Primus Knowledge Solutions Announces Upcoming Release of Primus eServer 5.2 Knowledgebase

SEATTLE, WA, June 12, 2003 -- Primus Knowledge Solutions (Nasdaq:PKSI) today announced its plans to extend the functionality of the company's flagship knowledgebase product, Primus(R) eServer, which is used by organizations worldwide to enhance customer service initiatives and reduce operational costs.

Primus eServer 5.2 allows customer service and support agents to continually capture, create, and refine answers to customer problems within their workflow. This robust knowledgebase leverages the power of natural language processing (NLP) and offers enhanced search capabilities and integration with additional channels and tools. As solutions are stored in the knowledgebase, they become immediately available for use by anyone with access to the company's service and support environment via all assisted and self-service channels.

eServer 5.2 will be released for general availability this month and is designed to increase the efficiency of agents so they can provide even better service to their customers. Agents will have the ability to handle large numbers of emails and quickly communicate solutions to customers via Primus(R) eMail Assist, which links to the Primus knowledgebase to deliver responses to email questions. This feature reduces the time agents take to answer email inquiries and can offer customers immediate and accurate responses to email or Web form inquiries.

"Organizations must maintain high customer satisfaction levels in order to retain customers especially during this current economic time," said David Ridout, vice president of marketing and business development at Primus. "We used the Primus Enhancement Request System to gather direct customer feedback on how we could improve our products. Primus eServer 5.2 demonstrates our commitment to deliver a more robust product suite that provides a single point of access to knowledge across the enterprise. With our tools, call center and help desk support staff can access data across multiple channels, making them more efficient at answering customers' questions, which reduces operating costs and keeps customers satisfied."

According to Bob Chatham, principal analyst with Forrester, he stated that firms have made significant progress since 2000 toward synchronizing customer data across channels: 38.5 percent of firms now report that they share data across all their channels. Also the trend toward online self- and agent-assisted service continues with firms expecting 20 percent of their customer interactions to come through Web self-service by 2005, compared to 10 percent today(1).

Product features of eServer 5.2 include:

-- Complete knowledge management workflow that supports self-to- assisted service

-- Universal access to structured and unstructured content

-- Robust reporting that delivers real ROI measurement

-- Instant publishing to the Web using WYSIWYG HTML editing tools

-- Multi-level security that allows access to content based on user rights

-- Integration with Primus Email Assist, with advanced parsing functionality

-- Multiple search technologies now can be combined with native NLP, including Boolen, keyword, and wildcard search

-- Customizable Web-based client applications designed for specific job functions including self-service, tier 1 agents, knowledge workers, reviewers and administrators

Technical features include:

-- Demonstrated integration with all CRM and call tracking systems

-- Support for Windows and Unix architectures

-- Demonstrated flexibility and scalability for mid to large sized organizations

-- Supports standard databases, Oracle, SQL Server and DB2

eServer 5.2 includes a kit that will upgrade previous eServer 5.1 installations to 5.2 and will migrate most ASP customizations. This latest version also supports all of the Primus eServer clients: eServer Web, eServer Desktop, eServer iView, eSupport and Quick Resolve. To learn more, go to http://www.primus.com/products.

About Primus Knowledge Solutions, Inc.

For more than a decade, Primus(R) (Nasdaq:PKSI) has provided knowledge management software solutions that help companies define, meet, and exceed the productivity and quality goals of their contact centers, help desks, and Web self-service environments. Businesses around the world use Primus software to increase customer satisfaction, improve employee efficiency, and lower operating costs. Primus customers include such industry leaders as 3Com, The Boeing Company, Concord Communications, EMC, Enterasys, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Motorola, Novell, and VeriSign. For more information, visit www.primus.com.

Primus, Primus Knowledge Solutions, Primus Answer Engine, Primus eServer, Primus eSupport and Primus eServer iView 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 Primus' Report on 10-K filed in March of 2003 and Form 10-Q filed in May of 2003. The extent of return on investment of Primus products is specific to our customer's experience.

(1) Customer Service, Channels Benchmark, Forrester, April, 2003

Contacts 
 
Primus Knowledge Solutions
Kristin Treat, 206/834-8325 direct
425/894-8710 mobile
ktreat@primus.com