[0] Primus eCRM Software Powers FastTrack Innovators.

Business Editors, High-Tech Writers

SEATTLE--(BUSINESS WIRE)--Aug. 14, 2000

Primus(R) (Nasdaq:PKSI), a leading provider of eCRM software, continues to provide the power behind the online customer service initiatives of some of the largest and most innovative companies on eWeek's eCRM FastTrack 100 list.

FastTrack companies using Primus(R) eCRM software to effectively manage all points of customer contact by providing self-service and assisted service via the Web include AT&T, EDS, Hewlett-Packard Company, IBM, Lucent, SBC and Xerox.

These companies all face the same challenge of meeting and exceeding the needs of multiple audiences. With Primus software, customers have fast access to the information they need through multiple channels -- Web, email, chat, voice -- and businesses can share knowledge across the enterprise to build and maintain their valuable customer relationships. In providing their customers with more direct control over the products and services they receive online, these companies are reaping the benefits of increased mindshare and strategic advantage over the competition.

The FastTrack 100 list was developed by eWeek, in collaboration with Gartner Group Inc., to identify CRM innovators. To evaluate what eBusiness companies are doing online, the publication established a business alliance with Harte-Hanks Inc. Market Intelligence to compile a preliminary list of companies that have demonstrated leadership in deploying critical CRM-related technologies. With the help of Gartner, eWeek was able to evaluate and score the online presence of top companies.

"This list recognizes industry leaders who have seen a definite ROI in terms of their eCRM offerings," said Norman Guadagno, vice president of worldwide marketing at Primus. "Primus' technology enables Global 2000 companies to turn their online presence into a sustainable business in the New Economy."

Primus Provides Complete eCRM Software Infrastructure

The Primus(R) eCRM Software family is among the most complete and innovative in the industry, providing applications for managing each step of the customer lifecycle and integrating knowledge across customer visits.

Primus(R) eServer is Primus' foundation product for eCRM, offering advanced knowledgebase technology through the Primus(R) Associative Search Engine, workflow management, open APIs, the ability to deliver fast, reliable answers to users, and capture all that information for use by the company in the future.

Primus(R) eSupport provides a completely Web-based front end for customer self-service and access to support solutions. Through the use of Primus eSupport, companies have the capability to lower the cost of providing support and increase customer satisfaction, resulting in high ROI and improved efficiency and effectiveness.

Primus(R) Interchange provides a powerful communications management product for eService, with robust email management and routing capabilities, knowledge-enabled email auto-response, and integration with the Web and with the underlying support knowledgebase.

Primus(R) Interchange Chat provides instant interaction via chat. When a user opens a chat session from a self-service Web site, the software automatically queues and routes the email -- along with the customer's immediate service history -- to a service representative.

Primus(R) eSales is a robust sales configuration and personalization product for eBusiness. It allows easy customization of complex products by customers, fast set-up of sales information by non-technical managers, and complete tracking and reporting of customer activity. It will also integrate easily with existing eCommerce transaction engines.

About Primus

Primus(R) eCRM software enables companies to effectively manage all points of contact with their customers by providing self-service and assisted service through a single integrated system. With Primus software, customers have fast access to the information they need through multiple channels -- Web, email, chat, voice -- and businesses share valuable customer knowledge across the enterprise, leveraging the value of their customer interactions to grow their customer relationships. Primus has more than 140 customers worldwide, including such Global 2000 companies as 3Com, 3M, Compaq Computer Corp., PSInet Inc., Bell Helicopter Textron, Gulfstream Aerospace, AT&T Wireless, Ericsson, Inc., Fujitsu Limited, Inc., GTE Internetworking, Motorola, and Novell. Based in Seattle, Wash., Primus has offices throughout the United States, and in Europe and Japan. For more information, visit Primus on the Web at www.primus.com or call 206/292-1000.

Primus, Primus eServer, Primus eSupport, Primus Interchange, Primus Interchange Chat, and Primus eSales are trademarks, 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 use, performance, implementation, 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 or that this customer relationship will provide future revenues. Any forward-looking statement 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 the customer's infrastructure; 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 and 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 the Primus' Report on 10-K filed on March 23, 2000 and Primus' 10-Q filed on August 14, 2000.