11.20.06
KANA Response Live Product Honored for Revolutionizing Customer Service and Support

MENLO PARK, Calif. – Nov. 20, 2006 – KANA Software Inc. (PinkSheets: KANA.PK), a world leader in multi-channel customer service, today announced that it has been named a Recognized Innovator by the Service & Support Professionals Association (SSPA), the largest and most influential association for technology services and support professionals. KANA was honored specifically for Customer Experience Innovation, and was showcased at the SSPA Services Leadership Conference held last week in Washington, D.C.

“While many areas of customer service and CRM technology are beginning to mature, only a select number of vendors continue to deliver pure innovative products and services,” said SSPA Vice President of Research John Ragsdale. “KANA is truly an innovator in its space and is commended for enabling support organizations to revolutionize the way they service customers.”

Tightly integrated with KANA’s multi-channel suite, KANA Response Live is a comprehensive solution for live chat and Web collaboration that enables customers and prospects to instantly engage with agents via the Web, ensuring that self-service transactions are resolved as quickly as possible and without escalation to calls into the contact center. The latest version includes transfer/conference enhancements and new intra-agent chat capabilities, improving the ability of agents to identify and collaborate with the right-skilled individuals in real-time to assist with the resolution of more complex inquiries.

In addition, KANA Response Live’s sophisticated proactive chat model enables organizations to define business rules that automatically identify and engage Web site visitors who are confused, have questions or are having problems completing transactions. By ensuring that any issues are resolved in real-time, KANA Response Live reduces online abandonment rates while improving overall customer satisfaction.

“We’re thrilled to be recognized by the SSPA for our ongoing commitment to customer service innovation,” said Marchai Bruchey, chief marketing officer of KANA. “With the industry’s most advanced live chat and Web collaboration capabilities, KANA Response Live empowers organizations to maintain an exemplary customer experience, even amid increasing product complexity and exponential growth of eChannel volumes.”

KANA was a winner in the Customer Experience Innovation category. Companies are realizing that delivering an exceptional customer experience is the greatest competitive differentiator they have. The innovative SSPA partners in the Customer Experience category are enabling unique, differentiating experiences for both business and consumer customers.

More information on the SSPA Services Leadership Conference and SSPA Recognized Innovators can be found at www.thesspa.com.