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Primus Knowledge Solutions Enables FrontRange Solutions to Consolidate Six Search Engines Into One—Powered by Primus Answer EngineFrontRange Solutions reports a 170 percent increase in Web-based customer questions, and a 400 percent increase in the length of Web site visitsSEATTLE—January 7, 2003—Primus Knowledge Solutions (Nasdaq: PKSI) today announced that its customer FrontRange Solutions has reported significant improvement in their ability to satisfy more customers with existing staff since implementing Primus Answer Engine in 2001. This includes a 170 percent increase in Web-based customer questions, and a decrease in the number of calls to its help desk.FrontRange Solutions specializes in developing industry-specific integrated relationship solutions for businesses, and its products are used by more than 120,000 companies around the world. The company needed to consolidate six different search engines to increase its efficiency in responding to queries from Web-based support sites that serve its customers—mostly help desk and sales organizations. Primus Answer Engine outperformed five other finalists to deliver natural language processing to FrontRange Solutions. “We had a business challenge—the need to utilize a single search engine and consolidate our corporate knowledge into one knowledgebase, and to give all of our support Web sites a similar look and feel,” said Jeff Cummings, director of eBusiness for FrontRange Solutions. “Primus provided us with a premium software solution and an amazing service experience. We have 100 percent confidence in Primus’ abilities to support our knowledge management needs.” Primus Answer Engine is a scalable and easy-to-deploy solution with capabilities for answering customer questions in Web self-service and assisted service environments. Unlike simple search engines that return lists of documents in response to keyword queries, Answer Engine uses proprietary natural language search technology to deliver precise answers to incoming questions without forcing businesses to build or maintain complex taxonomies. When a user types a question in natural language, the Answer Engine analyzes the usage context, parts of speech, and other language characteristics to match the question to available content, and returns the correct answer with the relevant text highlighted inside the document. Before implementing Primus Answer Engine, FrontRange Solutions received 6,300 queries per month to its support Web sites and visitors left the sites in less than two minutes because they could not easily find information. Today, without adding support staff at FrontRange, Answer Engine is managing more than 17,000 unique queries per month from 20,000 unique visitors. Additionally, visitors are staying longer on the site to get their questions answered, an average of 10 minutes, because the information needed is easily accessible. This —has resulted in a 400 percent increase in the length of Web visits. To view a case study regarding FrontRange’s use of Primus, visit www.primus.com/company/customers/caseStudies. Cummings added, “Manpower couldn’t begin to handle what Primus Answer Engine is doing for FrontRange Solutions. If we spent the equivalent dollars on tech support that we have invested in Answer Engine, it would be impossible for the staff to handle the thousands of additional questions a month we’ve been receiving, much less 24 hours a day, 365 days a year.” About Primus Knowledge Solutions, Inc. For more than a decade, Primus® (Nasdaq: PKSI) has provided knowledge management software solutions that help companies define, meet, and exceed the productivity and quality goals of their contact centers, help desks, and web self-service environments. Businesses around the world use Primus software to increase customer satisfaction, improve employee efficiency, and lower operating costs. Primus customers include such industry leaders as 3Com, Airbus, The Boeing Company, EMC, Enterasys, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Motorola, Novell, T-Mobile, and VeriSign. For more information, visit www.primus.com. 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 almost 15 years, the company is headquartered in Colorado Springs, Colorado, with offices in Los Angeles, United Kingdom, France, Germany, Italy, South Africa, Australia and Singapore. Solutions include: industry-leading GoldMine® software family for relationship 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, Electricite de France, Mack Trucks and Turner News Network. Industry awards for FrontRange Solutions 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. 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 Form 10-K filed in March of 2002 and Primus’ Reports on Form 10Q filed in May, August, and November of 2002. The extent of return on investment of Primus products is specific to our customer's experience. Editorial Contact: Kristin Treat Fleishman-Hillard Seattle on behalf of Primus 206.283.2624 treatk@fleishman.com top of page |
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