Shedding tiers

Primus Knowledge Solutions unveils Quick Resolve, software designed with an instructive user interface to help tier-one agents quickly answer customer questions.

The offering is said to allow them to describe a problem in the customer's own words and then search the Primus eServer knowledgebase for an existing solution. If no relevant solution exists, the agent escalates the issue to the next level for resolution.

Quick Resolve falls between the two other user products available for the eServer knowledgebase: Primus iView, for viewing and authoring, and Primus eSupport, for view-only access via the Web.

Primus explains its software combines associative search technology, analytical tools and natural language processing to answer questions submitted in plain language. The search process finds and delivers answers from the eServer knowledgebase or, via Primus Answer Engine, from corporate content residing in external databases and on Web servers in any of 225 document formats.

Primus says Quick Resolve reduces training requirements for first-level agents, integrates with leading CRM and call tracking systems and retains the customer's original problem description along the escalation path.