Priming the knowledge pump

Primus Knowledge Solutions has released a fully pluggable, extensible API that provides access to data stored in Lotus Notes and Domino servers via the Primus Answer Engine or Primus eServer. The Lotus Notes Content Connector is said to benefit users by giving them access to more relevant information and higher quality reporting and analysis, resulting in improved service, support and sales. The Notes offering is the latest in a series of Primus integrations for CRM systems.

Primus says its Notes connector provides:

• a native and seamless mechanism to access data stored in Lotus Notes/Domino and the ability for Answer Engine or eServer to load the data and subsequently provide answers and solutions against loaded data;

• an agent (CSR) productivity tool used with both Answer Engine and eServer, featuring the ability to render information from Lotus Notes content;

• content usage pattern feedback;

• a customer support escalation path from self to assisted service;

• a pluggable and extensible architecture;

• an extractor to support the Lotus native integration; and

• an XML/XSLT.