Primus Knowledge Solutions (NASDAQ:PKSI)
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Primus Knowledge Solutions Recognizes AT&T Wireless, Microsoft
Corp., and Orange for Providing Exceptional Customer Service and Enhancing the
Overall Customer Experience
SEATTLE, Oct. 6 /PRNewswire-FirstCall/ -- Primus Knowledge Solutions
(NASDAQ:PKSI) today announced the 2004 winners of the second annual "Primus
Luminary Awards" including AT&T Wireless for Best Customer Service, Microsoft
Corp. for Best Help Desk Service, and Orange for Best Electronic Communications
Management Solution.
"We're pleased to honor AT&T Wireless, Microsoft, and Orange for their
exemplary efforts in driving the overall customer experience by offering
exceptional customer service via multiple channels including the Web, call
center, and electronic communications," said Michael Brochu, president and CEO
of Primus. "Primus thanks the industry experts who evaluated the entries and
determined the 2004 Primus Luminary Award winners; the results speak for
themselves, and the winners are indeed the best of the best in customer service
excellence."
Primus created the "Primus Luminary Awards" in 2003 in conjunction with the
annual National Customer Service Week (Oct. 4-8) to recognize organizations
that provide stellar customer service. The 2004 awards program was open to
companies with annual sales of more than $100 million. All companies must have
submitted documentation that demonstrated results were achieved and specific
criteria met. A panel of industry pundits including Esteban Kolsky, research
director, Gartner Inc., Bill Rose, CEO, Service & Support Professionals Assoc.
(SSPA), and Ron Muns, founder and CEO, Help Desk Institute (HDI), then reviewed
the entries and selected the winners.
"Knowledge management is at the core of our process for success in the Helpdesk
space, and Primus(R) KnowledgeCenter has been our vehicle of choice for
Microsoft IT Global Helpdesk, enabling industry leading customer satisfaction
and driving higher levels of worker productivity," said Victor Bahna, senior
director for internal global support at Microsoft. "Obviously this award is
very exciting, and we're looking forward to further improvement in the coming
year."
To further recognize the winners and allow them an opportunity to share their
service success stories, Primus will host a Web seminar, titled "Learn from the
Best: Delivering Exceptional Customer Service & Intentional Customer
Experience." The event will also feature the judges discussing industry trends
in eService, help desk, and support environments. The event will be held on
Thursday, October 28, at 8 a.m. Pacific Time.
Highlights from each of the winning organizations' service offerings include:
Best Customer Service
AT&T Wireless is the second largest wireless carrier in the United States based
on revenues. With 21.737 million subscribers as of June 30, 2004, and revenues
of more than $16.8 billion over the past four quarters, AT&T Wireless delivers
advanced high-quality mobile wireless communications services, voice and data,
to businesses and consumers, in the US and internationally. With the complexity
of offerings and increasing number of wireless Internet subscribers, AT&T
Wireless was in need of a universal solution to address the rapidly increasing
number of documents maintained addressing customer issues.
AT&T Wireless support reps use Primus(R) KnowledgeCenter as their primary
source for troubleshooting and policy and procedure information. Agents use the
system to find answers to questions by entering a few key words or using a drop
down list containing common search terms. Additionally, with the external
self-service site, customers may perform searches, browse through specific
topics, and search within those topics.
Best Help Desk Service
Microsoft Corp., based in Redmond, operates the Microsoft IT Global Helpdesk, a
partnership between Microsoft IT and HP Managed Services. HP currently has call
centers in Colorado Springs, Co., Dublin, Ireland and Bangalore, India to
support Microsoft's help desk evolution. In Q3 2003, the Microsoft Helpdesk
implemented a new support model for knowledge management as a result of
consulting with Primus and an increased commitment to KM by upper management.
The new model included adding a Knowledge Management Team with knowledge
writers and subject matter experts, new processes for content creation and
modification, feedback processes to Microsoft Tier 2 organizations/developers
for technical content validation, improving self-help options and feedback to
and from front-line technicians.
As a result of these changes, the use of Primus knowledge articles increased by
more than 75 percent over previous years. In fiscal year 2004, the Microsoft
Helpdesk rolled out approximately 64 new products which increased the
complexity and the contact volumes to the Helpdesk. The success of these new
product roll-outs was in part due to the robust content management processes.
Best Electronic Communications Management Solution
Orange is the United Kingdom's top performing mobile network and Europe's
second largest mobile operator by footprint. Established in April 1994, Orange
has operations in 20 countries across Europe with a projected market presence
covering 1.5 billion people worldwide by 2005.
Orange's success in the mobile communications market has been marked by a
simple vision: a bright future, where people can communicate wherever,
whenever, and however they wish. This commitment has enabled Orange to become
one of the world's strongest and most recognized brands today. For more than
five years, the company has aimed to be first for service, quality, innovation
and choice.
Orange began implementation of Primus(R) Communications Center in October 2002
-- Phase 1. In this phase, the solution was deployed across five sites as
Orange's standard solution for handling inbound customer Web-form and email
interactions.
Today, Orange reports enhanced productivity around managing inbound
communications where Orange has been able to reduce handling time, automate
certain response types and significantly reduce overall response times,
improving customer satisfaction. Orange has realized savings of $500,000 due to
call deflection alone.
With more than 14 million customers in the UK, Orange is in a unique position
to communicate with its customers directly through the mobile phone.
Phase 2 commenced in the summer of 2003 where Orange invested in Primus(R)
Campaign Manager and SMS modules. These services enable Orange to communicate
personalized and targeted email, SMS and MMS promotions to its entire customer
base. While Orange does not communicate to all of its customers every day, it
does have the facility to send more than one million messages daily.
The results of the SMS campaigns have been phenomenal when compared with
traditional direct mail and above the line activities. In a recent campaign
designed to stimulate customers to try new products and services, Orange was
able to acquire 50 percent of the customers who accepted the offer through the
use of two-way SMS delivered and managed through the Primus tool.
Commenting on the relationship with Primus and the return that Orange has seen
from its investment in Primus, Lynn Brunner, head of CRM strategy at Orange,
said "Primus Knowledge Solutions have given us a very effective means of
communicating to our customers, where we know that we can keep channel costs
down while still experiencing better than average response and take-up. This
has been key in our move to have a strong ROI focus on all marketing activity."
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 platform, including a 2004 CRM
Excellence Award and 2004 Users Choice Award for Primus(R) KnowledgeCenter, and
"Strong Positive" ratings from Gartner, the leading provider of research and
analysis on global IT, in both the Web Self-Service Gartner MarketScope for
1H04 and the ERMS Gartner MarketScope for 1H04. 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, 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 of Primus, +1-206-834-8325, or mobile, +1-206-954-8790,
or .
DATASOURCE: Primus Knowledge Solutions, Inc.
CONTACT: Kristin Treat of Primus, +1-206-834-8325, or mobile,
+1-206-954-8790, or
Web site: http://www.primus.com/