AT&T Wireless Selects Primus Knowledge Solutions to Strengthen its Global Customer Care Organization(email this article)

SEATTLE—September 15, 2003—Primus Knowledge Solutions (Company Profile, Past Stories, Case Studies) (Nasdaq: PKSI) today announced that AT&T Wireless (NYSE: AWE) has selected Primus technology for Web self-service and assisted service to strengthen its global customer care organization and to support AT&T Wireless’ relentless focus on meeting customer needs.  

“AT&T Wireless continues to be very focused on providing the highest levels of customer support, and we’re excited that Primus is an important part of their efforts,” said Michael Brochu, president and CEO of Primus.  “The addition of AT&T Wireless to our customer base also validates our dominance in the telecommunications industry as more than a dozen leading telecoms use Primus software in their customer service and support organizations.  Furthermore, AT&T Wireless is benefiting by using one of the fastest growing solution sets Primus offers—Web self-service.”

AT&T Wireless is the second-largest wireless carrier, based on revenues in the United States, and has more than 21 million subscribers.  The company has selected Primus technology for its ability to provide direct, relevant answers to natural language questions from any type of content and to power its assisted service and self-service offerings. The company is currently using Primus software to power its global customer care organization and on its customer Web site to provide superior customer service.

AT&T Wireless utilized Primus Application Hosting to implement its Web self-service solution in eight days. This solution employs Primus software to find answers from across the AT&T Wireless enterprise—including knowledgebase solutions, customer forums, and frequently asked questions (FAQs). AT&T Wireless customers are already utilizing the next generation of Data Services solutions and are successfully resolving their own questions online at http://support.attwireless.com.

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, 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 2003 and Forms 10-Q filed in May and August of 2003. The extent of return on investment of Primus products is specific to our customer's experience.