Primus to Integrate SolutionSeries Software with Siebel Front Office Applications.
Primus (Nasdaq:PKSI), a leader in Web-based problem resolution and knowledge management software, today announced an alliance with Siebel Systems, the world's leading supplier of Web-based front office software systems, through which Primus will become a Siebel Premier Software Partner.
Primus, with assistance from Siebel, will be developing an integration of Siebel's front office product and Primus(R) SolutionSeries(TM) software. The integrated solution will go through the Siebel validation process to ensure joint customers benefit from a fully tested, seamlessly integrated customer interaction system.
As a result of the integration effort, Primus SolutionSeries software will operate with Siebel 99 to allow customer support organizations to resolve customer calls more efficiently with specific technical support solutions. Support organizations will be able to transfer the customer information and problem descriptions captured by Siebel 99 to SolutionSeries applications with the click of a button. This information can then be used to retrieve existing solutions from the Primus solution knowledgebase or to create a new solution. The information will be stored in the Primus knowledgebase, immediately available for reuse in solving similar customer problems. In addition to product integration, Primus will participate in joint marketing activities with Siebel.
"With the validated Primus-Siebel integration, joint customers will benefit from a customer interaction system that efficiently captures vital information and then immediately enables those customers to solve complex problems. This allows our mutual customers to provide comprehensive, up-to-the-minute support," said Michael Brochu, president and CEO, Primus. "Siebel's market-leading products are highly regarded for providing customers with the ability to offer a responsive service and support infrastructure at every business level. With the addition of Primus SolutionSeries software, those customers now have another means of quickly and effectively building and managing a solution knowledgebase that further improves customer loyalty."
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(R) software allows customers to access solution knowledge directly via the Web and solve problems themselves. Primus SolutionExplorer(R) 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(R) software enables support professionals to create solutions in the workflow, ensure knowledgebase quality and manage problem resolution processes.
Primus is a leading provider of Web-based knowledge management and problem resolution software and services that enable organizations to capture, share and manage knowledge worldwide. Primus customers include 3Com (Nasdaq:COMS), 3M (NYSE:MMM), Best Software, Inc. (Nasdaq:BEST), ClientLogic Corporation, 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. (Nasdaq:QADI), Simplex Time Recorder Co., SGI (NYSE: SGI) and Vanguard Cellular. Based in Seattle, Washington, 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.
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|Date:||Jul 6, 1999|
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