02.12.07
SearchCRM.com Recognizes KANA IQ for its “Classic Knowledgebase Solution and Broad eService Functionality”

MENLO PARK, Calif., February 12, 2007 – KANA Software, Inc. (OTCBB: KANA.OB), a world leader in multi-channel customer service, today announced that KANA IQ was singled out by the editors of SearchCRM.com as the “2006 Product of the Year” in the Online Self-Service Category. Presented by the editors of TechTarget’s Enterprise Applications Media Group, the award is further validation of KANA IQ’s proven ability to power successful Web self-service interactions while offering seamless escalation to assisted-service channels, including email, chat and call centers.

The SearchCRM.com editorial staff, in conjunction with a team of users, industry experts, analysts, and consultants, judged the awards based on product innovation, performance, ease of integration with existing environments, ease of use/manageability, functionality and value. Judges selected the eight “Products of the Year” from among enterprise CRM-related products introduced, upgraded, and shipped between September 30, 2005 and October 1, 2006.

According to the 2006 Products of the Year feature story on SearchCRM.com, KANA IQ’s “maturity plus functionality made it a winner in the eyes of our judges.” The story goes on to say that “KANA IQ not only offers a compelling knowledgebase, but their problem diagnostics and real-time data retrieval capabilities allow them to answer any question, from complex technical support issues to queries about account balances, ship dates or any other back office accounting or inventory data. And, being part of KANA’s best-in-class multi-channel suite, customers can automatically move from unassisted to assisted support via click to chat, or by proactive chat identifying customers needing help to find the answer online.”

KANA IQ is an award-winning knowledgebase for agent-assisted and Web self-service that is available through the OnDemand and on-premise deployment models. The solution delivers on-demand advice that intelligently guides users of all skill levels through the process of diagnosing the inquiry and finding the right answer. KANA IQ is tightly integrated with the KANA multi-channel suite, including KANA Response for email response management; KANA Contact Center, the company’s universal agent desktop; and KANA Response Live for live chat and Web collaboration. As a result, agents can launch KANA IQ from any KANA application, quickly locate information in the knowledgebase and then leverage the solution in an email, chat session or telephone conversation. By leveraging a single source of knowledge to power all customer interactions, KANA IQ enables companies to provide more accurate, consistent and timely service with minimal keystrokes.

“SearchCRM.com has a keen understanding of the evolving market needs for customer service,” said Marchai Bruchey, chief marketing officer at KANA. “The judges’ selection of KANA IQ as one of the Products of the Year is further validation of its ability to power intelligent interactions across channels, including email, chat, call centers and Web self-service, enabling business to foster customer satisfaction and loyalty.”