Primus releases SolutionBuilder 2.1 problem resolution software.SEATTLE--(BUSINESS WIRE)--March 10, 1997-- Expanded capabilities support integration to call tracking and text retrieval systems for streamlined workflow Primus(tm), which develops and markets problem resolution software and services, announced today the newest version of the company's award-winning product for customer support, SolutionBuilder(r)2.1. SolutionBuilder increases customer satisfaction by making it easier for technical support analysts to solve problems by capturing and sharing solutions. The 2.1 version provides comprehensive integration with document retrieval The ability to search for documents by keywords and other attributes such as date and author. It implies that the documents have been indexed on all pertinent fields and that keywords have been chosen based upon title and textual content. See document imaging and document management system. systems and enhanced integration to call tracking systems to better leverage a support organization's investment in infrastructure systems. The new release also includes other performance, scalability and workflow enhancements. Support analysts using SolutionBuilder 2.1 can easily access information managed by popular document retrieval vendors such as Verity and Fulcrum fulcrum: see lever. . In a process that is transparent to the support analyst, SolutionBuilder queries document databases and retrieves relevant information. This capability leverages the investment that support organizations have made in authoring technical notes and documents by making them available during the problem solving problem solving Process involved in finding a solution to a problem. Many animals routinely solve problems of locomotion, food finding, and shelter through trial and error. process. Integration with call tracking systems has also been enhanced. These enhancements allow for more seamless integration An addition of a new application, routine or device that works smoothly with the existing system. It implies that the new feature or program can be installed and used without problems. Contrast with "transparent," which implies that there is no discernible change after installation. , so that existing workflow processes do not have to be modified to accommodate SolutionBuilder. "SolutionBuilder 2.1 makes problem solving quick and intuitive for support analysts, and helps them deliver faster, more accurate solutions to customers," explains Steven Sperry, president and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Primus. SolutionBuilder is designed to work the way support analysts work. This means that it's easy to capture technical details and insights related to solutions, during the call, and share this information with other support analysts. The software's expanded search feature seamlessly integrates the results from document retrieval systems into SolutionBuilder. This transforms these databases into powerful problem resolution resources. Integrating existing call management databases with SolutionBuilder 2.1 streamlines analyst workflow, resulting in significant cost savings. Integration results in decreased time needed to train support analysts and a shorter time spent on customer support calls. SolutionBuilder 2.1 provides scalability and performance enhancements for customers with enterprise-wide information systems and multiple servers. SolutionBuilder 2.1 uses the server with the most capacity available to access solution databases and document retrieval systems. This server load balancing The fine tuning of a computer system, network or disk subsystem in order to more evenly distribute the data and/or processing across available resources. For example, in clustering, load balancing might distribute the incoming transactions evenly to all servers, or it might redirect them feature allows for more efficient resource utilization and reduces downtime The time during which a computer is not functioning due to hardware, operating system or application program failure. caused by server hardware failures. SolutionBuilder 2.1 also enables users to easily access online documentation in HTML HTML in full HyperText Markup Language Markup language derived from SGML that is used to prepare hypertext documents. Relatively easy for nonprogrammers to master, HTML is the language used for documents on the World Wide Web. and PDF file See PDF. formats. About SolutionBuilder SolutionBuilder is problem resolution software that helps technical support analysts capture and reuse solutions. It is a powerful approach to problem solving based on object-oriented technology See object technology. and associative as·so·ci·a·tive adj. 1. Of, characterized by, resulting from, or causing association. 2. Mathematics Independent of the grouping of elements. problem solving processes. SolutionBuilder separates the elements of each solution into discrete objects and keeps track of their interactions, or how they associate with each other, so they can be accessed in a wide range of ways. SolutionBuilder's associative approach makes it easy for analysts to efficiently and effectively solve problems because it allows them to leverage their individual problem solving styles. SolutionBuilder also allows analysts to easily capture new solutions during the call, for reuse by the entire organization. About Primus Primus develops and markets powerful problem resolution software and services that enable organizations to enhance customer satisfaction. SolutionBuilder is problem resolution software that improves customer satisfaction by making it easy for technical support analysts to capture and share solutions. SolutionPublisher(tm) is Web-based software that eliminates support calls by enabling customers to quickly and easily solve problems themselves. -0- Seattle-based Primus has offices in Boston, Chicago, Dallas, San Francisco San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden and Washington, D.C. Primus KK, a joint venture with Trans Cosmos Inc., markets and sells SolutionBuilder in Japan. Primus is privately held and venture financed. For more information, contact Jene Leiner at Primus, 1601 Fifth Avenue, Suite 1900, Seattle, WA 98101. Phone: (206) 292-1000. Fax: (206) 292-1825. www.primus.com CONTACT: Primus Jene Leiner, 206/292-1000, ext. 364 jleiner@primus.com Parker LePla Joe LePla, 206/285-5280 jlepla@parkerlepla.com |
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