Primus Knowledge Solutions (Nasdaq: PKSI) (Company
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Studies) today announced that it uses the BEA WebLogic Enterprise Platform™ to power Primus technology to help organizations quickly access and
analyze information and provide relevant answers to customer questions via multiple channels—Web, phone, chat, mobile devices, and email. Today’s announcement
supports the recent availability of BEA WebLogic Platform 8.1™, an integrated platform that provides superior business integration through the convergence of application
development and integration, from BEA Systems, Inc. (Nasdaq: BEAS), the world’s leading application infrastructure software company.
“Together, BEA and Primus offer a best-of-breed enterprise solution that can provide a real return-on-investment and competitive advantage both internally and in their
customer-facing applications,” said David Ridout, vice president of marketing and business development at Primus. “Making information available through Web self-service
and assisted service environments is a key trend that BEA WebLogic Platform 8.1 supports and that we enhance with Primus natural language search tools and knowledge
management solutions.”
Scott Edgington, vice president and general manager, global software partners, BEA Systems, said, “BEA is pleased to have Primus’ support, and we believe that
knowledge management and self-service technologies from Primus, running on BEA WebLogic Platform 8.1, can offer mid-market and enterprise customers the best-in-
class solutions to power their customer service and support offerings.”
Primus knowledge management software is used by mid-market and Global 2000 organizations to enhance their customer service initiatives and improve the efficiency of
their call centers, help desks, and Web self-service environments. The Primus® Answer Engine, running on BEA WebLogic Platform, uses proprietary natural
language processing (NLP) to help locate corporate information and extract from it the answers to questions when people need it. This robust, highly scalable, and
reliable method of delivery is designed to allow for easy information sharing and helps organizations to effectively use the Web to handle customer, partner, and employee
inquires more efficiently.
<Also powered by BEA WebLogic, is Primus® CSR Assist, which is designed to enhance Primus® eServer knowledgebase with the ability for customer service
representatives (CSRs) to access content from any source via natural language search. With this technology, call center and help desk representatives can directly
access information to quickly seed the knowledgebase with existing corporate content or enter new solutions.
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, 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 Business 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 Form 10-Q filed in May of 2003. The extent of return on investment of Primus products is specific to our customer's experience.
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