PKSI Primus Knowledge Solutions (MM)

Primus Knowledge Solutions Helps Organizations Improve the Problem Resolution Process With Industry-Leading Support Automation Technology SEATTLE, May 5 /PRNewswire-FirstCall/ -- Primus Knowledge Solutions today announced that the company, in partnership with Control-F1 Corp., provides an industry-leading support desk technology solution for problem detection, diagnosis, and repair. Combining best-of-breed support automation and knowledge management software provides agents and end-users with the ability to rapidly find accurate answers to computer problems, automate the resolution process, and complete the repair cycle. "End users will benefit from this support automation solution by increased levels of service excellence," said David Ridout, vice president of marketing and business development at Primus. "In turn, organizations will benefit by reduced downtime within their own enterprises and will also be able to reduce overall costs for their support desk operations." Detect, Diagnose, and Repair The first stage of the problem resolution cycle is to gather the facts and symptoms of the problem to ensure there is proper problem framing. SupportBridge(R) support automation tools significantly enhance fact-gathering, and all the information collected is automatically entered in the Primus(R) Knowledgebase. Once the problem frame is created with facts and symptoms, it then may be used to do a thorough search of the Primus Knowledgebase to look for similarly framed problems and solutions captured during previous support incidents. In a traditional support environment, the Knowledge Article would then be available for the support agent to guide the user through the steps required to resolve the problem. With SupportBridge(R), the support agent has the ability to deliver the resolution steps, in the background, without user intervention. "Fast, accurate delivery of the resolution through intelligent repair automation is a dramatic improvement from traditional support delivery through the phone," said Geoff Thompson, CEO of Control-F1. "The best-of-breed product synergies between Primus Knowledge Solutions and Control-F1 are a compelling solution for today's support environment." For more information about Primus and its support automation capabilities, go to http://www.primus.com/partners/ and click on "Learn More About Primus-Control-F1 Integration." About Primus Knowledge Solutions, Inc. Primus Knowledge Solutions develops award-winning software that enables companies to provide a superior customer experience via contact centers, help desks, Web self-service, and electronic communication channels. Primus technology powers every interaction with knowledge to increase customer satisfaction and reduce operational costs. The company continues to receive industry accolades for its robust product suite. In 2003, 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 CRM Excellence Award from the editors of Customer Interaction Solutions magazine. Global organizations such as Allied Irish Bank, The Boeing Company, CompuCom, EMC, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Eastman Kodak Co., HSBC, Orange, Motorola, 3Com, and T-Mobile rely on Primus technology to enhance their customer service and support initiatives. Visit http://www.primus.com/ for more information. About Control-F1 Control-F1 is leading the Support Automation industry by providing a complete and automated support desk solution. Cost reduction through enhanced support operation efficiency, improved corporate productivity, increased customer acquisition and retention, as well as greater revenue potential are the benefits of Control-F1's products and services. Control-F1's customers include AIG, Alberta Government, Blue Cross Blue Shield, Gateway, Hummingbird, IBM, Indiana University, New York Times, Novell, Ricoh, Siemens, South Carolina Department of Health and Human Services, TELUS Communications, Unisys, and Wipro. For more information, please visit http://www.control-f1.com/. NOTE: 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 2004 . The extent of return on investment of Primus products is specific to our customer's experience. For more information, contact: Kristin Treat | direct: 206.834.8325 | mobile: 206.954.8790 email: DATASOURCE: Primus Knowledge Solutions CONTACT: Kristin Treat of Primus Knowledge Solutions, +1-206-834-8325, or mobile, +1-206-954-8790, or Web site: http://www.primus.com/

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