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Primus teams with IBM to Bring the Power of Knowledge Management to IBM DB2Customer Contact Center and Portal Clients Will Benefit From the ROI of Assisted and Web Self-Service Tools Now Available Through Primus' Integration of eServer 5.1 and eSupport 5.1 with IBM DB2SEATTLE--(BUSINESS WIRE)--Dec. 10, 2001-- Primus Knowledge Solutions (Nasdaq:PKSI - news), a leading provider of knowledge application software for customer contact centers and portals, announced today it is teaming with IBM to integrate IBM DB2(a) with Primus® eServer 5.1 and Primus® eSupport 5.1.Primus products are designed to measurably streamline and enhance customer care and support operations through assisted and Web self service. Integrating IBM DB2 with Primus products will enable clients to use every customer, partner and employee interaction as an opportunity to capture, disseminate, evaluate and improve enterprise knowledge. Primus products enhance major CRM, content management and corporate portal applications with assisted and Web self-service tools that help reduce overhead costs and measurably increase the effectiveness of enterprise sales, support and service activities. These products integrate with leading email management and CRM applications including Clarify/Amdocs, Kana, Motive, Oracle, Onyx, Peregrine/Remedy, PeopleSoft, Siebel and Support.com. Primus eServer 5.1, built on a proprietary associative search technology, is the foundation of the Primus Knowledge Solutions product suite. It analyzes the context of questions and content in the knowledgebase to provide highly accurate answers to questions. Primus eServer 5.1 is differentiated from competitive products in its ability to allow users to capture and share knowledge in the workflow. This eliminates time and cost inefficiencies associated with offline knowledge engineering used in case-based reasoning and other similar tools. Another key Primus eServer 5.1 benefit is security. Knowledgebase access and publishing parameters can be set at multiple security levels. Primus eSupport 5.1 is industry-leading software for Web-based self service and support. The software enables organizations to publish answers to customer questions 24 hours a day, seven days a week. Primus customers who have documented ROI report measurable improvements in hold times, CSR efficiency, Web deflection, as well as customer and employee satisfaction. ``IBM clearly is an innovation leader,'' said Mike Brochu, CEO, Primus Knowledge Solutions. ``Companies worldwide are seeking ways to do more with less without sacrificing customer satisfaction and brand loyalty. IBM DB2, coupled with Primus' knowledge applications, will bring impressive ROI to customer contact centers and portals by helping them access, analyse and improve the knowledge used in their enterprise applications to benefit training, service, support, sales and partnership initiatives.'' The DB2 and Primus eServer 5.1 and eSupport 5.1 product integration is available now in the US and Europe. Primus is a member of the IBM International Independent Software Vendor Group. About Primus Knowledge Solutions: Primus Knowledge Solutions provides knowledge application software that enables companies and their customers to access the information they need, easily and on demand. Primus® software delivers the ability to capture and share knowledge to optimize employee productivity, improve the customer service experience, and enable a rapid return on investment (ROI). Primus has approximately 200 customers worldwide, including such industry leaders as 3Com, 3M, The Boeing Company, Compaq Computer Corp., Ericsson, Inc., Fujitsu Limited, Inc., Genuity, Motorola and Novell. Based in Seattle, Primus has offices throughout the United States, and in Europe and Japan. For more information, visit or call 206-834-8100. Primus, Primus Answer Engine, Primus eServer, Primus eSupport, and Primus Interchange 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 or that this alliance relationship will provide future revenues. 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 the Primus' Report on 10-K filed on March 26, 2001 and Primus' 10-Qs filed on May 2, 2001, August 14, 2001 and on November 14, 2001. The extent of return on investment of Primus products is specific to our customer's experience. (a) Indicates a trademark or registered trademark of International Business Machines Corporation. Editorial Contact: Kate Ord Primus Knowledge Solutions Inc. (206) 834-8438 kord@primus.com top of page |
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