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Primary Matters Contact Center Analysis Now Available from The Primas Group

Kenwood, CA/ Los Angeles, CA - (July 6, 2005) - Primary Matters, Inc., expert in activity-based cost analysis for contact centers, announces a strategic business partnership with The Primas Group, leading provider of call center integration and optimization products and services. The foundation of this relationship is the mutual goal to enable customers to improve the economic performance and productivity of their contact centers.

Primary Matters is best known for their advancements in activity-based analysis. Their flagship product, The Primary Matters Guide®, is used for planning, budgeting, and supporting decisions involving changes to the operational or technology environment within a contact center. Workflow driven, The Guide™ gives management an in-depth view of the costs involved in their business activities that is not available with any other product. The ROI and TCO reports provided by The Guide are produced using information specific to each contact center. The ability to monitor activity metrics ensures that pre implementation and forward looking goals are truly achieved. The value proposition of The Primary Matters Guide and user support is now available from The Primas Group.

Primas is unmatched in their expertise with contact center technology, particularly involving IVR, CTI, Speech, Project Management implementations and Strategic Planning. Through extensive experience in systems integration and customization, they have gained a thorough understanding of how best to optimize the necessary technology to suit the evolving needs of their customer. A solution tailored by The Primas Group empowers contact centers to improve their interactions with callers, while ensuring that their investment produces a favorable return.

In order to achieve this level of satisfaction for their customers, Primas spends time learning about their operation, including their activities, workforce, current technology and future goals. It is during this learning process that The Primas Group will identify the demand within an organization for a business impact analysis tool, and increase the value to their customer in providing The Primary Matters Guide.

Regarding the partnership, George Lalonde, Channel Sales Manager for Primary Matters states "It simply makes sense for an expert in contact center technology such as The Primas Group to supply The Guide as part of their offering. They get to such an in-depth level of understanding of each customer’s business that they can see how each customer can benefit from The Guide for their planning, budgeting, and cost analysis requirements. I am very excited about the opportunity that this relationship will bring to both companies; and particularly to customers of The Primas Group".

Jose Candia, VP of Sales & Marketing for The Primas Group, comments, "The customer experience is now an integral part of the product delivery and plays an important role in the product life cycle. The call center investment in systems and labor demands accountability and measurable results. The Primary Matters Guide is becoming an indispensable tool to track and measure the productivity and value returned for the capital and human resource investment".

About Primary Matters

Primary Matters, Inc. provides software products and services that enable activity-based budgeting, planning and business impact analyses. The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information call (902) 794-7095, or visit

About The Primas Group

The Primas Group is a leading provider of solutions and services that provide clients the ability to establish effective Call Completion Strategies. Our solutions include speech recognition based self-service, assisted service using CTI for screen pop with data directed routing, and management metrics to recognize technology’s effectiveness. Contact The Primas Group at

Editorial Contact:
Noelle MacQueen
Primary Matters

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Last modified: May 31, 2006 .