Primus Knowledge Solutions and CompuCom to Jointly Present at IT Infrastructure Management Conference & Expo(email this article)

SEATTLE—October 27, 2003—Primus Knowledge Solutions (Nasdaq: PKSI) (Company Profile, Past Stories, Case Studies) today announced that the company will co-present with its customer, CompuCom Systems, Inc., at the IT Infrastructure Management Conference & Expo (ITIM), the first industry event to address the evolution of IT infrastructure management and service integration. ITIM is underway and runs through October 29 at the Sheraton New Orleans Hotel in New Orleans, LA.

Primus’ Bo Weingaertner, technical marketing director, and Michael Devaney, director of technical services of CompuCom’s Enterprise Help Desk, will present “IT Help Desks Get Knowledge Management” on Wednesday, October 29 from 8:30 AM to 9:45 AM. The presentation will discuss how knowledge management tools and methodology will shorten staff training time, educate users, and allow for a more efficient allocation of IT resources. In addition, it will detail how Primus and CompuCom have partnered to achieve success in this area.

CompuCom continues to demonstrate the importance of Knowledge-Centered Support (KCS) in delivering effective Web-based services which has enabled its customers to easily ask questions in “plain English” and have comprehensive answers returned to them in full sentences that they can understand from both structured and unstructured content. This presentation will also include a discussion of the cultural changes required for transitioning to Web-based services as well as the value of measuring user response and evaluating progress for continual improvement of the knowledgebase content and Web service overall.

The ITIM 2003 conference covers all aspects of IT processes, IT infrastructure management, and IT service management. The focus of the conference is on ITIL definitions of processes for service management and service delivery, and the people, process, and technology issues involved in building and maintaining a world class IT infrastructure. For more information, go to www.ITIM2003.com.

About Primus Knowledge Solutions, Inc.
Founded in 1986, Primus Knowledge Solutions (Nasdaq: PKSI) 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.