SGI selects Primus for e-service

Mountain View 15 Dec 99 PSGI has selected Primus software to provide eService to its customers and customer service organisation. SGI will use Primus products to develop a problem resolution database that customer service technicians can share internally and provide self-service capabilities for customers via the company's extranet.

SGI, a pioneer in computing systems ranging from desktop workstations and servers to powerfulsupercomputers, plans to use Primus software to capture, reuse and share knowledge across its global support organisation. When a support issue is escalated to the support centre, customer service representatives are able to search existing solutions while creating new solutions dynamically during the call - allowing them to resolve support issues more quickly and provide support for a broader range of products. Future enhancements will include the capability for customers to query the solutions database 24 hours a day, 7 days a week, via the company's Web-based service programs and offerings.

In Europe, Knowledge Solutions (UK) Ltd., a wholly owned subsidiary of Primus and has offices in London.

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