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Primus Aligns with Netopia to Provide Integrated Online Customer ServiceSEATTLE--Oct. 10, 2000--Primus (Nasdaq:PKSI - news), a leading provider of eCRM software, today announced a strategic alliance with Netopia, Inc. (Nasdaq:NTPA - news), a leading provider of Internet infrastructure products and services to small and medium size businesses. The two companies will partner to integrate Primus' eCRM software solutions with Netopia's new iConcierge(TM) Internet service (iService) platform to provide secure, one-to- one assisted services through a single integrated Internet system. Netopia recently introduced iConcierge as a Web-based platform that uses a thin client to deliver real-time, point-to-point services as needed to facilitate remote problem- solving over IP networks. Netopia will provide an integration module for iConcierge with Primus® software to extend customer service capabilities for eBusinesses engaged in CRM, eCommerce, and delivery of service-level agreements (SLAs). This enhanced support infrastructure will allow Netopia's customers to benefit from Web- based customer service with the added value of Primus' sophisticated solution-centered knowledgebase. Additionally, Primus will enhance its own software suite by providing integration with Netopia's iConcierge platform to deliver securely a powerful range of interactive, real- time, peer-to-peer services across many types of connections over the Internet. This solution will help Primus enable a scaleable interactive support platform, on-demand, to a wide variety of devices at any time. iConcierge software will interface with Primus® eServer and Primus® eSupport software to provide higher quality support to users in a more timely manner. ``Netopia's iConcierge platform is a key enabler allowing eBusinesses to extend the reach of online services to keep employees productive, business partners connected, and most importantly, customers satisfied,'' said Jeff Porter, vice president of marketing for Netopia. ``We are excited to collaborate with an eCRM leader like Primus to further increase levels of satisfaction and retention among our joint customers.'' ``Netopia focuses on adding value to and reducing the costs of end user support and customer relationship management with the iConcierge Platform,'' said Norman Guadagno, vice president of marketing at Primus. ``It is a natural progression of this mission to pair with Primus and implement technology that is integral to delivering cutting-edge service to Internet-savvy customers.'' Netopia's iConcierge is initiated on-demand from a server located outside the firewall. Users simply point their Web browser to the Help icon, and iConcierge authenticates the user, and establishes a secure, real-time Internet link through intervening firewalls, NAT, and proxy services. Once the link is established, the user can select a service, and the appropriate self-installing thin clients are transmitted across the Internet and activated to instantly enable remote assistance. iConcierge can support a variety of services, including desktop assistance (remote control), chat as well as voice over IP, ``follow-me'' Web browsing, LDAP Internet locator services, trouble-ticketing and call queuing. Netopia's iConcierge iService platform can be used for customer service and support, systems administration, sales support, help desk, and other interactive services across the Internet. Primus Provides Complete eCRM Software Infrastructure The Primus® eCRM Software family is among the most complete and innovative in the industry, providing applications for managing each step of the customer lifecycle and integrating knowledge across customer visits. Primus® eServer is Primus' foundation product for eCRM, offering advanced knowledgebase technology through the Primus® Associative Search Engine, workflow management, open APIs, the ability to deliver fast, reliable answers to users, and capture all that information for use by the company in the future. Primus® eSupport provides a completely Web-based front end for customer self-service and access to support solutions. Through the use of Primus eSupport, companies have the capability to lower the cost of providing support and increase customer satisfaction, resulting in high ROI and improved efficiency and effectiveness. Primus® Interchange provides a powerful communications management product for eService, with robust email management and routing capabilities, knowledge-enabled email auto-response, and integration with the Web and with the underlying support knowledgebase. Primus® Interchange Chat provides instant interaction via chat. When users open a chat session from a self-service Web site, the software automatically queues and routes the email -- along with the customer's immediate service history -- to a service representative. Primus® eSales is a robust sales configuration and personalization product for eBusiness. It allows easy customization of complex products by customers, fast set-up of sales information by non-technical managers, and complete tracking and reporting of customer activity. It will also integrate easily with existing eCommerce transaction engines. About Primus Primus® eCRM software enables companies to effectively manage all points of contact with their customers by providing self-service and assisted service through a single integrated system. With Primus software, customers have fast access to the information they need through multiple channels -- Web, email, chat, voice -- and businesses share valuable customer knowledge across the enterprise, leveraging the value of their customer interactions to grow their customer relationships. Primus has more than 140 customers worldwide, including such Global 2000 companies as 3Com, 3M, Compaq Computer Corp., The Boeing Company, PSInet Inc., Bell Helicopter Textron, Gulfstream Aerospace, Ericsson, Inc., Fujitsu Limited, Inc., GTE Internetworking, Motorola, and Novell. Based in Seattle, Wash., Primus has offices throughout the United States, and in Europe and Japan. For more information, visit Primus on the Web at http://www.primus.com or call 206/292-1000. About Netopia Netopia, Inc. develops, markets and supports Internet and electronic commerce infrastructure for small and medium size businesses. Netopia's broadband equipment and e- commerce Web platforms enable businesses to connect easily and cost-effectively to the Internet, establish and enhance their Internet presence, and conduct business and electronic commerce on the Web. With its Netopia broadband router family, the company is interoperable with all major central office equipment suppliers, including Alcatel, Cisco, Copper Mountain Networks, Lucent Technologies, Nokia, Orckit, Paradyne, and Siemens; and has established strategic distribution relationships with leading CLECs including Covad Communications, NorthPoint Communications, Rhythms NetConnections, and Jato Communications; and with hundreds of ISPs and carriers including France Telecom, Telecom Italia, Verizon, PSINet, Verio, UUNet, Earthlink Network, and Concentric Network. With its Netopia e-commerce Web platform, the Company has established Web-based services with Bloomberg.com, Citigroup's bizzed.com, Cendant Corporation, Jato Communications, Everdream, France Telecom, and Mac Publishing's Macworld.com. Headquartered in Alameda, Calif., Netopia's common stock trades on The Nasdaq Stock Market® under the symbol ``NTPA.'' Further information about Netopia can be obtained via phone 510/814-5100, fax 510/814-5021 or on the web at http://www.netopia.com. Primus, Primus eServer, Primus eSupport, Primus Interchange, Primus Interchange Chat, and Primus eSales are trademarks, registered trademarks or service marks of Primus Knowledge Solutions, Inc. Netopia and iConcierge are a registered trademark of Netopia, 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 use and expected outcomes of the product pairings and the results of this co-marketing arrangement constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. Any forward-looking statements contained in this release are based on current expectations, are not guarantees of future outcomes or 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 alliance arrangement due to marketing, strategic, corporate or technical reasons; customer's effective use of Primus' or Netopia's products; changes in fluctuations in customer demand; continued growth and use of the Web as a delivery vehicle for eCRM solutions; rapid technological change; the risks associated with competition and rapid consolidation of competitors; 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 the Primus' Report on 10-K filed on March 23, 2000 and Primus' 10-Q filed on August 14, 2000. Editorial Contact: Kristin Roberge KVO Public Relations 503/721-4258 kristin_roberge@kvo.com top of page |
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