PKSI Primus Knowledge Solutions (MM)

Primus Knowledge Solutions Ranks First in New Web Self-Service Study SEATTLE, April 29 /PRNewswire-FirstCall/ -- Primus Knowledge Solutions today announced the company was ranked number one in a study of the top Web self-service vendors recently conducted by Allen Bonde Group, Inc. (ABG), a management consulting and strategic advisory firm with a focus on self-service trends, best practices, and strategies. The study results, released in the latest column by ABG president Allen Bonde on the CRM portal, SearchCRM, identify Primus as the top vendor in the self-service market. Based on ABG's vendor scorecard methodology, which assesses a provider's brand, partners, technology, and delivery models, Primus had the highest overall score. The company's deep experience in the high-tech and telecom sectors and increasing presence in other verticals and regions were also highlighted in the ABG analysis. The study cites Primus as one of the original knowledge management pioneers and touts its success in 2003, including, several large new contract wins, and a return to profitability. According to Bonde, "Primus is still the one to beat." Earlier this year, Primus received a "Strong Positive" rating in Gartner's Web Self-Service, 1H04 MarketScope Report. Gartner MarketScopes provide a snapshot of how vendors perform in relation to each other, and gauge where the market is headed to help enterprises make better-informed purchasing decisions. Primus(R) Self-Service Center is a complete solution for customer, employee, and partner self-help which combines powerful knowledge retrieval with ease of use. Primus provides a personalized user experience that maximizes success rates for customers and employees while minimizing back-end maintenance. Primus Self-Service Center helps organizations to: -- Reduce costs -- by making it easier for users to help themselves which reduces reliance on more expensive support channels -- Provide quality support -- by making accurate, validated information easy-to-find and reuse and by providing simple, intuitive ways to access information at the right time, in the right context -- Improve customer loyalty -- with a quality service experience, personalized for individuals or affinity -- Increase revenue -- by identifying unmet customer needs, leveraging upsell and cross-sell opportunities, and reducing site abandonments 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 +1-206-834-8325 +1-206-954-8790, mobile 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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