PKSI Primus Knowledge Solutions (MM)

Primus Knowledge Solutions to Showcase Its Award-Winning Product Suite at Siebel User Week in France SEATTLE, April 20 /PRNewswire-FirstCall/ -- Primus Knowledge Solutions today announced that the company will showcase its award-winning product suite at Siebel User Week in Cannes, France, April 21-23. Primus is a longtime Siebel Alliance Partner, and Primus applications are validated on Siebel 2000, Siebel 6.x, and Siebel 7.x CRM releases. Together, Primus and Siebel have many joint customers such as 3Com, 3M Company, and Airbus. Primus software, when used in conjunction with Siebel CRM, powers every interaction with knowledge to increase customer satisfaction and reduce operational costs. The joint Primus/Siebel solution enables companies to provide a superior customer experience via their call centers, help desks, field service teams, and Web self-service and offers the following functionality for users: -- Reduces customers' search time by providing powerful search algorithms and multiple search methodologies with Primus(R) Enterprise Search. -- Allows a company to manage its intellectual capital and make it available for search ensuring that knowledge is delivered rather than just data. -- Improved customer satisfaction by improving the quality of the customer service responses and improving response times. -- Reduces costs by enabling the call center to efficiently search for quality answers and capture knowledge for re-use via Web self-service or by agents in the call center. -- Provides consistent and seamless escalation from self-service to assisted-service channels. -- Controls escalation to preferred channels (e.g., email) thus maximizing low cost channels. -- Improves productivity by enabling agents to manage more customer interactions. -- Enables the call center to manage Internet and emerging mobile media communications seamlessly within the call center's knowledge framework. -- Helps call center improve its Service Level Agreements (e.g., Time to Resolve, First Time Closure, Time to Answer). -- Increased first call resolution by ensuring consistent and accurate answers. -- Dynamically guides any agent to any answer, thereby reducing training costs and making agents more productive, more quickly. Primus Knowledge Solutions products were recently ranked by Gartner as "Strong Positive", their highest level ranking, for Web self-service and for Email Response Management Systems (ERMS). For more information about Primus, go to http://www.primus.com/. 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. 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: 425-894-8710 email: DATASOURCE: Primus Knowledge Solutions CONTACT: Kristin Treat of Primus Knowledge Solutions, +1-206-834-8325, or mobile, +1-425-894-8710, or Web site: http://www.primus.com/

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