e-Service celebration

Primus Knowledge Solutions has announced Version 6.0 of its flagship software, KnowledgeCenter. The company says the latest edition includes enhancements designed to help companies ensure customer satisfaction and loyalty by leveraging knowledge and delivering precise answers to customers' questions via self- and assisted-service communication channels.

KnowledgeCenter is a modular set of integrated products designed to meet specific organizational needs, including enterprise scalability, seven-level natural language processing, detailed analysis and reporting capabilities of the customer experience, and multiple language support and integration with CRM systems.

KnowledgeCenter is build upon the concept of what Primus calls its Knowledge Interaction Hub, which combines technology, people and process to support the entire knowledge interaction cycle, from the moment a customer submits a question to the time a correct answer is returned. The Hub is claimed to deliver both proactive and reactive strategies for Knowledge-Centered Support (KCS), the only methodology advocated by both the Consortium for Service Innovation and the Help Desk Institute.

Primus says KnowledgeCenter 6.0 delivers:

• information that customers need to make buying decisions;

• a seamless, unified experience from prospect to customer and from self- to assisted service;

• resolution of customer problems correctly, the first time;

• information that employees require to be successful;

• enhanced productivity surrounding the problem resolution process; and

• the ability to reuse expertise across the enterprise.

  <>