Primus Delivers Web Self-Service Solutions to Sony Online Entertainment - Primus Communications Corp - Brief Article

Information Superhighways Newsletter, August, 2001

Sony Online Entertainment (SOE), the on-line gaming division of Sony Pictures Digital Entertainment, just deployed Primus eServer and Primus eSupport to bring greater efficiencies to its Web self-service platform, which is designed to serve its 10 million on-line entertainment members. Using Primus' proprietary search algorithm technology, SOE will be able to instantaneously address simple to complex gaming questions with a superior level of accuracy. Primus is a provider of knowledge-enabling software.

Primus eServer software provides the knowledge-based architecture and engine for the delivery of targeted support information via Primus eSupport to the Web self-service users. The product configuration is used to improve and expand product usage, provide problem diagnosis and resolution, and to create, capture, and share comprehensive data within a company. Primus' knowledge-enabling solutions are designed to bring measureable ROI by reducing call times, escalation rates, and training costs in customer contact centers, while increasing customer satisfaction levels.