|
Press Release |
|||
|
Four Primus Customers Receive SSPA STAR Awards for Customer Service ExcellencePrimus Knowledge Solutions Plays Integral Role in the Success of its Customers’ Service and Support OrganizationsSEATTLE—October 29, 2002—Primus Knowledge Solutions (Nasdaq: PKSI) today announced that four of its customers—EMC, Best Software, CompuCom Systems, Inc. and Mentor Graphics—were recently honored by the Service & Support Professionals Association (SSPA) for providing the highest levels of technical support and service to their customers.EMC and CompuCom were two of nine category winners in the 2002 STAR Award program, while Best Software and Mentor Graphics were recognized as Hall of Fame winners, given to companies that have won 5 STAR Awards since the inception of the program. “We extend our congratulations to EMC, CompuCom, Best Software, and Mentor Graphics, and we’re proud to be a contributor in their success,” said Michael Brochu, president and CEO of Primus. “Receiving validation and recognition from the leading industry association for IT support professionals for each of their customer support and service operations is a testament to their commitment to provide customer service excellence.” EMC won the “Mission Critical Support” category for delivering exemplary technical support to its customers. Applicants in this category provide technical support in mission critical environments where “system down time” creates major customers problems. EMC Customer Service has more than 5,000 technical, field and support personnel located in 47 countries and service partners in 28 countries—creating a global service network. Dale Hoopingarner, director, Global Services Advanced Systems, said, “EMC support personnel has never been greater. Primus offerings have enabled us to accelerate ahead of the challenge curve, so that EMC and our customers can collectively capture and share experiences gleaned during the troubleshooting process. This allows EMC to solve subsequent support calls more quickly, and simultaneously gives our customers the opportunity for increased self-sufficiency using the Primus engine.” CompuCom received top honors in the “Outsource Support Provider” category for successfully delivering technical support as its business. To compete in this category, applicants must demonstrate high levels of ongoing customer satisfaction, world-class service offerings, effective customer relationship management, performance measurements and staff retention programs resulting in an overall outstanding service operation. “As an outsourcer, we don't always receive all the information needed to support a client in advance. There's a large amount of valuable knowledge that comes from the daily support our agents provide to our client's end users,” said Michael Devaney, director CompuCom Systems, Inc. “Primus allows us to more effectively capture and reuse this knowledge as well as share it with our clients and across the entire CompuCom organization. We are the help desk for many Fortune 1000 companies and the Primus knowledgebase technology was a contributing factor in our winning another SSPA Star Award.” Mentor Graphics, EMC and CompuCom all rely on Primus eServer and Primus eSupport to power their knowledgebase and provide Web self-help to their customers. eServer enables support staff from each of these companies to continually capture, create and refine solutions as a natural part of the workflow. As solutions are added, to the knowledgebase, they become available for shared use by anyone in the organization with access. eSupport then serves as the online user’s window to solutions in the eServer knowledgebase, with natural language search; delivery of information from multiple sources; and escalation to live agents via Web or email. 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 3M Company, Airbus, The Boeing Company, Compaq Computer Corp., EMC, Enterasys, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Motorola, Novell, T-Mobile, 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 2002 and Primus’ 10Q filed in August of 2002 . The extent of return on investment of Primus products is specific to our customer's experience. Editorial Contact: Kristin Treat Fleishman-Hillard Seattle on behalf of Primus 206.283.2624 treatk@fleishman.com top of page |
|||