SEATTLE—March 3, 2003—Primus Knowledge Solutions (Nasdaq: PKSI) (Company
Profile, Past
Stories, Case
Studies) today launched Primus Knowledge Pathway, a program that provides Primus’ customers with professional services support and a roadmap for
implementing a successful knowledge management initiative.
Primus Knowledge Pathway is a flexible deployment model that is suitable for any size implementation and is based on tested methodologies. Through four
evolutionary stages, the model provides the structure and process that allows Primus’ customers to not only achieve a successful deployment but also to ensure they
continue to receive the intended business benefits from their Knowledge solution.
· Knowledge Discovery—planning and project launch
· Knowledge Pathfinder—course mapping and infrastructure creation
· Knowledge Adoption—contact center and customer deployment
· Knowledge Continuum—maintaining momentum and focus
An adaptive business process is required to achieve the desired technology return-on-investment. Customers will achieve maximum benefit when using the Primus
Knowledge Pathway to organize the flow and delivery of appropriate action plans. Additionally, Primus Knowledge Pathway is customizable and involves the customer
throughout the process to ensure the highest level of acceptance and adoption of their Knowledge solution.
“Primus Knowledge Pathway helps our customers to ensure that all aspects of knowledge management are addressed,” said Stuart Mills, vice president of International
Services at Primus. “It not only focuses on the technology aspects, but Knowledge Pathway and our methodology include the people, process, and design initiatives
necessary to ensure a successful overall KM implementation.”
Concord Communications, Inc. (Nasdaq: CCRD), a Primus customer, has successfully deployed Primus Knowledge Pathway as part of the company’s strategy to
maximize operational efficiencies. Concord’s knowledge management plan leverages the Primus Knowledge Pathway by outlining the criteria for success and aligning its
services organization to meet and exceed these criteria. The Primus plan also allows Concord to identify trends in customer needs and preferences and incorporate this
knowledge into future product releases.
“Concord and Primus have a long-standing relationship, and we’ve worked with the Primus professional services team to help us establish a knowledge management
agenda,” said Rob McCabe, director, customer services, Concord. “Together, we’ve set realistic expectations and measurable goals for our KM initiatives which have
resulted in enhanced efficiency of our services organization.”
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,
Concord Communications, EMC, Enterasys, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Motorola, Novell, T-Mobile, and VeriSign. For more information, visit
www.primus.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
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.
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