Primus Knowledge Solutions announces the worldwide availability of Primus KnowledgeCenter 6.0

SEATTLE, July 15, 2004 -- Primus Knowledge Solutions (Nasdaq: PKSI) today announced the worldwide availability of Primus(R) KnowledgeCenter 6.0, its next-generation software platform that is designed to help companies enhance customer satisfaction and loyalty by leveraging knowledge and delivering precise answers to customers' questions via self- and assisted service communication channels.

Primus KnowledgeCenter is a modular set of integrated, award-winning products designed to meet the specific needs of today's organizations. Unique features of the platform include enterprise scalability, true, seven level natural language processing (NLP), detailed analysis and reporting capabilities of the customer experience, multiple language support, and seamless integration with CRM systems.

"As the eService market approaches the end of the consolidation phase, enterprises are looking for multichannel knowledge solutions that leverage the Customer Interaction Hub and span self-and assisted-service channels," said Esteban Kolsky, senior research analyst, Gartner, Inc. "Knowledge center platforms that are built upon the Hub concept and leverage internal knowledgebases and natural language processing, will allow enterprises to provide better customer service. Enterprises will be able to understand customer questions and provide the expected solution in the shortest time frame."

The KnowledgeCenter delivers on the vision of the Primus Knowledge Interaction Hub. The Hub combines the best technology, people, and process to support the entire knowledge interaction cycle, from the moment a customer submits a question to the time a correct answer is returned. The Hub delivers both proactive and reactive strategies for Knowledge-Centered Support (KCS), the only methodology advocated by both the Consortium for Service Innovation and the Help Desk Institute (HDI).

Supported by a seasoned Primus team, Primus KnowledgeCenter executes on this vision by delivering:

-- Information that customers need to make buying decisions

-- A seamless, unified experience from prospect to customer and from self- to assisted service

-- Resolution to customer problems correctly, the first time

-- Information that employees require to be successful

-- Enhanced productivity surrounding the problem resolution process

-- Ability to reuse expertise across the enterprise

The resulting impact of Primus extends across the enterprise and helps to turn prospects into customers, increases customer satisfaction and loyalty, drives more revenue from existing customers, enhances employee productivity and efficiency, makes companies more effective, and improves employee satisfaction and retention.

Primus KnowledgeCenter is available in a licensed and hosted service model and available in the following solutions:

Primus(R) KnowledgeCenter for Customer Service -- is designed for the customer-facing support organization to empower both agents and customers with greater knowledge accessibility, enhances productivity surrounding communications management, and automated problem resolution. In short, enables organizations to provide superior customer service.

Primus(R) KnowledgeCenter for Help Desk -- is developed for the employee- facing support organization to help it increase service level attainment, better utilize existing resources, and reduce overall costs. Primus offers both functionality and flexibility that are proven to help a wide-range of technicians, from novices to senior veterans, do more with less and solve more issues in less time.

Primus(R) KnowledgeCenter for Self-Service -- is designed to combine powerful knowledge retrieval with ease of use and a complete solution for customer, employee, and partner self-help. This year industry analyst firms, Gartner, Inc. and Allen Bonde Group, have ranked Primus with a "Strong Positive" rating and number one, respectively, in two independent assessments of self-service vendors. Additionally in 2004, Primus Self-Service has been honored with a Service Leader Award from CRM magazine and a CRM Excellence Award from Customer Interaction Solutions magazine.

Primus(R) KnowledgeCenter for Field Service -- is developed for remote technicians that need access to the latest fixes and best practices, yet have limited or no connectivity back to their support organizations.

To learn more about Primus KnowledgeCenter, go to .

About Primus Knowledge Solutions, Inc.

Primus Knowledge Solutions develops award-winning software that enables companies to provide a superior customer experience via contact centers, help desks, Web self-service, and electronic communication channels. Primus technology powers every interaction with knowledge to increase customer satisfaction and reduce operational costs. The company continues to receive industry accolades for its robust product suite. In 2003, Primus received the STAR Award for "Best Support Technology Vendor" from the Service & Support Professionals Association (SSPA), was recognized for its trend-setting products and named one of the "100 Companies that Matter in Knowledge Management" by KMWorld magazine, and received the CRM Excellence Award from the editors of Customer Interaction Solutions magazine. Global organizations such as Allied Irish Bank, The Boeing Company, CompuCom, EMC, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Eastman Kodak Company, HSBC, Orange, Motorola, 3Com, and T-Mobile rely on Primus technology to enhance their customer service and support initiatives. Visit for more information.

NOTE: 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 2004 and 2004 Reports on Form 10-Q . The extent of return on investment of Primus products is specific to our customer's experience.

SOURCE Primus Knowledge Solutions

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