Primus and Big Science Announce Strategic Integration and Partnership
Business Editors, High-Tech Writers
SEATTLE--(BUSINESS WIRE)--Jan. 3, 2000--
--Primus eService Software and Big Science Klone Server Give
Customers a Friendly Virtual Agent with the Right Answers--
Primus (Nasdaq:PKSI), a leading provider of eService software and
services, and Big Science Company, the creator of Klones(TM), the
Virtual Service Agents for Customer Care, today announced a strategic
integration and partnership that will enable businesses to provide a
rich end-to-end eService experience to their online customers.
Primus(R) eService software enables businesses to effectively
manage the online customer lifecycle from initial marketing contact
through to customer support, and allows both sides of the eBusiness
transaction -- business and customer -- to receive real value from
every interaction. With Primus(R) Interchange and the Primus(R)
Associative Search Engine, a user's email inquiry returns a message
that contains suggested answers to the user's question, delivering
fast, reliable answers to users, and capturing that information for
use by the company in the future. Alternatively, users may opt to
search the customer service knowledgebase directly through the
company's Web site. All self-service options are available 24 hours a
day, seven days a week via the Internet.
Klones(TM) enable a unique user experience through a simulated,
lifelike agent, an engaging character who chats with users in plain
English to perform many of the same functions as human sales
assistants or customer support representatives. If a Klone cannot
solve a problem, it can escalate it to a live customer support
representative.
The integration work between the products of Primus and Big
Science Company will help customers find information on the Web
quickly and easily through an interface tailored to their immediate
needs. This helps deliver real value to the customer, coupled with an
overall natural and pleasant support experience.
"Primus has long believed that the best online interactions
achieve a creative balance between ease of interaction and depth of
response," said Norman Guadagno, Primus vice president of worldwide
marketing. "The integration between Klones as the friendly front-end
and the Primus eService software as the rich back-end will provide our
mutual customers with a flexible and powerful solution for answering
support questions in an effective and efficient way."
"Klones help make the customer support experience richer and more
fun, but they need to have a rich foundation of knowledge to call upon
when answering a question," said Joel Ackerman, vice president of
marketing at Big Science Company. "Primus provides that rich
foundation, and the integration will make it easy for our customers to
deploy the two solutions together in their online environments. I
believe that this relationship will deliver real value to the
marketplace."
About Big Science Company
Big Science Company enables personalized customer assistance on
e-commerce Web sites through Klones: Virtual Service Agents for
Customer Care. For more information, talk to Eve, the Klone at
bigscience.com and be sure to ask her about the partnership
with Primus. For more information, contact Big Science Company
directly at 4555 Mansell Road, no.300, Alpharetta, GA 30022, or call
770/521-4255.
About Primus
Primus is a leading provider of eService software and services.
The company's applications enable organizations to create, capture,
reuse and share knowledge worldwide. Primus customers include 3Com,
3M, AT&T Wireless, ClientLogic Corporation, Compaq, EDS (formerly
SHL/MCI Systemhouse), EMC Corporation, Entex, Ericsson Inc., Fujitsu
Limited, Inc., GTE Internetworking, Micron Electronics, Inc.,
Motorola, Network Associates, Novell, Origin Managed Services, PSInet,
QAD Inc., Simplex Time Recorder Co., and SGI. All Primus products
integrate easily with leading customer relationship management
applications, including those from Clarify, Onyx Software, Remedy,
Siebel Systems and Vantive. Based in Seattle, Washington, Primus has
offices in Atlanta, Boston, Chicago, Dallas, Los Angeles, San
Francisco and Washington, D.C. Primus 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.
Any statements, expectations and assumptions contained in this
press release that do not describe historical facts, such as
statements about the integration between products of each company and
the results of the integration constitute forward-looking statements
within the meaning of the Private Securities Litigation Reform Act of
1995., Any forward-looking statement 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.
There can be no assurance that this product pairing will provide
future revenues. Factors that could cause actual results to differ
materially from current expectations include the following:
difficulties encountered in the integration or partnership,
fluctuations in customer demand; Primus' ability to manage its growth;
use of the Web as a delivery vehicle for customer support solutions;
risk resulting from new product introductions and customer acceptance
of new products; rapid technological change which characterizes
Primus' markets; the risks associated with competition; continued
growth in the use of the Internet; the risks associated with
international sales as Primus expands its markets; 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 "Risk
Factors" in the Primus' Prospectus dated June 30, 1999, those
appearing in the Report on Form 10-Q for the period ended September
30, 1999, and in the Report on Form 8-K filed on December 13, 1999.
Primus, SolutionSeries, SolutionBuilder, SolutionExplorer,
SolutionPublisher, and their respective logos, and Primus Knowledge
Solutions and Value Driven eService are trademarks, registered
trademarks, or service marks of Primus. Other product and company
names mentioned in this press releaseare the trademarks of their
respective owners.
www.primus.com
--30--MC/se*
CONTACT: KVO Public Relations
Kristin Roberge, 503/721-4258
kristin_roberge@kvo.com
or
Creaxion
Mark Pettit, 404/321-4322
mark@creaxion.com
or
Primus
Brian Ladyman, 206/834-8320
bladyman@primus.com
or
Big Science Company
Joel Ackerman, 770/521-4255
joel@bigscience.com
www.primus.com
KEYWORD: WASHINGTON
INDUSTRY KEYWORD: SOFTWARE INTERNET MARKETING AGREEMENTS
COMPUTERS/ELECTRONICS
Today's News On The Net - Business Wire's full file on the Internet
with Hyperlinks to your home page.
URL: businesswire.com
|
