Boeing Selects Primus(R) eCRM Software; Primus Technology to Support Service Engineers and Field Service Representatives Around the World.

Business Editors

SEATTLE--(BUSINESS WIRE)--July 17, 2000

Primus (Nasdaq:PKSI), a leading provider of eCRM software, today announced that The Boeing Company (NYSE:BA), the leading aerospace company in the world, will integrate Primus(R) eCRM software into its global commercial airplane technical support organization.

Boeing will initially use Primus products to leverage existing technical support solutions and dynamically create new ones, enhancing the efficiency of handling customer requests.

Boeing has a global network of more than 300 field service representatives, based in 63 countries, that work in tandem with the Boeing Commercial Airplanes Group's Service Engineering team. Together they support more than 870 commercial operators responsible for the safe operation of the approximately 11,000 Boeing airplanes in service today. Boeing will incorporate Primus software into the computer infrastructure that supports service engineers and field service representatives to easily identify, diagnose and resolve technical problems quickly and efficiently.

"Primus software will play an integral role in our initiative to continually enhance our customer relationships," said Brad Cvetovich, vice president and general manager of Customer Support for Boeing Commercial Airplanes Group. "Our main objective is to help our service engineers and field service representatives be more responsive to our customers by providing them with real-time solutions to their questions."

Last year, Boeing's team of more than 500 service engineers handled approximately 180,000 requests for technical assistance and information. These solutions are housed in the internal Boecom database, which currently contains more than 8 million messages. Primus(R) eServer allows service engineers and field service representatives to create and reuse solutions in the workflow without having to needlessly repeat important information. This product delivers fast, reliable search results via the Primus(R) Associative Search Engine.

"We believe that Boeing is among the first aerospace company of its kind to launch a customer service initiative of this magnitude," said Norman Guadagno, vice president of worldwide marketing at Primus. "Traditional companies and e-businesses alike can capitalize on the benefits Primus technology brings to the organization's customer relationships--enhancing customer loyalty and satisfaction."

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 users open 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 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 130 customers worldwide, including such Global 2000 companies as 3Com, 3M, Compaq Computer Corp., The Boeing Company, 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 integration, use, deployment, and performance 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 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 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 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 May 11, 2000.