CompuCom Innovates Its Support Operations With Primus Knowledge Solutions Web Self-Service Application.

Business Editors/High-Tech Writers

SEATTLE--(BUSINESS WIRE)--March 18, 2002

CompuCom uses Primus products to bring an extraordinary level of customer service satisfaction and measurable ROI to its help desk and

Web self-service initiatives

Primus Knowledge Solutions (Nasdaq:PKSI) today announced that CompuCom (Nasdaq:CMPC) now offers select major clients Web self-service capabilities via Primus(R) eSupport.

CompuCom, a leading provider of IT outsourcing and systems integration services, has fully implemented Primus(R) eSupport with its existing Primus(R) eServer installation to empower Enterprise Help Desk agents, field engineers, consultants and customer end users with immediate, specific, automated answers from a robust knowledgebase. Primus products are designed to help companies grow and innovate their support operations cost effectively with applications for accessing, analyzing and improving enterprise knowledge residing in more than 225 file formats.

"CompuCom is dedicated to providing the highest customer satisfaction marks in the industry. For this reason, the minimum competency level for all CompuCom service professionals, from help desk agents to onsite engineers, is an A+ certification from Computer Technology Associates (ComTIA). This commitment assures clients receive industry best practices and on-going help desk improvements," said Meg Frantz, VP Enterprise Help Desk at CompuCom. "We reviewed many Web self-service products and methodologies that could be used to enhance our help desk operations. Primus products were selected because they offered unique and robust data segmentation, security and reporting features, as well as the scalability and ease of integration our clients require," concluded Meg Frantz.

Primus applications enable companies to use customer, partner and employee interactions as an opportunity to capture, disseminate, evaluate and improve communications without the need for offline engineering. The products are designed to bring measurable efficiencies to CRM, knowledge management, content management and corporate portal operations. One major advantage is the ability to automatically access existing corporate content residing in 225+ formats (including PDF, HTML, MS Word and text files on single or multiple servers or another vendor's search engine) for assisted and Web self-service. Primus products integrate with leading email management and CRM applications including Clarify/Amdocs, Kana, Motive, Oracle, Onyx, Peregrine/Remedy, PeopleSoft, and Siebel.

"More and more leading companies like CompuCom are coming to Primus to enhance customer relationships and bring measurable efficiencies to divisions charged with providing assisted and Web self-service." said David Ridout, vice president of Primus' worldwide business development and marketing. "We are thrilled to provide CompuCom with applications that help them decrease overhead costs and increase customer satisfaction."

About CompuCom Systems, Inc.

CompuCom Systems, Inc., (Nasdaq:CMPC) headquartered in Dallas, Texas, is a provider of outsourcing and systems integration services. CompuCom's clients include Fortune 1000 enterprises, federal, state and local government, vertical industry leaders, major technology equipment providers, leading-edge systems integrators and wireless technology providers. CompuCom leverages people, process and technology to offer best in class solutions that enable, optimize and operate the digital technology infrastructure. CompuCom is accessible via the Internet at www.compucom.com.

About Primus Knowledge Solutions

Primus Knowledge Solutions provides knowledge solution software that enables companies and their customers to access, analyze, and improve the information they need, easily and on demand. Primus(R) software delivers the ability to capture and share knowledge to optimize employee productivity, improve the customer service experience, and enable a rapid return on investment (ROI). Primus has approximately 180 customers worldwide, including such industry leaders as 3Com, 3M, The Boeing Company, Compaq Computer Corp., Ericsson, Inc., Fujitsu Limited, Inc., Genuity and Novell. Based in Seattle, Primus has offices throughout the United States, and in Europe and Japan. For more information, visit www.primus.com or call 206/834-8100.

Primus, Primus Answer Engine, Primus eServer, and Primus eSupport 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 the Primus' Report on 10-K filed on March 26, 2001 and Primus' 10-Q filed on May 2, 2001, August 14, 2001 and November 14, 2001. The extent of return on investment of Primus products is specific to our customer's experience.