities span speech recognition, natural language processing, generative AI for real-time agent assistance, real-time emotion monitoring, knowledge retrieval with self-healing knowledge bases, and anomaly detection. A low-code customization layer is offered for designing and tuning AI workflows. Industry-specific offerings include HIPAA-compliant Patient Communication Package and SMS Center for healthcare clients, and FedRAMP/StateRAMP-certified deployments for government workloads.
Primas generates revenue from subscription-based software licensing for the CX Suite and modules, usage-based billing (pay-as-you-go Post Call Survey), and professional services including implementation, integration, IVR and speech services, CRM integration, voice app development, and ongoing 24x7 support. Distribution is split between direct enterprise field sales supported by 30-minute consultations and demos, and channel/partner-led sales through formal relationships with Avaya (DevConnect), Oracle, Genesys, Cisco, Microsoft, and Salesforce. Customers include a top US healthcare provider operating more than 100 hospitals, a US federal government department, and Visa, with primary verticals being healthcare and government and secondary verticals spanning insurance, retail, financial services, education, and manufacturing. No revenue figures, ARR, or funding history are publicly disclosed.
Primas Group firmographics
Firmographics- Name
- Primas Group
- Legal name
- PRIMAS GROUP, Inc.
- Website
- https://primas.net
- Company type
- Private
- Founded year
- 1996
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Primas Group provides AI-powered contact center software that integrates AI and omnichannel capabilities into legacy enterprise platforms (Avaya, Cisco, Genesys). It serves healthcare, government, financial services, and other regulated enterprises via subscriptions, usage-based billing, and professional services.
- Ownership category
- akta.pro rank
Primas Group industry classification
Industry- Product category
- Contact Center Software
- NAICS
- Computer Systems Design Services (541512), Custom Computer Programming Services (541511)
- SIC
- Services-Computer Integrated Systems Design (7373), Services-Computer Programming Services (7371)
- akta.pro primary industry
- AI Application Enablement Platforms (Copilot/Agent Frameworks, SDKs) (HDAEANAJ)
- akta.pro secondary industries
- Low-Code/No-Code Application Platforms (HDAEAKAA), Enterprise Case Management & Request Fulfillment Platforms (HDAEALAJ), Digital Experience Monitoring & Management (DEX/DEM, AIOps for EUC) (BPAEAIAF), Industry-Specific Low-Code Platforms (Vertical App Platforms) (HDAEAKAL)
Keywords
Where Primas Group is headquartered
LocationHeadquarters
- HQ city
- Huntington Beach
- HQ country
- United States
- HQ region
- North America
Offices2 records
Markets served
Primas Group business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure
Revenue model
- Contact Center Software Solutions: Enterprise software licensing and subscription for contact center AI solutions including Primas CX Suite, AI Voicebot, Agent Assistant, and analytics tools. Revenue derived from software subscriptions and usage-based components.
- Professional Services: Implementation, integration, customization, training, and ongoing support services. Includes IVR and Speech Services, CRM Integration, Voice App Development, Project Management, and Implementation & Training with 24x7 support.
- Healthcare Communication Solutions: Industry-specific solutions for healthcare including Patient Communication Package, SMS Center, and HIPAA-certified communication systems for hospitals and clinics.
- Expert-Managed Services: AI Research and POC, Business Application Development, and SIP Application Development services providing custom development and research capabilities.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Usage-based | Pay-as-you-go | Post Call Survey - Pay-as-you-go model |
| Subscription | Multi-year contract | Enterprise Solutions - Custom/Quote-based |
Go-to-market motion3 records
Distribution channels4 records
Marketing channels8 records
Primas Group product offering
Product offeringCore offering
Primas Group develops and sells the Primas CX Suite, an AI-powered customer experience platform that integrates AI and omnichannel capabilities into legacy contact center systems (Avaya, Cisco, Genesys) without requiring platform replacement. The company sells modular AI add-ons (Voicebot/IVR, Chatbot, Agent Assistant, Pre-Dial, Post Call Survey, Video/Call Recording), industry-specific healthcare packages (Patient Communication Package, SMS Center), and professional services for implementation, customization, and SIP application development.
Product overview
Primas Group offers a modular contact center solutions portfolio centered on the Primas CX Suite platform. The core platform integrates AI and omnichannel capabilities into legacy Avaya and Cisco systems without requiring full system replacement. Built-in solutions include AI-powered components (AI Chatbot, AI IVR, AI Agent Assistant), operational tools (Pre-Dial, Post Call Survey, Video/Call Recording), and the AI Starter Kit for custom implementations. Healthcare-specific offerings include the Patient Communication Package and SMS Center. Professional/expert services encompass AI IVR Voicebot Implementation, AI Research and POC, Business Application Development, and SIP Application Development. The company positions itself as a modernization layer that adds digital capabilities to existing infrastructure.
