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Primus Selected by FrontRange To Provide Online Customer CarePrimus Answer Engine to deliver enhanced customer support for HEAT® and GoldMine® products SEATTLE--Aug. 7, 2001-- Primus (Nasdaq:PKSI - news), a leading provider of knowledge application software solutions, today announced that FrontRange Solutions Inc. has chosen the Primus® Answer Engine to enable enhanced self-service and assisted service to its customer base.FrontRange, an international market leader in customer relationship management (CRM) and customer service and support, made the selection after extensive investigation and analysis of dozens of self-service solutions. ``With the Primus Answer Engine, we will not only enhance our customers' online experience, we will reap the ROI benefits of Web self service, as well,'' said Carrie Cornella, executive vice president of customer services at FrontRange. ``We chose Primus because they offered us a scaleable, technology-based, question-answering solution that could be integrated into our environment and deployed in a matter of weeks versus other services-intensive solutions we considered, which were cost and time prohibitive to implement,'' she added. The Primus Answer Engine is designed to provide interactive Web self-service by delivering answers to customer questions from existing online content. FrontRange will use the Answer Engine to improve self service and to maximize the use of its customer support resources by reducing the need for escalation. Additionally, FrontRange will leverage the Answer Engine's advanced reporting capability to gain detailed insight into what their customers are seeking online. This analysis will enable continuous improvement of online content to fill content holes and address real customer demands. ``The decision to quickly deploy the Answer Engine gives innovative companies like FrontRange a true strategic advantage over other customer support companies,'' said Primus Executive Vice President of Worldwide Sales and Marketing, Kim Nelson. ``It's an honor to have a CRM leader such as FrontRange recognize the service, support and ROI benefits of the Answer Engine. It's a new and unique product to the marketplace and FrontRange will be among the first to reap the benefits of using software that leverages `unstructured' data assets for support, service and training purposes.'' The Primus® Answer Engine is designed to provide interactive Web self-service by delivering answers to customer questions from existing online content. The technology 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 customers use the answer engine to reduce customer care costs without sacrificing the quality of care, by resolving questions more quickly and accurately via the Web. About FrontRange Solutions Inc. FrontRange Solutions Inc. develops software and solutions that allow organizations to deliver extraordinary customer relationships and service. An international market leader in customer-centric software for more than 10 years, the company is headquartered in Colorado Springs, Colo., with offices in Los Angeles, Chicago, United Kingdom, France, Germany, Italy, South Africa, Australia and Singapore. Solutions include: the industry-leading GoldMine® software family for customer relationship management (CRM), fully integrated contact management and sales force automation; and the award-winning HEAT® software line for world-class customer service and support. FrontRange drives business decisions for profitability in market-leading companies such as Shell Oil, Coca-Cola, Chevron, Prudential Securities, Lucent, Electricite de France, The Weather Channel, Mack Truck, Turner News Network, and Smith Barney. Industry awards for FrontRange include Software Magazine's ``Hot 500,'' Call Center Magazine Product of Year, Entrepreneur Magazine's Best Software, Users Choice Awards, and PC Magazine ``Editors' Choice.'' For more information on FrontRange, call 800/776-7889 or visit www.frontrange.com. GoldMine, HEAT and other FrontRange products and brands are registered trademarks or trademarks of FrontRange Solutions Inc. in the U.S. and/or other countries. Other products and brands are registered trademarks or trademarks of their respective owners/companies. About Primus Primus provides knowledge application software that enables companies and their customers to access the information they need, easily and on demand. Primus® software delivers the ability to capture and share knowledge to optimize employee productivity, improve the customer service experience, and enable a rapid return on investment (ROI). Primus has more than 180 customers worldwide, including such industry leaders as 3Com, 3M, The Boeing Company, Compaq Computer Corp., Ericsson, Inc., Fujitsu Limited, Inc., Genuity, Motorola and Novell. Based in Seattle, Primus has offices throughout the United States, and in Europe and Japan. For more information, visit www.primus.com or call 206/834-8100. Primus, Primus Answer Engine, Primus eServer, and Primus eSupport, Primus Interchange are registered trademarks or service marks of Primus Knowledge Solutions, Inc. Other products and company names mentioned in this press release may be the trademarks of their respective owners. Any statements, expectations and assumptions contained in this press release that do not describe historical facts, such as statements about the integration, performance, use, and deployment of Primus products and the anticipated results constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. There is no guarantee that these results will actually occur or that this customer relationship will provide future revenues. Any forward-looking statement contained in this release are based on current expectations, are not guarantees of future performance, and are subject to a number of risks and uncertainties. Factors that could cause actual results to differ materially from current expectations include the following: difficulties encountered in the integration, deployment, or implementation of the Primus products and customer's systems; failure in the customer's widespread adoption and use of the Primus products; quality of the customer's database of solutions; fluctuations in customer demand; use of the Web as a delivery vehicle for customer support or eCRM solutions; risk resulting from new product introductions and customer acceptance of new products; rapid technological change; the risks associated with competition and the rapid consolidation of competitors; continued growth in the use of the Internet; the ability of Primus to manage its growth and integration efforts and the ability of Primus to compete successfully in the future, as well as other risks identified in Primus' Securities and Exchange Commission filings, including but not limited to those appearing under the caption ``Factors Affecting our Future Operating Results'' in the Primus' Report on 10-K filed on March 26, 2001 and Primus' 10-Q filed on May 2, 2001. The extent of return on investment of Primus products is specific to our customer's experience. Editorial Contact: Lynne Dolan FrontRange Solutions Inc. 719.532.7537 lynne.dolan@frontrange.com top of page |
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