01.10.05
KANA Resolution Honored for Outstanding Innovation

MENLO PARK, Calif. – January 10, 2005 – KANA Software, Inc. (NASDAQ: KANA), the leading provider of Service Resolution Management (SRM) solutions, announced today that Technology Marketing Corporation (TMC®)’s Customer Inter@ction Solutions® magazine (www.cismag.com) has named KANA Resolution a 2004 Product of the Year. Customer Inter@ction Solutions has been the leading publication in the CRM, call center and teleservices industries since 1982.

KANA’s sixth TMC award for product innovation and dedication to extraordinary customer service validates the company’s continued commitment to providing knowledge-powered SRM solutions that allow companies to provide superior customer service while reducing overall support costs. KANA Resolution is the first process-driven customer service solution exclusively focused on resolution within the customer support process. In addition, it improves customer satisfaction and increases revenue opportunities by enabling contact center agents to resolve customer inquiries faster, more accurately and consistently across service channels.

“We are honored to receive this award for the sixth consecutive year. KANA is dedicated to bringing the most innovative products to our customers year after year, allowing them to deliver the best in customer service,” said Brian Kelly, executive vice president of products and marketing at KANA. “By awarding KANA Resolution with this distinction, TMC is recognizing both the market’s demand for solutions that optimize the resolution process of customer inquiries while reducing costs and KANA’s position as the first company to address this market need.”

KANA Resolution is a new enterprise software application for service resolution management that leverages KANA IQ and integrates with Contact Center solutions to enable complete knowledge-powered self- and agent assisted-service. KANA Resolution increases agent productivity and significantly improves the delivery of service by leveraging knowledge and intelligence to automatically provide agents with the information required to resolve customer requests, increasing first call resolution rates and decreasing call handling times.

“Each year Customer Inter@ction Solutions magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. KANA has demonstrated to the editors of Customer Inter@ction Solutions that its product has gone the extra mile to help improve both the customer experience and the ROI for the companies that use it,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Inter@ction Solutions.

The Product of the Year Award winners for 2004 will be published in the January 2005 issue of Customer Inter@ction Solutions magazine.