Primas Receives Innovation Award for First Call Resolution Solution

Share Article

Customer Interaction Solutions magazine Honors New Approach for Second Call Treatment Options Improving Customer Satisfaction and Retention

Evo FCR automatically displays your FCR rate

“We are extremely honored to win this award,” said Mike Mastro, President of Primas. “Primas Evolution FCR is an innovative, enabling solution that helps improve First Call Resolution rates by understanding repeat caller trends.

The Primas Group, a leading provider of contact center services and solutions announced today that its Evolution FCR™ product has received a 2010 TMC Labs Innovation Award from Customer Interaction Solutions magazine. Customer Interaction Solutions is the leading magazine covering CRM, Call Centers and Teleservices. The award is given to a select group of vendors who demonstrate raw innovation, uniqueness, and represent a significant contribution to the industry.

According to Rich Tehrani, CEO, TMC, "These winners have proven to the staff of TMC Labs that their product or service is truly innovative in the CRM and call center industries. New companies, new products and new services in the CRM and call center industry are being created all the time. This award distinguishes the companies that make significant contributions in the advancement of this industry."

Primas’ Evolution FCR identifies repeat callers and provides a unique second call treatment experience for call back customers. Using automated processes it enhances the repeat caller’s experience and can transfer them directly to either the agent or the department they selected the last time. After the call is completed an immediate callback to do a quick survey can be initiated.

“We are extremely honored to win this award,” said Mike Mastro, President of Primas. “Primas Evolution FCR is an innovative, enabling solution that helps improve First Call Resolution rates by understanding repeat caller trends. We invite those interested to download and share our free report on First Call Resolution.”

The 2010 TMC Labs Innovation Award winners will be published in the September and October 2010 issues of Customer Interaction Solutions magazine.

About Customer Interaction Solutions Magazine
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.cismag.com.
TMC Contact

Jan Pierret
Marketing Manager
203-852-6800 ext. 228

About Primas
Primas is a leading contact center solutions and professional services company designing and implementing multi-platform data integrations and solutions for over 15 years. Our expertise leverages and enhances legacy infrastructure and assists with cost effective, new and migratory planning focusing on FCR, CTI, IVR and speech application development and implementation. For more information please visit http://www.primas.net or call 888-477-4627.

Media Inquiries:
Hank Groman
714-901-2721

###

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Hank Groman
Visit website

Media

Evolution FCR Product BrochurePrimas Evolution FCR BrochureFeatures • Tracks and logs all calls through CTI connectivity • Full cradle-to-grave historical data on each call that can be compared to Voice Recordings • Multiple layers of reports, separating out repeat callers by number of repeat calls • Real-time alerts to agents that provide insight into the call they are receiving • Web Services interface for advanced programming and 3rd party integrations Benefits • Improves agent call handling, reduces total talk time • Enhances agent/customer interaction improving the overall customer experience • Identifies excessive repeat callers for unique handling • Empowers the agents in handling the customerFreedomQ Product BrochurePrimas FreedomQ BrochurePrimas FreedomQ is an automated, strategic call back technology for contact centers that maintains customer satisfaction during high call volume periods that create long wait times for your customers. By offering your customer the choice of receiving a call when an agent is free or during a specific pre-set time later in the day, FreedomQ automatically begins to respond to high call volumes based on several options like average wait time and number of people in queue.Primas Company BrochureAbout the Primas GroupPrimas has helped hundreds of successful companies improve their use of contact center technology enabling best of class customer service. The world of customer service has been optimized, unified, networked, and CRM’ed over the last forty years. New technology changes may entice you to update, migrate and purchase hardware and software components that can save you overhead while increasing profitability. Shouldn’t you select a business partner with the experience and knowledge to help you develop the solution that best fits your needs?