Primus launches Web-hosted problem resolution service
The trend of outsourcing applications continues to gain steam, with the latest entry coming from the call center/problem resolution market. Primus has rolled out a new Web-based service offering its popular SolutionSeries problem resolution software for a monthly subscription fee.
The service, SolutionSeries.com, includes the Primus SolutionSeries application suite as well as remote hosting, training, implementation, system admin and maintenance and consulting services. Subscribers own their knowledgebase, and retain the ability to capture, manage and share solution knowledge worldwide. Users can weigh the service against purchased client/server apps with an ROI calculator; though it's not seeded with information, an online demo gives a good peek into what the service can do for call center agents. SolutionSeries.com goes live today at an introductory subscription price of $195/month per user for a one-year commitment, or $245/month per user for a six-month commitment.
The online service "represents an innovative approach to delivering the benefits of problem resolution technology to companies that require the flexibility and control of ownership, with the low cost and convenience of an outsourcing arrangement," said IDC research manager Chris Hoffman. "The hosted subscription service provides access to comprehensive solution-centered support technology and services without the resource commitments normally associated with system ownership."
"In our support organization, we have a large variety of products and we serve users at a number of levels," said Karen Smith, technical support manager for Traveling Software, a provider of remote computing tools. "Sharing solution knowledge among technicians has been a real challenge for us - SolutionSeries.com has real potential to help us meet that challenge."