Hi skoldpadda,
I've come across the Primus suite on a project in an
e-commerce environment. Although I didn't work directly with the
product, I got to look at some of the reports it churned out. My
experience with this product and all Help Desk/Call centre software
is that the users need to very disciplined to get the most out of
it. They are only as good as the information that gets put in.
Support staff just about get time to follow up a call never
mind sit down and document the questions and more importantly
solutions. They will need a couple of content controllers to keep
the information up-to-date and meaning full, so it may be an
oportunity for you rather than a time to update you C.V. and phone
those people that live on the darker side (i.e. employement
agencies).
The software your are refering to is not magic - staff will
need to be trained, usage will need to be monitored and content
will need to be checked/proofed by a skilled writer.
Just my humble ramblings
Craig