Primus Knowledge Solutions Recognizes AT&T Wireless, Microsoft Corp., and Orange for Providing Exceptional Customer Service and
06 Oktober 2004 - 4:00PM
PR Newswire (US)
Primus Knowledge Solutions Recognizes AT&T Wireless, Microsoft
Corp., and Orange for Providing Exceptional Customer Service and
Enhancing the Overall Customer Experience SEATTLE, Oct. 6
/PRNewswire-FirstCall/ -- Primus Knowledge Solutions (NASDAQ:PKSI)
today announced the 2004 winners of the second annual "Primus
Luminary Awards" including AT&T Wireless for Best Customer
Service, Microsoft Corp. for Best Help Desk Service, and Orange for
Best Electronic Communications Management Solution. "We're pleased
to honor AT&T Wireless, Microsoft, and Orange for their
exemplary efforts in driving the overall customer experience by
offering exceptional customer service via multiple channels
including the Web, call center, and electronic communications,"
said Michael Brochu, president and CEO of Primus. "Primus thanks
the industry experts who evaluated the entries and determined the
2004 Primus Luminary Award winners; the results speak for
themselves, and the winners are indeed the best of the best in
customer service excellence." Primus created the "Primus Luminary
Awards" in 2003 in conjunction with the annual National Customer
Service Week (Oct. 4-8) to recognize organizations that provide
stellar customer service. The 2004 awards program was open to
companies with annual sales of more than $100 million. All
companies must have submitted documentation that demonstrated
results were achieved and specific criteria met. A panel of
industry pundits including Esteban Kolsky, research director,
Gartner Inc., Bill Rose, CEO, Service & Support Professionals
Assoc. (SSPA), and Ron Muns, founder and CEO, Help Desk Institute
(HDI), then reviewed the entries and selected the winners.
"Knowledge management is at the core of our process for success in
the Helpdesk space, and Primus(R) KnowledgeCenter has been our
vehicle of choice for Microsoft IT Global Helpdesk, enabling
industry leading customer satisfaction and driving higher levels of
worker productivity," said Victor Bahna, senior director for
internal global support at Microsoft. "Obviously this award is very
exciting, and we're looking forward to further improvement in the
coming year." To further recognize the winners and allow them an
opportunity to share their service success stories, Primus will
host a Web seminar, titled "Learn from the Best: Delivering
Exceptional Customer Service & Intentional Customer
Experience." The event will also feature the judges discussing
industry trends in eService, help desk, and support environments.
The event will be held on Thursday, October 28, at 8 a.m. Pacific
Time. Highlights from each of the winning organizations' service
offerings include: Best Customer Service AT&T Wireless is the
second largest wireless carrier in the United States based on
revenues. With 21.737 million subscribers as of June 30, 2004, and
revenues of more than $16.8 billion over the past four quarters,
AT&T Wireless delivers advanced high-quality mobile wireless
communications services, voice and data, to businesses and
consumers, in the US and internationally. With the complexity of
offerings and increasing number of wireless Internet subscribers,
AT&T Wireless was in need of a universal solution to address
the rapidly increasing number of documents maintained addressing
customer issues. AT&T Wireless support reps use Primus(R)
KnowledgeCenter as their primary source for troubleshooting and
policy and procedure information. Agents use the system to find
answers to questions by entering a few key words or using a drop
down list containing common search terms. Additionally, with the
external self-service site, customers may perform searches, browse
through specific topics, and search within those topics. Best Help
Desk Service Microsoft Corp., based in Redmond, operates the
Microsoft IT Global Helpdesk, a partnership between Microsoft IT
and HP Managed Services. HP currently has call centers in Colorado
Springs, Co., Dublin, Ireland and Bangalore, India to support
Microsoft's help desk evolution. In Q3 2003, the Microsoft Helpdesk
implemented a new support model for knowledge management as a
result of consulting with Primus and an increased commitment to KM
by upper management. The new model included adding a Knowledge
Management Team with knowledge writers and subject matter experts,
new processes for content creation and modification, feedback
processes to Microsoft Tier 2 organizations/developers for
technical content validation, improving self-help options and
feedback to and from front-line technicians. As a result of these
changes, the use of Primus knowledge articles increased by more
than 75 percent over previous years. In fiscal year 2004, the
Microsoft Helpdesk rolled out approximately 64 new products which
increased the complexity and the contact volumes to the Helpdesk.
The success of these new product roll-outs was in part due to the
robust content management processes. Best Electronic Communications
Management Solution Orange is the United Kingdom's top performing
mobile network and Europe's second largest mobile operator by
footprint. Established in April 1994, Orange has operations in 20
countries across Europe with a projected market presence covering
1.5 billion people worldwide by 2005. Orange's success in the
mobile communications market has been marked by a simple vision: a
bright future, where people can communicate wherever, whenever, and
however they wish. This commitment has enabled Orange to become one
of the world's strongest and most recognized brands today. For more
than five years, the company has aimed to be first for service,
quality, innovation and choice. Orange began implementation of
Primus(R) Communications Center in October 2002 -- Phase 1. In this
phase, the solution was deployed across five sites as Orange's
standard solution for handling inbound customer Web-form and email
interactions. Today, Orange reports enhanced productivity around
managing inbound communications where Orange has been able to
reduce handling time, automate certain response types and
significantly reduce overall response times, improving customer
satisfaction. Orange has realized savings of $500,000 due to call
deflection alone. With more than 14 million customers in the UK,
Orange is in a unique position to communicate with its customers
directly through the mobile phone. Phase 2 commenced in the summer
of 2003 where Orange invested in Primus(R) Campaign Manager and SMS
modules. These services enable Orange to communicate personalized
and targeted email, SMS and MMS promotions to its entire customer
base. While Orange does not communicate to all of its customers
every day, it does have the facility to send more than one million
messages daily. The results of the SMS campaigns have been
phenomenal when compared with traditional direct mail and above the
line activities. In a recent campaign designed to stimulate
customers to try new products and services, Orange was able to
acquire 50 percent of the customers who accepted the offer through
the use of two-way SMS delivered and managed through the Primus
tool. Commenting on the relationship with Primus and the return
that Orange has seen from its investment in Primus, Lynn Brunner,
head of CRM strategy at Orange, said "Primus Knowledge Solutions
have given us a very effective means of communicating to our
customers, where we know that we can keep channel costs down while
still experiencing better than average response and take-up. This
has been key in our move to have a strong ROI focus on all
marketing activity." 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 platform, including a 2004 CRM Excellence Award and 2004
Users Choice Award for Primus(R) KnowledgeCenter, and "Strong
Positive" ratings from Gartner, the leading provider of research
and analysis on global IT, in both the Web Self-Service Gartner
MarketScope for 1H04 and the ERMS Gartner MarketScope for 1H04. 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, HSBC,
Orange, Motorola, 3Com, and T-Mobile rely on Primus technology to
enhance their customer service and support initiatives. Visit
http://www.primus.com/ 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. Contact: Kristin Treat of Primus, +1-206-834-8325, or
mobile, +1-206-954-8790, or . DATASOURCE: Primus Knowledge
Solutions, Inc. CONTACT: Kristin Treat of Primus, +1-206-834-8325,
or mobile, +1-206-954-8790, or Web site: http://www.primus.com/
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