Primus-Verity Integration Provides Customer Support Professionals With Access To Solution Knowledge Across the Enterprise
SEATTLE, Oct. 6 /PRNewswire/ -- Primus, a leading provider of problem resolution and knowledge management software for customer support organizations, today announced that Information Server technology from Verity, Inc. (Nasdaq: VRTY - news) has been integrated with Primus(R) SolutionSeries(TM) software. The integration enables support professionals -- while on the phone with a customer -- to access information across the enterprise with Verity knowledge retrieval tools and view it within a Primus SolutionSeries application for more effective problem resolution. In addition, Verity has joined other industry leaders as a member of the Primus Business Solution Partners (BSP) program.
The integration of Verity and Primus technology comes at a time when many customer support organizations are adopting a new knowledge-enabled customer support model. The compatibility of the two applications eases this transition because it enables customer support professionals to leverage a company's existing support information, no matter where it resides.
Primus SolutionSeries software helps organizations build a solution knowlegebase and provides support professionals with quick access to relevant solution knowledge as needed. Rather than use a keyword search that may return a number of solutions unrelated to the specific customer problem, Primus' associative problem-solving technology takes the combined set of facts, symptoms and changes described by the customer and associates them with each other during the knowledgebase search to return only the most relevant solutions. With the integration of Verity and Primus software, information stored in legacy systems can also be accessed and applied during the problem-solving process.
''The faster and the more accurately you can solve a customer's problem, the stronger your customer relationships will be,'' said Anthony Bettencourt, senior vice president of worldwide sales and marketing for Verity, Inc. ''Combining Verity's dynamic knowledge retrieval tools with Primus' innovative problem resolution technology gives our joint customers a powerful platform to access and deliver the kind of support that builds customer loyalty.''
''In today's rapidly changing marketplace, companies with the power to leverage all their intellectual capital during customer interactions will be equipped to support their customers better than the competition,'' said Michael Brochu, president and CEO of Primus. ''By teaming with Verity, we are empowering our joint customers to rapidly transform corporate data into solutions that solve specific customer problems.''
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