PKSI Primus Knowledge Solutions (MM)

Primus Knowledge Solutions Receives 2004 CRM Excellence Award From Customer Interaction Solutions Magazine, Recognizing Kodak's Deployment of Primus Self-Service Solution SEATTLE, May 20 /PRNewswire-FirstCall/ -- Primus Knowledge Solutions today announced that Technology Marketing Corp.'s Customer Interaction Solutions magazine has named Primus(R) KnowledgeCenter for Self-Service as a recipient of a CRM Excellence Award for 2004. Primus KnowledgeCenter for Self-Service is a complete solution for customer, employee, and partner self-help, designed to combine powerful knowledge retrieval with ease of use. Earlier this year, Primus earned a "Strong Positive" rating in Gartner's 2004 evaluation of leading Web self-service solutions and, most recently, ranked number one in a study of the top self-service vendors conducted by Allen Bonde Group, Inc. "Customer Interaction Solutions magazine implemented the CRM Excellence Awards as a way of commending the companies that have proven to be true CRM partners to their customers," said Nadji Tehrani, founder and chairman of TMC. "Primus has demonstrated to our editors that its products and services have fundamentally improved the processes of its customers' businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious asset-their customers." In order to be considered for a CRM Excellence Award, companies were asked to submit a case study that documented an installation for a client company. Primus submitted the case study of a customer, Eastman Kodak Company, which has successfully deployed Primus software as part of the company's 'Web first' initiative. "With the extreme growth of the digital camera and imaging market, we found that consumers had questions with their KODAK EASYSHARE digital cameras," said John Bustard, worldwide director, technical knowledge management at Kodak. "Primus KnowledgeCenter for Self-Service was the only solution that could meet our business requirements, and to date, Kodak has delivered more than 2 million self-help answers online." About Primus Self-Service Primus self-service solutions deliver a superior customer experience, while simultaneously lowering companies' service and support costs. Primus' modular self-service suite provides actionable knowledge, tailored and personalized to any audience, across any communications channel, enterprise-wide. Primus solutions enable users to find answers via their preferred search strategy -- one of the keys to maximizing self-service success rates. Primus Self-Service software is built on an open J2EE architecture, and is available on a licensed (on premises) or hosted basis. For more information about Primus KnowledgeCenter for Self-Service, go to http://www.primus.com/products/knowledgeCenter/selfService/ . 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. The extent of return on investment of Primus products is specific to our customer's experience. CONTACT: Kristin Treat of Primus Knowledge Solutions, +1-206-834-8325, or mobile, +1-206-954-8790, or . DATASOURCE: Primus Knowledge Solutions, Inc. 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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