Primus Knowledge Solutions, Inc. (Nasdaq: PKSI) develops knowledge management software that enables call centers, help desks, and other support organizations to deliver fast, relevant answers via phone, email, and the web. With Primus solutions for level-one agents, expert support staff, and web self-service, companies can capture information from almost any document and database for access, analysis, and continuous improvement of corporate knowledge.

Today, businesses around the world integrate Primus products with their CRM and call-tracking systems to lower operating costs, improve productivity, and increase customer satisfaction, including such industry leaders as 3Com, 3M, The Boeing Company, Compaq Computer Corp., Ericsson, Inc., Fujitsu, Inc., Motorola, EMC, Novell, and VeriSign.

For each implementation, Primus Professional Services consultants are involved at every stage - from process design through product training to ongoing evaluation for a strong return on investment (ROI). Working in partnership with each client, Primus consultants create executable plans for successful knowledge management in any type of support environment.

Primus Professional Services offers the full range of business and technical consulting services. Business consulting services include change management, performance management, and business alignment. Technical consulting services include system integration, user interface development, installations, and technical knowledge programs.
 

 

Core Products and Services

Primus® Answer Engine Primus® Answer Engine is used by companies to turn websites into an interactive self-service platforms by delivering answers to customer questions from existing online content. Primus Answer Engine analyzes the meaning and context of plain English questions, parses online content--including HTML, PDF, and text files--and returns specific, accurate answers to customer questions automatically. Primus Answer Engine reduces customer frustration and pre-empts the need for escalation to more expensive customer service channels.
 
Primus® eSupport Primus® eSupport is industry leading software for customer self-support. Primus eSupport enables customer service and support organizations to increase business efficiency by providing customers with direct access to technical support solutions via the web. With Primus eSupport, users can search solutions published from a customer support knowledgebase to find answers to questions and solutions to technical support issues, 24 hours a day, seven days a week. Users can easily escalate to a live assistant via the web, email, or chat when answers or solutions are not available.
 
Primus® eServer Primus® eServer helps customer service organizations capture and share answers to questions and solutions to even the most complex technical problems--dynamically--as they work to resolve service and support issues. New solutions are added to the knowledgebase as they are created and can be immediately available for reuse by anyone throughout the enterprise. Primus eServer is built on the Primus Associate Search Engine, which provides sophisticated search functionality. Unlike traditional search engines that can deliver too many answers or case-based systems that can deliver too few, Primus eServer delivers answers that are both relevant and manageable.
 
Primus® Interchange Primus® Interchange is a sophisticated email management software that automatically searches your Primus knowledgebase and responds to customer inquiries with the most relevant answers to their questions. Your customers have access to answers via email, and Primus clients have an efficient and cost-effective means to respond to customer inquiries. The system also performs intelligent email routing of escalated customer inquiries for increased operational efficiency. Primus Interchange leverages the Primus Associative Search Engine to deliver fast, reliable answers to users and capture information for future use.