Primus Knowledge Solutions Powers Fujitsu Help Desks in Europe

Primus Knowledge Solutions Powers Fujitsu Help Desks in Europe

Business Editors, Technology Writers


Fujitsu Services Helpdesk Increases Productivity and Improves Call Resolution Time for 11,000 Fujitsu Employees by Using Primus Software


Primus Knowledge Solutions (Nasdaq:PKSI) today announced that the multi-national Fujitsu Group has been successfully using Primus software to improve help-desk service and to launch Web-based self-help.

Fujitsu Services Helpdesk, part of the Fujitsu Group, one of the largest IT system and services businesses in the world, has implemented the Primus(R) eServer knowledgebase to support 11,000 employees in the United Kingdom and Europe. The Helpdesk takes calls from users and is therefore able to help resolve any IT related issues.

“Fujitsu’s help-desk support success is due in large part to Primus software, which has enabled us to improve our call resolution time and increase our agents’ productivity,” said Keith Amey, operations manager for Fujitsu Services Helpdesk. “Primus’ knowledge management solutions have considerably helped us meet and exceed our objectives, and today, less than five percent of first-level resolvable customer calls are escalated.”

Fujitsu’s implementation of Primus eServer includes integration with the organization’s Peregrine and Avaya CTI call-tracking systems. Fujitsu Services Helpdesk has reported a 40-percent increase in the number of monthly customer contacts handled by each agent. Additionally, Fujitsu has seen a 42-percent reduction in monthly contact volume via phone, email and chat due to fewer follow-up inquiries.

“Fujitsu Services Helpdesk is a great example of how Primus software can benefit numerous support arenas,” said David Ridout, vice president of worldwide business development and marketing at Primus. “The Primus technology has evolved over time not only to support call centers, but also to assist help desks and other employee-support environments as well as for Web-based customer interaction.”

Primus eServer is a knowledgebase designed to help companies capture information from every employee and maximize the value of intellectual property within the organization. Knowledge may be shared, via the Web, throughout the enterprise and with customers and partners. Content in the Primus eServer knowledgebase may be refined and updated 24/7 as employees respond to inquiries. Additionally, information may be delivered across multiple channels — Web, email, phone and the desktop.

About The Fujitsu Group

The Fujitsu Group is one of largest IT system and service businesses in the world, with more than 187,000 employees, including 50,000 mobile workers. Fujitsu Services, one of the leading IT services companies in Europe, the Middle East, and Africa, employs 15,500 people and designs, builds and operates IT systems and services for customers in the financial services, telecommunications, retail, utilities, and government markets in more than 30 countries. For more information visit

About Primus Knowledge Solutions, Inc.

Primus(R) (Nasdaq:PKSI) provides knowledge management solutions to help companies define, meet and exceed the productivity and quality goals of their contact centers, help desks, and Web-interaction environments. Businesses around the world use Primus software to increase customer satisfaction, improve employee efficiency and lower operating costs. Primus clients include such industry leaders as 3Com, the Boeing Company, Compaq Computer Corp., Enterasys, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Motorola, EMC, Novell, and VeriSign. For more information, visit or call 206/834-8100.

Primus, Primus Business 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 2002 and Primus’ 10Q filed in August of 2002. The extent of return on investment of Primus products is specific to our customer’s experience.

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