Primus SolutionSeries Software to Enhance Worldwide Customer Support at Mosaix.

SEATTLE--(BUSINESS WIRE)--June 1, 1999--

Primus, a leader in Web-based problem resolution and knowledge management software, today announced that Mosaix has selected Primus(R) SolutionSeries(TM) software to provide international knowledge-enabled customer support for its innovative call center and customer relationship management products.

The Primus SolutionSeries family of software enables organizations to capture, reuse and share knowledge worldwide, and includes SolutionBuilder(R) software, SolutionPublisher(R) software and SolutionExplorer(TM) software.

Mosaix support professionals at the company's Redmond, Washington, and Alameda, California, locations will use SolutionBuilder software to create and access a centralized electronic database of knowledge about the company's integrated call center and customer relationship management products. Mosaix also plans to begin using Primus SolutionPublisher software to make its technical support knowledgebase available for self-service via the Internet in the next several months.

Using Primus SolutionSeries software, support analysts can enter information related to a customer's technical support request in natural language statements such as "How do I install Mosaix 5000 Call Management System?" As it is entered, each statement is defined as a goal, fact, symptom, change, cause or fix, enabling the software to use multiple data points when searching for solution knowledge in the database. The search returns only the solutions that are relevant to the customer request, rather than requiring the support analyst to search through pages of text to find the right solution. If a frontline support professional is unable to immediately fulfill the customer request, all data entered during the initial customer interaction can be saved and escalated to a senior support professional, saving valuable reentry time. If a prepared solution does not already exist, the senior support representative -- while on the phone with the customer -- can use the information captured to create a new solution and distribute it immediately to the entire support community.

"Our first priority was to find a knowledge management solution that enabled our customer support representatives to resolve customer requests on the first call," said David Ward, vice president of customer services at Mosaix. "Primus SolutionSeries software is already proving to be an excellent choice."

When Mosaix implements SolutionPublisher software, its customers can log into a password-protected site to search for solutions about Mosaix product implementations, request additional assistance and track the status of their requests. By providing Web-based self-service 24 hours a day, Mosaix can reduce call volume and improve worldwide customer access to support services.

"We are delighted that a company with first-hand experience in the customer relationship management market is using our SolutionSeries software to enhance its customer support offerings," said Michael Brochu, president and CEO, Primus. "Mosaix clearly understands the value of offering superior customer support, and now has the tools to create a knowledge chain that both its employees and its customers can benefit from."

Primus SolutionSeries Software

The Primus SolutionSeries family of problem resolution and knowledge management software is specifically designed to help companies harness the power of the Internet to solve problems and exchange information more effectively. Customer service, technical support, help desk and other organizations that need to capture, share and manage knowledge worldwide use Primus products to build a knowledgebase of up-to-the-minute solutions that can be easily accessed to answer questions or solve problems on the spot. Primus SolutionPublisher software allows customers to access solution knowledge directly via the Web and solve problems themselves. Primus SolutionExplorer software provides support professionals with Web-based access to solution knowledge and the ability to immediately capture and contribute new information to the knowledgebase. Primus SolutionBuilder software enables support professionals to create solutions in the workflow, ensure knowledgebase quality and manage problem resolution processes. All SolutionSeries products integrate easily with leading customer support applications, including those from Clarify (Nasdaq:CLFY), Remedy, (Nasdaq:RMDY), Siebel Systems (Nasdaq:SEBL) and Vantive (Nasdaq:VNTV).

Primus

Primus is a leading provider of Web-based problem resolution and knowledge management software and services that enable support organizations to capture, share and manage knowledge worldwide. Primus customers include 3COM (Nasdaq:COMS), 3M (NYSE:MMM), Best Software, Inc. (Nasdaq:BEST), EMC Corporation (NYSE:EMC), Entex, Fujitsu Limited (TSE:6702), Lucent Technology -- Microelectronics Group (NYSE:LU), Marcam Solutions, Inc. (Nasdaq:MRCM), SHL/MCI Systemhouse (Nasdaq:MCIC), Mosaix, Inc. (Nasdaq:MOSX), Motorola (NYSE:MOT), Network Associates (Nasdaq:NETA), Origin Managed Services, QAD Inc., Simplex Time Recorder Co., SOFTBANK Services Group and Vanguard Cellular. The Seattle-based firm is privately held with $32 million in venture funding from investors led by Trans Cosmos, Inc., Oak Investment Partners, Norwest Venture Capital, Nevis Capital Management, EnCompass Venture Partners and Piper Jaffray Venture Fund. Primus has offices in Atlanta, Boston, Chicago, Dallas, Los Angeles, San Francisco and Washington, D.C. Primus Knowledge 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.

Primus, SolutionSeries, SolutionBuilder, SolutionExplorer, SolutionPublisher, and their respective logos, and Primus Knowledge Solutions are trademarks, registered trademarks or service marks of Primus. Other products and company names mentioned in this publication are the trademarks of their respective owners.