Primus, provider of knowledge application software, has released a version of its Primus® Suite specifically for the telecommunications industry.
Primus® Suite for Telecommunications includes Primus® eServer, Primus® eSupport and Primus® Interchange. All components can be integrated into a total customer service relationship (CRM) enhancement package or as standalone solutions. Powered by the Primus® Answer Engine and targeted to telecommunications carriers and network service providers, the industry-specific suite brings Web-based access to service and support information for both customers and customer service representatives via a single knowledge repository.
The Primus® Answer Engine is designed to provide interactive Web self-service by delivering answers to customer questions from existing online content. The technology analyzes the meaning and context of plain English questions, parses online content including HTML, PDF and text files and returns specific, accurate answers to customer questions automatically.
"Telecommunication carriers and network providers have some of the most complex consumer products on the market today, and supporting these products has become increasingly difficult and costly," said Primus Vertical Markets Director Alan Haight. "The process of sharing collective knowledge between the long distance, ISP, wireless and broadband information silos has been painful at best. Primus will greatly help this industry leverage its knowledge assets enterprise-wide to better serve, support and expand customer relationships."
Headquartered in Seattle with offices throughout the United States, Europe and Japan, Primus has more than 180 customers worldwide, including such industry leaders as 3Com, 3M, The Boeing Company, Compaq Computer Corp., Ericsson, Inc., Fujitsu Limited, Inc., Genuity, Motorola and Novell.