Differentiator
Problem solved
Functional benefit
Products and services
- Primas CX Suite Comprehensive AI and omnichannel customer experience platform that enhances engagement by integrating digital channels and advanced features into legacy Avaya or Cisco contact center systems without requiring platform replacement. Designed for enterprise contact center operators across healthcare, financial services, government, insurance, retail, education, and manufacturing.
- AI Chatbot Solution Smart automated chat support for customers using generative AI to provide instant, hyper-personalized responses 24/7 with seamless handoff to human agents. Built for businesses seeking 24/7 customer support and optimized experiences.
- AI IVR Solution Intelligent voice response system powered by AI that handles initial customer interactions through natural language understanding, reducing agent workload for simple queries and capable of handling up to 80% of inquiries. Designed for enterprise contact centers seeking automated voice self-service.
- AI Agent Assistant Real-time AI support module for customer service agents that monitors calls, provides instant help with FAQs and articles, delivers optimal sales scripts, and creates personalized coaching strategies. Designed for contact center agents and supervisors.
- Pre-Dial Automated outbound call operations solution that reduces hold times, automates insurer and vendor calls, and ensures agents connect only when representatives are available. Claims up to $30,000 monthly savings and 100 hours per week freed for agents. Designed for outbound contact center operations.
- Post Call Survey Customer feedback platform that captures unbiased real-time feedback from contact center calls, deploys in one hour with zero disruption to legacy systems, and offers pay-as-you-go billing. Designed for contact center quality and customer experience teams.
- Video/Call Recording High-quality interaction recording and storage solution for contact centers enabling compliance, training, and quality assurance use cases. Designed for contact center compliance and training teams.
- AI Starter Kit Ready-to-use SDK for implementing AI solutions, enabling businesses to quickly integrate AI capabilities into existing contact center infrastructure. Designed for developers and integrators building custom AI on Primas platforms.
- Patient Communication Package Complete HIPAA-compliant communication solution for healthcare providers including appointment reminders, patient outreach, and EMR integration, designed for Avaya environments. Used by a top US healthcare provider with 100+ hospitals and clinics.
- SMS Center Centralized SMS management solution for healthcare providers enabling patient text messaging, appointment confirmations, and healthcare-specific communication workflows. Designed for clinics, hospitals, and healthcare providers.
- AI IVR Voicebot Implementation Service Expert setup and integration service for AI voice systems, including deployment, optimization, and ongoing support for voicebot solutions. Designed for enterprises needing managed AI voice rollout.
- AI Research and POC Service Advanced AI research and proof-of-concept development service that helps enterprises explore and validate AI solutions for their contact center operations before full deployment. Designed for enterprises evaluating AI contact center investments.
- Business Application Development Service Custom business software development services for creating tailored applications that address specific enterprise communication and workflow needs. Designed for organizations requiring bespoke contact center and communication solutions.
- SIP Application Development Service Specialized SIP protocol application development service for building voice applications that integrate with existing telephony infrastructure. Designed for organizations needing custom SIP-based voice solutions.
Quantifiable outcome
- 60% reduction in response time
- +9 more outcomes
Companies that use Primas Group
Customer profileNamed customers3 records
Segments7 records
Ideal customer profiles3 records
Primas Group technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability10 records
Feature8 records
Primas Group partnerships and signals
Strategic signalPartnerships
Twelve partnerships are on record, tiered core, major and supporting.
- Altus EntertainmentcoreStrategic partnership to leverage AI and digital transformation to scale Altus Entertainment's global entertainment booking services. Collaboration aims to optimize operations, increase volume handling, and expand internationally without proportional increases in staff.
- OraclecoreOfficial Oracle Partner in the United States and Southeast Asia. Partnership combines Oracle's world-class technology with Primas' deep skills in Voice AI to build even better Voice AI tools that are fast, smooth, and safe with high data security.
- AvayacoreAvaya DevConnect Technology Partner. Primas specializes in integrating AI and omnichannel capabilities into Avaya environments, including HIPAA-certified solutions for healthcare. Recommended by International Avaya User Group.
- GenesyscoreTechnology partner with integration capabilities for Genesys contact center platforms, enabling Primas solutions to work alongside Genesys deployments.
- CiscomajorTechnology partner with solutions that integrate with Cisco contact center environments, complementing existing Cisco infrastructure.
- MicrosoftmajorTechnology partner providing cloud infrastructure (Azure Gov for government deployments) and platform integration for Primas solutions.
- SalesforcemajorCRM integration partner enabling unified customer view by linking Primas apps to Salesforce CRM for seamless customer data access.
- 3CXsupportingTechnology partner with interoperability for contact center solutions, enabling Primas to extend capabilities to 3CX environments.
