KANA Introduces New Era of Customer Service With KANA 10

MENLO PARK, CA, Jun 30 (MARKET WIRE) --
KANA Software, Inc. (OTCBB: KANA), a world leader in innovative customer
service solutions, today announced availability of KANA 10, the
industry's first service experience management (SEM) platform for managing
the entire customer service experience. This new solution, which gives
major corporations and institutions the control needed to help ensure
their customers receive exceptional service, has been selected by online
travel service provider priceline.com.

Developed in conjunction with IBM and KANA customers, KANA 10 is a Web
services-based solution that fuses the IBM service-oriented architecture
(SOA) portfolio with KANA's decade of experience in knowledge management
and messaging with new 'experience flow' functionality, all in a Web 2.0
platform.

KANA 10 brings a new era of flexibility and control to customer service.
It can replace traditional approaches by enabling companies to rapidly
model and deploy their customers' entire service experiences. KANA 10 also
transcends traditional solutions in which critical customer information
resides in separate applications or silos that are difficult to integrate,
making it hard for businesses to adjust quickly to changing business
conditions.

With KANA 10's Web services architecture, customers' existing technology
and resources are linked into a single application, providing a seamless
experience that can be managed by executives and easily accessed by
customer service agents (CSRs). All KANA 10 users, whether a business
analyst or CSR, will have a unified view of all pertinent customer
information. Business leaders can quickly and effectively design, deploy,
and modify customer service processes, or 'experience flows,' allowing for
real-time process optimization that helps increase revenue, reduce risk,
and ensure consistent service.

KANA CEO Michael Fields elaborated, "Working closely with companies like
priceline.com has shown us that companies today need dynamic new
technology platforms that let service executives control business
processes as needed and provide CSRs streamlined ways to more rapidly
provide customers the information they want. That's precisely what KANA
10 is designed to do."

A longstanding KANA customer, priceline.com is a good example of the
customer service evolution taking place at progressive enterprises.

"Priceline.com wanted a solution that increased our agility in
accommodating varying business conditions and changes in products to
ensure our customers have the ideal service experience," said
priceline.com's Chief Technology Officer, Ron Rose. "KANA 10, with its
experience flow capability, provided us with the ability to accomplish
that."

Balancing KPIs

Balancing business objectives is critical today, and with KANA 10,
executives can actively monitor key performance indicators (KPIs), such as
cost, revenue, loyalty, and compliance. They can adjust agent workflows to
balance these KPIs in real time. These adjustments translate almost
immediately on CSRs' computer screens, which guide them through scripted
processes that retain the full context of the customer's issue, question,
or needs, all in a single window. Agents no longer have to onerously
ALT+TAB through disparate systems to find the information they need most.
Ultimately, KANA 10 provides businesses with the ability to improve
first-time fix rates, decrease call volume, and increase customer
satisfaction, retention, and ROI.

Forrester Research stated in its April 2009 report titled, "The State Of
Customer Experience, 2009," that "With more access to information, more
sensitivity to price, and less sensitivity to advertising, customers are
getting harder to win and keep. Organizations try to woo these empowered
consumers with mediocre customer experiences -- but it won't work. Firms
need to dramatically raise the bar on the customer experience they
provide." To this end, in October 2008 research titled "The Forrester
Wave(TM): Customer Service Software Solutions, Q4 2008," Forrester also
reported that the next generation of customer service applications will
integrate three core capabilities -- providing multichannel interactions,
automating multiple business processes, and accessing multiple customer
databases and data sources.

Proven IBM SOA Technology

The KANA 10 solution is built on IBM's market-leading SOA and Information
Management foundation. It also has been validated and certified on a
number of IBM Industry Frameworks, including those tailored for the
retail, healthcare, telecom, and government sectors. The IBM Framework
strategy provides an approach that provides KANA 10 customers access to
industry specific experience from IBM, helping to speed the rollout of
proven, highly customizable solutions.

"KANA 10 exemplifies how a Web services-based solution can radically
benefit businesses today," said Beth Smith, Vice President of Business
Development for IBM WebSphere. "Our partnership with KANA has resulted in
a solution that fits ideally into IBM's 'smarter planet' initiative. KANA
10 lets customers integrate disparate customer service systems, knowledge,
process, and information, and effectively leverage them across all service
channels. This is an excellent example of leveraging Web services in a
service-oriented environment. Leveraging IBM's WebSphere Process Server,
KANA's solution provides a reliable platform for providing business
agility for human workflow, rapid process changes, and efficient use of
resources."

KANA 10's key features include:

-- Adaptive Desktop - This context-aware desktop adapts to each CSR or
customer, providing unified access to the right process, data, and
knowledge at the right time during each service interaction, delivering
interactive experiences that lead CSRs and customers to fast resolutions.

-- Experience Modeling - The Service Experience Modeler combines workflow
creation, screen building, business logic construction, and the ability to
integrate information from enterprise and knowledge systems. No coding or
web development is needed to link a process to knowledge and back-end data,
allowing business leaders to quickly make changes without IT support.

-- KPI Optimization - The Service Experience Optimizer monitors in real
time the objectives set for cost, customer satisfaction, compliance, and
revenue, so business leaders can adjust policy, process, and other
resources to ensure balance among key metrics.

-- Knowledge Empowered Process - The Service Experience Orchestrator
delivers the right knowledge and process at each step of a customer
interaction, dynamically modifying the experience for unexpected responses
and changing customer and business requirements.

KANA 10 is available immediately from KANA and IBM.

Additional Resources:

-- KANA 10 webpage, which includes screenshots:
http://www.kana.com/index.php/service-experience-management.html
-- KANA 10 demo:
http://www.kana.com/images/stories/flash/sem_demo.swf
-- KANA/IBM white paper, "Reaping the Benefits of SOA in Customer
Service Organizations":
http://www.kana.com/index.php/wp-reaping-the-benefits-of-soa.html

About IBM:

For details on how IBM is helping clients and Business Partners to make
smarter, faster decisions by using SOA, visit http://www.ibm.com/soa.

About KANA:

KANA is a world leader in multi-channel customer service. KANA's
integrated solutions allow companies to deliver consistent, managed
service across all channels, including email, chat, call centers, and Web
self-service, so customers have the freedom to choose the service they
want, how and when they want it. KANA's clients report double-digit
increases in customer satisfaction, while reducing call volumes by an
average of 20 percent. KANA's award-winning solutions are proven in more
than 600 companies worldwide, including approximately half of the world's
largest 100 companies. For more information, visit http://www.KANA.com.

NOTE: KANA is a registered trademark of KANA Software, Inc. All other
company and product names may be trademarks of their respective owners.

Media Contacts:
Ted Rossman
New Venture Communications for KANA
914-432-7083
Email Contact

Lauren Dresnick
New Venture Communications for KANA
650-343-2735
Email Contact

Copyright 2009, Market Wire, All rights reserved.

-0-