Packing more punch

Designed to allow customer service and support agents to continually capture, create and refine answers to customer problems within their workflow, eServer 5.2 from Primus Knowledge Solutions will be released later this month.

eServer 5.2 gives agents the ability to handle large numbers of e-mails and quickly communicate solutions to customers via Primus eMail Assist, which links to the Primus knowledgebase to deliver responses to e-mail questions, the company says. It adds that this feature reduces the time agents take to answer email inquiries and can offer customers immediate and accurate responses to e-mail or Web form inquiries.

Primus reports product features of eServer 5.2 include:

• complete knowledge management workflow that supports self-to-assisted service;

• universal access to structured and unstructured content;

• reporting capabilities that are claimed to deliver real ROI measurement;.

• instant publishing to the Web using WYSIWYG HTML editing tools;

• multilevel security that allows access to content based on user;

• integration with Primus Email Assist, with advanced parsing functionality;

• multiple search technologies now can be combined with native NLP, including Boolean, keyword and wildcard search; and

• customizable, Web-based client applications designed for specific job functions including self-service, tier 1 agents, knowledge workers, reviewers and administrators.