- Binah.aisupportingCollaboration to deliver AI-powered video health measurements, combining Binah.ai's health monitoring with Primas' healthcare communication solutions.
- IntelsupportingTechnology infrastructure partner providing hardware and processing capabilities supporting Primas contact center solutions.
- NuancesupportingSpeech and AI technology partner with solutions that complement Primas voice AI and IVR offerings.
- SiemenssupportingTechnology ecosystem partner with enterprise communication solutions that integrate with Primas offerings.
Scale indicators15 records
Recent moves6 records
Expansion highlights5 records
Primas Group competitors and assessment
Company assessmentBroad incumbents
- Avaya: Avaya is both a Primas partner (DevConnect) and a broader incumbent contact center platform; Avaya Experience Platform and its AI features overlap with Primas' CX Suite, particularly for the on-prem Avaya installed base Primas builds upon.
- Cisco (Webex Contact Center): Cisco is a Primas technology partner and broader UC/CC incumbent offering Webex Contact Center with cloud AI features, competing for Cisco-environment enterprise customers that Primas also targets for legacy modernization.
Direct peers
- Five9: Five9 is a pure-play cloud CCaaS provider with AI-powered virtual agents, real-time analytics, and workflow automation, competing for the same AI-modernization enterprise deals that Primas targets on legacy stacks.
- Genesys: Genesys is a Primas technology partner and a major contact center platform vendor; its Genesys Cloud CX and on-premises offerings (with embedded AI) compete head-to-head with Primas' integration layer for similar enterprise and healthcare buyers.
- 8x8: 8x8 offers cloud contact center and unified communications with AI-powered voicebots and analytics, overlapping with Primas' enterprise CCaaS modernization and AI Agent Assistant offerings.
- Talkdesk: Talkdesk provides cloud contact center solutions with AI virtual agents and industry-specific suites (including healthcare), directly competing for AI-driven contact center modernization budgets with Primas' CX Suite.
- Alvaria: Alvaria is a contact center software provider offering outbound campaign management, IVR, and AI-enhanced customer engagement solutions, directly comparable to Primas' Pre-Dial, Outbound, and AI IVR capabilities.
- NICE Ltd (NICE CXone): NICE CXone is a leading cloud contact center platform offering omnichannel routing, AI-driven analytics, virtual agents, and workforce engagement directly overlapping Primas' Primas CX Suite and AI IVR/Chatbot capabilities for enterprise customers.
Emerging players
- Twilio (Flex): Twilio provides programmable communications and contact center-as-a-service (Twilio Flex) with AI/customer engagement tooling, offering developer-led customization in the same AI-for-CC category where Primas' AI Starter Kit operates.
- Amazon Connect: Amazon Connect is a cloud-native CCaaS offering from AWS with built-in AI/lex-powered bots and analytics, emerging as a cost-effective alternative to Primas' legacy-modernization approach for enterprises willing to migrate.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Primas Group social profiles
Digital presencePrimas Group compliance and trust
Trust signalCompliance3 records
Primas Group financial estimates
Financial estimateRevenue estimate
Valuation estimate
Primas Group leadership team
Management profileNumber of profiles
Primas Group funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Primas Group M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Primas Group
What does Primas Group do?
Primas Group develops and sells the Primas CX Suite, an AI-powered customer experience platform that integrates AI and omnichannel capabilities into legacy contact center systems (Avaya, Cisco, Genesys) without requiring platform replacement. The company sells modular AI add-ons (Voicebot/IVR, Chatbot, Agent Assistant, Pre-Dial, Post Call Survey, Video/Call Recording), industry-specific healthcare packages (Patient Communication Package, SMS Center), and professional services for implementation, customization, and SIP application development.
Is Primas Group a public or private company?
Primas Group is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was Primas Group founded?
Primas Group was founded in 1996. It employs 11 to 50 people.
Where is Primas Group based?
Primas Group is headquartered in Huntington Beach, United States, in the North America region.
How does Primas Group make money?
Four revenue lines are on record. Contact Center Software Solutions are the primary driver. The others are professional Services, healthcare Communication Solutions and expert-Managed Services.
Who are Primas Group's main competitors?
Broad incumbents on record are Avaya and Cisco (Webex Contact Center). Direct peers are Five9, Genesys, 8x8, Talkdesk, Alvaria and NICE Ltd (NICE CXone). Emerging players are Twilio (Flex) and Amazon Connect.
Does Primas Group have an API?
No public API is recorded for Primas Group.
What industry is Primas Group in?
Primas Group's product category is Contact Center Software. Its primary akta.pro industry code is HDAEANAJ, AI Application Enablement Platforms (Copilot/Agent Frameworks, SDKs), with a secondary code of HDAEAKAA, Low-Code/No-Code Application Platforms. Its NAICS code is 541512 and its SIC code is 7373.