Primus - Revolutionising network security

Automated Menus: Reducing Agent Workload

Empower your callers with self-service capabilities, reducing agent workload and streamlining call flows. Implement multi-level IVR menus that allow callers to swiftly reach the department or information they need—whether for billing, support, or live operator assistance.

Multi-level IVR menus with dynamic options
Intuitive, user-friendly dashboard for menu creation
Support for both speech recognition and keypad input

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Key Features of IVR

Transform your call handling with advanced routing, automation, and real-time data.

Automated Menus

Enable callers to self-navigate complex service menus, empowering them to quickly access the right department or information without requiring agent intervention, thus optimizing operational efficiency and reducing call handling times.

Conditional Routing

Leverage advanced routing capabilities such as time-of-day, IP-based, or area-based rules to dynamically direct calls based on factors like business hours or geographic location—ensuring an always-available, contextually aware call flow.

Preconnection Greeting & Whisper

Deliver pre-call information such as disclaimers, greetings, or branding. Use whisper messages to provide agents with vital caller context before connecting, ensuring a personalized and informed call experience.

Voicemail & Mid-Call Transfer

Allow seamless call transitions, from voicemail capture when agents are unavailable to mid-call transfers without disruption. Ensure continuous service and enhance caller satisfaction with minimal wait times.

Multiple Destinations

Direct calls to multiple endpoints—whether SIP, PSTN, or contact lists—either sequentially or simultaneously, ensuring calls always reach the optimal destination based on your predefined routing logic.

Missed Call Alerts

Receive real-time email alerts for missed calls, ensuring no potential customer query is overlooked and improving lead response time.

Call Recording & AI Summaries

Automatically record every inbound call for compliance, training, or quality assurance. With AI-driven summaries, quickly review key call details and gain actionable insights without manually listening to every conversation.

Custom SIP Headers

Integrate with legacy systems and CRMs by manipulating SIP headers to pass critical data along call flows, enabling seamless data exchange and advanced reporting.

AI-Enhanced Routing & Real-Time Analytics

Frictionless, Smart Call Handling

Combine IVR automation with AI-driven insights to enhance call routing and provide a personalized customer experience. Automatically generate AI summaries for each call, reducing agent training time and improving response accuracy, all while optimizing live analytics to improve service in real-time.

AI-driven call summaries for efficient agent training
Dynamic call flow optimization to minimize handling time
Real-time analytics for proactive call flow adjustments