SEATTLE--(BUSINESS WIRE)--Oct. 13, 2003--Primus Knowledge Solutions (Company
Profile, Past
Stories, Case
Studies) (Nasdaq:PKSI - News) today announced that Altera Corporation (Nasdaq:ALTR - News) is using Primus technology to strengthen its global support
organization and to help customers, partners, and employees find accurate answers to their questions via Web self-service.
Altera is relying on a hosted software solution from Primus to take full-advantage of the content that exists within documents accessible on Altera's external Web site.
Accessing Altera's widespread corporate knowledge, the Primus® Answer Engine uses natural language processing to deliver quick relevant answers to plain-English
questions via the Web to support agents, as well as to customers, partners, and employees.
"By working closely with Primus, Altera's new "Find Answers" functionality on the Support Web site has significantly improved our support capability.
Natural language processing enables Altera Web Support to better understand questions customers ask by matching concepts and ideas, rather than simple keywords.
"Find Answers" also highlights specific answers within documents. This improves customer, partner, and employee productivity by providing relevant answers
quickly and efficiently," said Dale Health, director of worldwide customer support at Altera. "Anyone using our new `Find Answers' capability will be able to
quickly find the information they are looking for."
Altera employs nearly 2,000 people in 14 countries, has 14,000 customers worldwide, and is committed to helping customers achieve their business goals. The online Altera
Support Center is located at http://www.altera.com/support/spt-index.html and is accessible 24 hours a day,
seven days a week.
About Primus Knowledge Solutions, Inc.
Founded in 1986, Primus Knowledge Solutions (Nasdaq:PKSI - News) develops award-winning software solutions that power self-service to assisted service offerings for mid-
market and Global 2000 organizations. Primus knowledge sharing software is used today in call centers, help desks, and Web self-service environments to increase
customer satisfaction, improve employee efficiency, and lower operating costs. Primus continues to receive industry accolades for its robust product suite. In 2003 alone,
Primus received the STAR Award for "Best Support Technology Vendor" from the Service & Support Professionals Association (SSPA), was recognized for
its trend-setting products and named one of the "100 Companies that Matter in Knowledge Management" by KMWorld magazine, and received the 2003 CRM
Excellence Award from the editors of Customer Interaction Solutions magazine. Global organizations such as 3Com, Airbus, The Boeing Company, CompuCom, EMC,
Ericsson, Inc., Fujitsu Limited, Inc., IBM, Eastman Kodak Co., Motorola, and T-Mobile rely on Primus technology to enhance their customer service and support initiatives.
Visit www.primus.com for more information.
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.
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