01
Read + write
CRM and customer records
Find the customer, attach the conversation, write back the outcome and create the agreed follow-up without making an agent copy information between screens.
Apex integrations
Connect the conversation to the system that completes the work
An integration is not a logo on a page. It is a defined exchange of customer data, actions and ownership—with authentication, failure behaviour and audit requirements agreed before go-live.
Integration surface
The systems around Apex
The exact products and connection methods are confirmed during discovery. We publish only integrations that have a tested path for the version, data and workflow in scope.
Apex integration hub
One conversation context
Customer identity, conversation, outcome and next action move through governed exchanges rather than manual copy-and-paste.
CustomerConversationOutcomeNext action
02
Create + update
Service desk and case management
Create or update a case with the transcript, summary, disposition and ownership needed for the next team to continue the work.
03
Authorise
Identity and access
Map agent and supervisor roles to the organisation's identity model so access follows responsibility and can be removed through the normal joiner, mover and leaver process.
04
Route
Telephony and numbers
Assess existing numbers, carriers, trunks, routing and failover before choosing the safest porting or connection path for the contact-centre operation.
05
Report
Data and reporting
Move approved queue, conversation and outcome data into the governed reporting layer with definitions, ownership and retention recorded.
06
Automate
APIs and workflow automation
Use supported APIs, webhooks or controlled middleware to trigger approved actions. Authentication, error handling and replay behaviour are designed before production use.
Published connection paths
Named integrations buyers can evaluate
These are the public integration categories currently approved for Apex marketing. Availability still depends on the customer workflow, account, region, API access and version in scope.
01
WhatsApp Business Platform
Approved templates, messaging windows, conversation history and post-call follow-up.
02
Microsoft 365
Connect a mailbox and calendar so email and availability can be handled inside Apex.
03
Zoom
Create browser-joinable meeting links from booking and follow-up journeys.
04
Email delivery and SMTP
Send operational messages and approved follow-up through the agreed delivery path.
05
LDAP and Active Directory
Provision users and align access with the organisation's directory lifecycle.
06
Single sign-on
Apply the organisation's identity and authentication policy to Apex access.
07
Webhooks and REST API
Exchange approved records, events and actions with business workflows and systems.
Definition of done
A successful connection includes its failure path
Every integration design records the source of truth, permitted fields, authentication, retry behaviour, monitoring, support owner and what the agent sees when the connected system is unavailable.
- 01 · Source of truth
- 02 · Permitted fields
- 03 · Authentication
- 04 · Retry and replay
- 05 · Monitoring owner
- 06 · Agent fallback
Integration discovery
Bring the workflow and systems you need to connect
We will map the customer journey, required data, actions, ownership and failure behaviour before confirming the supported integration path.
- Direct
- +971 4 303 5555
- info@primealley.com
Related capabilities
Explore the wider Prime Alley platform
Connect this capability with the product, engineering and control layers supporting your operation.