Primus Knowledge Solutions (NASDAQ:PKSI)
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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/