Prime Contact

What Prime Contact does

Prime Contact Software Solution B.V. is a Netherlands-based, privately held company founded in 2009 that operates as a Genesys-exclusive specialist. The firm sells Genesys-focused contact center consulting, integration, and managed services alongside two proprietary software products: WFM Buddy, a mobile application that extends Genesys Workforce Management employee self-service to agent smartphones (preferences, shift trading, sickness reporting), and Real Time Stats, a real-time visual dashboard with sub-second refresh rates that consolidates Genesys and non-Genesys KPIs. Both products are listed on the Genesys AppFoundry marketplace, with WFM Buddy additionally validated as a Genesys Professional Services Expert App and Prime Contact holding AppFoundry Managed Partner status (top 10% of partners).

The company's technology stack is built natively on Genesys Engage and Genesys Cloud, with deep integration into Workforce Management, Business Analytics, Composer, SIP Server, Voice Portal, and Workspace, plus validated Azure Active Directory integration. Prime Contact's consultants average 15+ years of Genesys and contact center experience, supporting a portfolio that spans Digital Innovation and Cloud Migration, Deployment and Maintenance, and Business Consulting and Project Management. The company holds ISO 27001 and SOC 2 Type 2 certifications and an EcoVadis Bronze sustainability rating, positioning it for enterprise procurement requirements.

Prime Contact monetizes through a hybrid model combining subscription-licensed software products and quote-based professional services, delivered via direct enterprise sales, Genesys AppFoundry marketplace distribution, and Genesys event sponsorship. Customers are concentrated in banking, insurance, telecommunications, government, and media across EMEA, USA, and APAC, with documented deployments ranging from 150 to 15,000+ agent seats. The firm is led by Managing Director & Partner Olav Wilke and Technology Director & Founder Peter Vledder, has 11-50 employees, and is headquartered at the World Trade Center in Almere near Amsterdam.

Name

Prime Contact

Legal name

Prime Contact Software Solution B.V.

Website

https://prime-contact.com

Company type

Private

Founded year

2009

Operating status

Operating

Headcount range

11–50 employees

Short description

Prime Contact is a Netherlands-based, Genesys-exclusive specialist selling two proprietary products — WFM Buddy (mobile WFM self-service) and Real Time Stats (real-time dashboards) — alongside Genesys-focused consulting, integration, and managed services to enterprise contact centers in banking, insurance, telecoms, government, and media.

Ownership category

akta.pro rank

Product category

Contact Center Software & Consulting

NAICS

Custom Computer Programming Services (541511), Computer Systems Design and Related Services (54151), Other Scientific and Technical Consulting Services (54169)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Prepackaged Software (7372), Services-Management Consulting Services (8742)

akta.pro primary industry

Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ)

akta.pro secondary industry

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)

Keywords

• Genesys contact center consulting
• Workforce management software
• Real-time contact center analytics
• Genesys AppFoundry applications
• Cloud migration consulting services

Headquarters

HQ city

Almere

HQ country

Netherlands

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations

Revenue model

1. Software Products (WFM Buddy, Real Time Stats): SaaS-style software products licensed to enterprise customers running Genesys solutions. Products available via Genesys AppFoundry marketplace listing and direct sales.
2. Genesys Consulting Services: Expert consulting services for Genesys deployment, migration, upgrades, and ongoing optimization. Services include Digital Innovation & Cloud Migration, Deployment & Maintenance, and Business Consulting & Project Management.

Go-to-market motion3 records

Distribution channels4 records

Marketing channels5 records

Core offering

Prime Contact delivers Genesys-focused contact center consulting, integrations, and managed services alongside two proprietary software products: WFM Buddy, a smartphone app that extends Genesys Workforce Management to agent self-service on mobile devices, and Real Time Stats, a real-time visual dashboard consolidating Genesys and non-Genesys KPIs with sub-second refresh rates. Both products are listed on the Genesys AppFoundry marketplace, and the consulting practice covers digital innovation, cloud migration, deployment, maintenance, and project management.

Product overview

Prime Contact is an official Genesys partner offering a portfolio of two proprietary software products—WFM Buddy and Real Time Stats—complemented by Genesys-focused consultancy services. WFM Buddy extends Genesys Workforce Management capabilities to mobile devices for agent self-service, while Real Time Stats provides real-time visual dashboards that aggregate Genesys and non-Genesys KPIs across multiple devices. Both products are listed on the Genesys AppFoundry and are designed to enhance existing Genesys Engage deployments.

