Primus Knowledge Solutions Announces the Worldwide Availability of Primus KnowledgeCenter 6.0
15 July 2004 - 9:00PM
PR Newswire (US)
Primus Knowledge Solutions Announces the Worldwide Availability of
Primus KnowledgeCenter 6.0 SEATTLE, July 15 /PRNewswire-FirstCall/
-- Primus Knowledge Solutions (NASDAQ:PKSI) today announced the
worldwide availability of Primus(R) KnowledgeCenter 6.0, its
next-generation software platform that is designed to help
companies enhance customer satisfaction and loyalty by leveraging
knowledge and delivering precise answers to customers' questions
via self- and assisted service communication channels. Primus
KnowledgeCenter is a modular set of integrated, award-winning
products designed to meet the specific needs of today's
organizations. Unique features of the platform include enterprise
scalability, true, seven level natural language processing (NLP),
detailed analysis and reporting capabilities of the customer
experience, multiple language support, and seamless integration
with CRM systems. "As the eService market approaches the end of the
consolidation phase, enterprises are looking for multichannel
knowledge solutions that leverage the Customer Interaction Hub and
span self-and assisted-service channels," said Esteban Kolsky,
senior research analyst, Gartner, Inc. "Knowledge center platforms
that are built upon the Hub concept and leverage internal
knowledgebases and natural language processing, will allow
enterprises to provide better customer service. Enterprises will be
able to understand customer questions and provide the expected
solution in the shortest time frame." The KnowledgeCenter delivers
on the vision of the Primus Knowledge Interaction Hub. The Hub
combines the best technology, people, and process to support the
entire knowledge interaction cycle, from the moment a customer
submits a question to the time a correct answer is returned. The
Hub delivers both proactive and reactive strategies for
Knowledge-Centered Support (KCS), the only methodology advocated by
both the Consortium for Service Innovation and the Help Desk
Institute (HDI). Supported by a seasoned Primus team, Primus
KnowledgeCenter executes on this vision by delivering: --
Information that customers need to make buying decisions -- A
seamless, unified experience from prospect to customer and from
self- to assisted service -- Resolution to customer problems
correctly, the first time -- Information that employees require to
be successful -- Enhanced productivity surrounding the problem
resolution process -- Ability to reuse expertise across the
enterprise The resulting impact of Primus extends across the
enterprise and helps to turn prospects into customers, increases
customer satisfaction and loyalty, drives more revenue from
existing customers, enhances employee productivity and efficiency,
makes companies more effective, and improves employee satisfaction
and retention. Primus KnowledgeCenter is available in a licensed
and hosted service model and available in the following solutions:
Primus(R) KnowledgeCenter for Customer Service -- is designed for
the customer-facing support organization to empower both agents and
customers with greater knowledge accessibility, enhances
productivity surrounding communications management, and automated
problem resolution. In short, enables organizations to provide
superior customer service. Primus(R) KnowledgeCenter for Help Desk
-- is developed for the employee- facing support organization to
help it increase service level attainment, better utilize existing
resources, and reduce overall costs. Primus offers both
functionality and flexibility that are proven to help a wide-range
of technicians, from novices to senior veterans, do more with less
and solve more issues in less time. Primus(R) KnowledgeCenter for
Self-Service -- is designed to combine powerful knowledge retrieval
with ease of use and a complete solution for customer, employee,
and partner self-help. This year industry analyst firms, Gartner,
Inc. and Allen Bonde Group, have ranked Primus with a "Strong
Positive" rating and number one, respectively, in two independent
assessments of self-service vendors. Additionally in 2004, Primus
Self-Service has been honored with a Service Leader Award from CRM
magazine and a CRM Excellence Award from Customer Interaction
Solutions magazine. Primus(R) KnowledgeCenter for Field Service --
is developed for remote technicians that need access to the latest
fixes and best practices, yet have limited or no connectivity back
to their support organizations. To learn more about Primus
KnowledgeCenter, go to
http://www.primus.com/products/knowledgeCenter/ . 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 Company, 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.
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 and 2004 Reports on Form 10-Q . The extent of return
on investment of Primus products is specific to our customer's
experience. 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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