Your AI investment is only as good

as the team managing it.

Most organizations deploy CX AI and stop optimizing. We manage it continuously, across every capability in your contact center.

Talk to an Expert

See Case Studies

The gap between purchase and performance

Most AI deployments stall at 30–40% of their potential. That's not a platform problem.

Without active management

Bot deployed, never optimized

30–40% containment plateau

Intents decay over time

No A/B testing or tuning

Agent assist ignored by agents

AI investment becomes shelfware

With AI Managed Services

Continuous optimization cycles

70%+ containment achievable

Weekly intent training

Structured A/B testing

Copilot adoption tracked and improved

Measurable ROI per quarter

Five AI domains

One managed service across every AI capability in your contact center.

The platform selected in this phase determines everything that follows. We document what the environment needs before any vendor enters the conversation, then evaluate against those requirements at every stage.

Conversational AI & Virtual Agents

Weekly intent training to break the 30–40% containment plateau. Flow optimization, model tuning, knowledge base management, and channel expansion.

Agent Assist & Real-Time Guidance

Copilot adoption tracked and improved, not assumed. Guidance configuration, smart routing, next-best-action tuning, and adoption monitoring.

Quality Management AI

Auto QM calibrated against your actual call types, not out-of-box defaults. Speech and text analytics, coaching insights, and compliance monitoring.

Voice AI & Speech Analytics

Transcription accuracy and intent recognition tuned to your environment's vocabulary and call patterns. Sentiment analysis on a defined cadence.

Workforce AI & Forecasting

Scheduling and forecasting models tuned against your actual volume patterns, not vendor defaults. Adherence management and continuous model refinement.

Platforms

Certified across the CCaaS and CRM AI ecosystem.

CCaaS AI

NICE Enlighten

Enlighten AI, CXone Mpower, auto QM, agent assist, forecasting.

Cognigy

Conversational AI, agentic AI, virtual agents, agent copilot, knowledge AI.

Genesys AI

Genesys Cloud AI, virtual agent, predictive routing, agent copilot, speech analytics.

Five9 Genius AI

Genius AI suite, virtual agent, agent assist, voice biometrics, workflow automation.

Amazon Connect

Lex bots, Contact Lens, AI-driven routing, real-time analytics, Lambda automation.

CRM & Productivity AI

Salesforce Einstein / Agentforce

Einstein AI, Agentforce, next-best-action, AI-powered case management, CX integration.

Microsoft Copilot

Copilot Studio, custom AI agents, M365 integration, contact center automation.

Zoom AI Companion

AI Companion, contact center AI, virtual agent, real-time coaching, post-call summaries.

The managed services advantage

The CCaaS context makes AI optimization more effective.

Explore CCaaS Managed Services

The team managing your CCaaS platform already knows your routing logic, your IVR structure, and your integration dependencies. When AI optimization builds on that foundation, it moves faster and holds up longer.

Talk to an expert

Client Evidence

What active AI management looks like in practice.

All Case Studies →

AI Implementation

Ferrellgas

One Primero engineered a Cognigy–NiCE CX integration that automated self-service, payments, and agent assist — without disrupting existing workflows

Read the Full Case Study →

IBM Watson Health technology showcase at a healthcare innovation event.

AI–CCaaS Integration

IBM

IBM needed Watson AI to manage 75,000+ healthcare inquiries per month with a 90% deflection target. One Primero engineered an integration that had never been built before.

Read the Full Case Study →

AI that keeps improving after go-live.

A 30-minute conversation is enough to identify where your AI is leaving performance on the table.

Talk to an expert