Differentiator

Problem solved

Functional benefit

Brands

• WFM Buddy: Most intuitive smartphone app for Genesys Workforce Management that drives employee self-service with Genesys WFM on agents' smartphones.
• Real Time Stats

Products and services

• WFM Buddy Mobile-first smartphone application providing Genesys Workforce Management employee self-service capabilities (schedule viewing, preference submission, shift trading, time-off requests, sickness reporting) directly on agents' devices, extending Genesys WFM beyond the desktop for enterprises running Genesys Engage and Genesys Cloud.
• Real Time Stats Real-time visual dashboard and analytics solution that consolidates Genesys and non-Genesys KPIs into highly visual, device-agnostic views (wallboards, PCs, tablets, smartphones) with sub-second refresh rates and automated threshold-based alerting for contact center decision making.
• Genesys Consultancy Services

Quantifiable outcome

• 80% time reduction for planners managing intra-day changes (Insurance company, 3000+ agents)
• +3 more outcomes

Named customers9 records

Segments5 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration3 records

Feature3 records

Partnerships

Four partnerships are on record, tiered core and supporting.

• GenesyscoreTechnology or IntegrationPrime Contact is an official Genesys partner specializing exclusively in Genesys solutions. Products WFM Buddy and Real Time Stats are listed on Genesys AppFoundry marketplace. Prime Contact has achieved AppFoundry Managed Partner status (top 10% of partners) and WFM Buddy has been validated as a Genesys Professional Services Expert App.
• ISO (International Organization for Standardization)supportingOthersPrime Contact is ISO 27001 certified for information security management systems.
• AICPA (American Institute of Certified Public Accountants)supportingOthersPrime Contact is SOC 2 Type 2 certified, demonstrating security controls and practices for service organizations.
• EcoVadissupportingOthersPrime Contact has been awarded the Ecovadis Bronze sustainability rating for corporate social responsibility.

Scale indicators5 records

Recent moves14 records

Expansion highlights6 records

Broad incumbents

• Genesys: Genesys is the CCaaS platform vendor whose ecosystem Prime Contact is built around. As Prime Contact's strategic platform partner and AppFoundry host, Genesys is also the most consequential competitor if it ships native equivalents of WFM Buddy or Real Time Stats.
• Talkdesk: Talkdesk provides cloud-native CCaaS with built-in workforce engagement. It is a relevant comparable as an emerging cloud CCaaS incumbent whose built-in capabilities pressure the third-party WFM/analytics niche.
• NICE: NICE offers NICE inContact CCaaS plus a broad workforce engagement and real-time analytics portfolio. It overlaps with both Prime Contact's consulting scope and the real-time dashboard / WFM use cases targeted by Real Time Stats and WFM Buddy.
• 8x8: 8x8 offers cloud CCaaS with bundled WFM, analytics, and quality capabilities. It competes with the broader Genesys-centric value proposition Prime Contact extends.
• Verint: Verint provides workforce engagement, real-time analytics, and quality solutions for contact centers. Its WFM and real-time dashboard capabilities overlap directly with Prime Contact's product offering at a much larger scale.
• Five9: Five9 is a leading cloud CCaaS vendor with its own WFM and real-time analytics offerings. As enterprises migrate from Genesys on-prem to cloud CCaaS, Five9 represents a competing destination for customers Prime Contact serves.
• Aspect Software (now Alvaria): Aspect/Alvaria provides contact center WFM and workforce engagement solutions historically tied to premise-based CCaaS deployments. It competes for the same Genesys-style WFM and intra-day analytics budgets that Prime Contact targets.
• Calabrio: Calabrio is a larger workforce engagement management vendor (WFM, quality, analytics) for contact centers, now including Teleopti WFM. It competes with WFM Buddy in the Genesys ecosystem and with broader WFM requirements across CCaaS platforms.

Regional players

• Puzzel: Puzzel is a Nordic-headquartered cloud CCaaS and CX vendor. It is comparable to Prime Contact as a regional (Northern Europe) contact center specialist serving enterprise customers with overlapping workforce management and analytics needs.
• Content Guru: Content Guru is a UK/EMEA-based cloud contact center and CX provider (storm platform). It is a relevant regional comparable serving similar European enterprise customers with bundled CCaaS, WFM, and real-time analytics.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks2 records

Key highlights7 records

Customer concentration

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Prime Contact