Wind River Selects Primus Software To Expand Customer Support Offerings
Business Wire - August 30, 1999 08:45
SEATTLE--(BUSINESS WIRE)--Aug. 30, 1999--Primus (Nasdaq:PKSI), a leading provider of Web-based problem resolution software for customer support and self-service, today announced that Wind River Systems (Nasdaq:WIND), the leader in embedded development software and services for the post-PC era, has selected Primus(R) software to expand its customer service operation.
The Primus SolutionSeries(R) family of software will enable Wind River to capture, reuse and share knowledge throughout its support organization and solve customer problems more effectively.
Wind River provides software development tools and real-time operating systems for use in products throughout the Internet, telecommunications and data communications, digital imaging, networking, medical, computer peripherals, automotive, and aerospace/defense markets. A worldwide leader in embedded software, Wind River supports customers who are trained software engineers. Having previously relied upon a text-based template for solutions, Wind River was seeking a support model that would promote the reuse of solutions and thus ensure consistent solution offerings. Primus software enables Wind River's support engineers to create a solution in the workflow and then contribute the new information to the knowledgebase, allowing for its reuse in answering similar customer queries.
"Wind River has long believed that high quality support and service is key to our long-term success, and to that of our customers. This is evidenced by our track record in implementing leading customer service solutions," said Kamran Sokhanvari, vice president of customer service, Wind River. "In selecting Primus software we are taking our customer support offerings to the next level of sophistication through a problem resolution approach, critical as support incidents increase in frequency and complexity."
Wind River also plans to deploy Primus SolutionPublisher(R) software as a means of providing customers with self-service access to an external Web site offering the same solution knowledgebase drawn upon by support engineers. Other aspects of Primus technology that Wind River hopes to utilize include its tracking and usage reporting tools.
"Wind River clearly appreciates the positive impact that the right technology strategy can have on a support organization and the customers it serves," said Kim Nelson, vice president of sales, Primus. "Their selection of Primus software will enable them to expand their relationship with their customers, deliver higher value service, and fuel future business growth."
Primus SolutionSeries(R) Software
The Primus SolutionSeries family of 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, reuse and share knowledge worldwide use Primus products to build an online resource of up-to-the-minute information that can be easily accessed to answer questions or solve problems immediately. 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. All SolutionSeries products integrate easily with leading customer relationship management applications, including those from Clarify, Onyx Software, Remedy, Siebel Systems and Vantive.
About Primus
Primus is a leading provider of Web-based problem resolution software for customer support and self-service. The company's applications enable organizations to create, capture, reuse and share knowledge worldwide. Primus customers include 3Com, 3M, Best Software, Inc., ClientLogic Corporation, Compaq Computer Corporation, EDS (formerly SHL/MCI Systemhouse), EMC Corporation, Entex, Ericsson Inc., Fujitsu Limited, Lucent Technology -- Microelectronics Group, Marcam Solutions, Inc., Micron Electronics, Inc., Mosaix, Inc., Motorola, Network Associates, Origin Managed Services, QAD Inc., Simplex Time Recorder Co., SGI and Vanguard Cellular. Based in Seattle, Wash., 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, Wash., 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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