Primus eService Software Providing eService Foundation for Global 2000 Customers

Business Wire, Dec 27, 1999

Business Editors, High-Tech Writers

SEATTLE--(BUSINESS WIRE)--Dec. 27, 1999

Primus (Nasdaq:PKSI), a leading provider of eService software and services, continues to build momentum as some of the largest and most innovative companies in the world provide eService to their customers using Primus software.

Global 2000 customers using Primus products to provide more effective and efficient resolution of customer support issues include 3M, Compaq Computer Corporation, EMC Corporation, GTE Internetworking, Intel Corporation, KPN Telecom, Nortel Networks, Novell, Inc., PSInet Inc. and Safeco Corporation.

Given the complex and dynamic nature of the products and services these companies offer, the service challenges facing these industries are among the

most demanding -- further complicated by the multiple audiences of business customers, consumers, and even employees. This complexity demands the ability to easily and accurately capture the answers to customer questions, and efficiently deliver those answers to subsequent customers facing the same issues. It also requires the ability to do this in a holistic fashion regardless of the customer's channel of choice -- whether via the web, email, chat, or the phone.

Primus eService software is enabling these companies to capture, reuse, and share knowledge across their large distributed global services organizations to solve customer problems more effectively and deliver superior eService. In concert with this, the company's newest product, Primus(R)Interchange, offers automatic email response capabilities -- when a user submits an email inquiry the system automatically searches the company's knowledgebase and returns an email message containing suggested answers to the user's question while also dynamically routing the request on the backend, not just providing a simple acknowledgement of receipt. Primus Interchange leverages the Primus(R) Associative Search Engine to enable the delivery of fast, relevant answers to users. Alternatively, users may opt to search the customer service knowledgebase directly through the company's web site. All self-service options are available 24 hours a day, seven days a week via the Web.

"Primus eService software has helped us move beyond simply answering questions or routing email to the next stage where we can create and receive value with every interaction," said Steve Young, director of global knowledge services at Compaq. "By moving to an integrated eService model we can reduce costs, decrease time to problem resolution and significantly enhance the overall experience for our customers, partners, and employees."

"As we move into the 'net millennium', eService will be one of the critical business differentiators for companies. The service experience has an enormous impact on customer satisfaction and retention," says Norman Guadagno, vice president of worldwide marketing at Primus. "Our Global 2000 customers, along with numerous other businesses, are building on a strong technology foundation to enhance the customer experience and actively strengthen the customer bond -- an essential ingredient for true success."

About Primus

Primus is a leading provider of eService software and services. The company's applications enable organizations to create, capture, reuse and share knowledge worldwide. Primus customers include 3Com, 3M, AT&T Wireless, ClientLogic Corporation, Compaq, EDS (formerly SHL/MCI Systemhouse), EMC Corporation, Entex, Ericsson Inc., Fujitsu Limited, Inc., GTE Internetworking, Micron Electronics, Inc., Motorola, Network Associates, Novell, Origin Managed Services, PSInet, QAD Inc., Simplex Time Recorder Co., and SGI. All Primus products integrate easily with leading customer relationship management applications, including those from Clarify, Onyx Software, Remedy, Siebel Systems and Vantive. Based in Seattle, Washington, Primus has offices in Atlanta, Boston, Chicago, Dallas, Los Angeles, San Francisco and Washington, D.C. Primus Solutions UK Ltd., a wholly owned subsidiary of Primus, has offices in London. Primus KK, a joint venture with Trans Cosmos, Inc., markets and sells SolutionSeries products in Japan. For more information, contact Primus at 1601 Fifth Avenue, Suite 1900, Seattle, Washington, 98101; 206/292-1000; or visit the Primus Web site at www.primus.com.

Any statements, expectations and assumptions contained in this press release that do not describe historical facts, such as statements about the eService market in general, the use, performance and deployment of Primus software or statements about Primus' customer relationships, constitute forward-looking statements. 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. There can be no assurance that the market for eService will develop or that these customer relationships will provide future revenues. Factors that could cause actual results to differ materially from current expectations include the following: fluctuations in customer demand; Primus' ability to manage its growth; use of the Web as a delivery vehicle for customer support solutions; risk resulting from new product introductions and customer acceptance of new products; rapid technological change which characterizes Primus' markets; the risks associated with competition; continued growth in the use of the Internet; the risks associated with international sales as Primus expands its markets; 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 "Risk Factors" in the Primus' Prospectus dated June 30, 1999 and those appearing in the Report on Form 10-Q for the period ended September 30, 1999 and in the Report on Form 8-K filed on December 13, 1999.