Primus Knowledge Solutions Announces Free Live Web Event on Knowledge-Centered Support  (email this article)

(Company Profile, Past Stories, Case Studies) SEATTLE-January 6, 2004-Primus Knowledge Solutions (Nasdaq: PKSI) today announced a free live Web seminar titled “Knowledge-Centered Support: A Best Practice Methodology that Improves Operational Efficiency & Customer Satisfaction.” The one-hour event will be held on Wed., Jan. 14, at 11 AM PT, 2 PM ET. To register and to learn more, go to: http://destinationcrm.com/webevents/primus/14jan2004.
 
Knowledge-Centered Support (KCS) is a business practice for knowledge management appropriate for customer and technical support. It was developed by the Consortium for Service Innovation and deemed a “best practice methodology” by the Help Desk Institute (HDI). The goal of KCS is to solve a problem once and use the solution often. Adoption of KCS has improved operational efficiency, employee moral, and customer satisfaction for hundreds of organizations.
 
This Web seminar, sponsored by Primus, a pioneer developer of software solutions that support KCS, will examine the need for a knowledge-centered strategy as well as the organizing principles of KCS and its benefits. Ginger Conlon, editor-in-chief of CRM magazine, will moderate a panel discussion that includes Ron Muns, CEO and founder, HDI, Greg Oxton, executive director, Consortium for Service Innovation, and Primus customer Michael Devaney, director of technical services, Enterprise Help Desk, CompuCom Systems, Inc.
 
About Primus Knowledge Solutions, Inc.
Founded in 1986, Primus Knowledge Solutions (Nasdaq: PKSI) develops award-winning software solutions that power self-service to assisted service offerings for mid-market and Global 2000 organizations. Primus knowledge sharing software is used today in call centers, help desks, and Web self-service environments to increase customer satisfaction, improve employee efficiency, and lower operating costs. Primus continues to receive industry accolades for its robust product suite. In 2003 alone, Primus received the STAR Award for "Best Support Technology Vendor" from the Service & Support Professionals Association (SSPA), was recognized for its trend-setting products and named one of the "100 Companies that Matter in Knowledge Management" by KMWorld magazine, and received the 2003 CRM Excellence Award from the editors of Customer Interaction Solutions magazine. Global organizations such as 3Com, Airbus, The Boeing Company, CompuCom, EMC, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Eastman Kodak Co., Motorola, and T-Mobile rely on Primus technology to enhance their customer service and support initiatives. Visit www.primus.com for more information.
 
Primus, Primus Knowledge Solutions, Primus Answer Engine, Primus eServer, Primus eSupport and Primus eServer iView 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. Any forward-looking statements 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 Primus' Report on 10-K filed in March of 2003 and Forms 10-Q filed in May, August and November of 2003. The extent of return on investment of Primus products is specific to our customer's experience.
 
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