Market-Leading Knowledgebase Solution and Natural Language Search to be key offering in WebCenter Suite
Kirkland, WA - May 20, 2003 - Talisma announced today a strategic partnership with Primus Knowledge Solutions, Inc. (Nasdaq: PKSI). As part of this strategic partnership, Talisma will integrate and remarket the Primus(r) eServer knowledgebase (KB), Primus(r) Answer Engine natural language processor (NLP), and Primus(r) eSupport Web self-service solutions as components of Talisma`s multi-channel WebCenter 5.0 Suite.
The Talisma Knowledge Management module, powered by Primus Knowledge Solutions, enables call centers, help desks, and other support organizations to continually capture information from employees and customers, author, refine, share and use knowledge solutions as a natural part of the service and support workflow to provide rich, consistent and relevant customer response. As knowledge solutions are added to the knowledgebase, they become immediately available for shared-use across multiple channels, including phone, email, chat and Web self-service throughout the enterprise and with customers and partners.
"Primus is the knowledge management solution standard for major organizations across major industries," states Dan Vetras, CEO, Talisma Corporation. "Primus software helps companies define, meet, and exceed the productivity and quality goals of their contact centers, help desks, and Web self-service environments. Our combined solutions will enable companies to increase employee productivity, reduce costs and increase customer satisfaction across traditional and electronic interaction channels."
At WebCenter`s core is a proven Web-driven customer service infrastructure to match the power of email, chat, real-time collaboration and telephony applications with a mature, robust multi-channel interaction management platform, comprehensive analytics, and a fully integrated system-wide knowledgebase and customer database. WebCenter enables advanced, multi-channel queuing, routing, management and threaded interactions that provide agents with a fully integrated view of all customer communications-regardless of channel-within an easy-to-use and configurable interface.
"Primus is pleased to partner with Talisma to offer a joint solution," said David Ridout, vice president of business development and marketing at Primus. "Both corporations understand of the value of effective knowledge capture and reuse to improve multi-channel contact center performance. Knowledge management is critical in today`s business environment and when implemented effectively it enables organizations to report measurable results."
Talisma WebCenter 5.0 is available immediately. More information on Talisma and WebCenter can be found at www.Talisma.com.
Talisma is a leading provider of web-driven customer service solutions that integrate the power of email, chat, real-time collaboration and telephony applications with a mature, robust multi-channel interaction management platform, comprehensive analytics and a fully integrated system-wide knowledgebase and customer database. Our customers enjoy a 360-degree view of all customer communications-regardless of channel-within an easy-to-use and configurable interface. The results are improved business performance through lowering the overall costs of service delivery while increasing customer satisfaction and retention. Talisma`s global customers include Microsoft, Coast Capital Savings, Sony, Click 2 Learn, MWB, Aviva Life Insurance Company India Pvt. Ltd, HGTV and Dell. The company is based in Seattle, with offices across the United States, Europe and Asia. For more information, www.talisma.com.
About Primus Knowledge Solutions
For more than a decade, Primus(r) (Nasdaq: PKSI) has provided knowledge management software solutions that help companies define, meet, and exceed the productivity and quality goals of their contact centers, help desks, and Web self-service environments. Businesses around the world use Primus software to increase customer satisfaction, improve employee efficiency, and lower operating costs. Primus customers include such industry leaders as 3Com, Airbus, The Boeing Company, Concord Communications, EMC, Enterasys, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Motorola, Novell, T-Mobile, and VeriSign. For more information, www.primus.com
Fusion Public Relations
Primus Knowledge Solutions
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