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Primus and How2TV Partner to Offer New Level of Interactive Customer SupportSEATTLE--Oct. 17, 2000--Primus (Nasdaq:PKSI - news), a leading provider of eCRM software, today announced a strategic alliance with How2TV, a leading provider of Internet-based rich media solutions. The two companies will integrate their technologies to create a new level of interactive customer support. How2TV creates rich media Internet solutions that help consumers assemble, install and operate the products they have purchased or to learn more about a product they might want to buy. These packages contain audio, video, diagrams and text and reside on manufacturer and retailer Web sites where consumers can access them via the Internet. Through the partnership, Primus will provide its customers with the ability to enhance their customer support efforts using rich media content for customer self-service and online education. How2TV will provide companies with product-specific rich media content that will be available to users online as an integrated part of the Primus solution. These combined capabilities will allow Primus' customers to be able to see the answers to customer service questions using video, audio, and animation that will be ``pushed'' via Primus' live chat or email, or tied to a FAQ database. Primus and How2TV believe that the resulting solution will reduce customer support costs and the flow of returned goods. ``We believe that How2TV offers Primus an opportunity for increased sales, product differentiation and the ability to pioneer the use of rich media in eCRM,'' said Henio Arcangeli, president and CEO of How2TV. ``How2TV's solutions will assist Primus in providing end users with an enhanced customer support experience, and will expand our ability to connect with customers via multiple Web-based channels.'' Norman Guadagno, vice president of worldwide marketing at Primus, said ``Primus is at the forefront of understanding the needs of its customers and rich media provides yet another point of contact that they can select for themselves from the wide array of channels we offer. How2TV's extensive library of rich media content can help our customers lower customer service costs and better train support personnel, creating significant business benefits within and beyond the enterprise.'' 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. Primus and Primus Knowledge Solutions are trademarks or registered trademarks 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 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 How2TV's products; changes in fluctuations in customer demand; continued growth and use of the Web as a delivery vehicle for eCRM solutions and education or training video; 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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