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Blue Pumpkin and Kana Complete First Phase Of Joint Development Initiative
Integration between two companies enables e-Businesses to deliver optimized customer service over the Internet
SUNNYVALE, CALIF and REDWOOD CITY, CALIF.--August 1, 2000-Blue Pumpkin, Inc., a leading provider of workforce management solutions, and Kana Communications, Inc. (NASDAQ:KANA), a leading provider of enterprise relationship management solutions, announced today, an integrated solution to help e-Businesses empower customers to take greater control over their online experience. Through a series of integration plug-ins developed jointly by the two companies, Kana’s eBusiness platform will seamlessly connect to Blue Pumpkin’s newly announced PrimeTime Exchange workforce management solution. As a single vehicle, the integration suite enables businesses to manage information from across the enterprise and deliver ongoing personalized service across multiple channels.The first phase of this joint development initiative seamlessly and cost-effectively enables the exchange of customer contact data between Kana Response and Blue Pumpkin’s PrimeTime workforce management solutions. Kana's solutions help companies more effectively deliver relevant and consistent information to customers, decrease cost per contact and build strong loyalty and relationships across an enterprise to include partners, employees and customers. Blue Pumpkin ensures that the right agents with the right skills are scheduled to be available to handle customer inquiries across any channel. This combined Blue Pumpkin/Kana solution provides businesses the timely, personalized services today’s sophisticated customers have come to expect.
Providing Added Value For e-Businesses
"Our partnership and integration efforts with Kana reflect our joint commitment to helping today’s complex customer service environments successfully expand to help customers across a variety of contact channels," said Doron Aspitz, president and CEO of Blue Pumpkin. "One of the key challenges identified for these businesses is the consolidation of information necessary to create and execute the right workforce strategy. The new PrimeTime Exchange platform gives us the ability to quickly and seamlessly provide pre-packaged integration solutions with Kana, which ultimately means our joint customers can find added value with our products faster and more cost effectively than ever before."
Serving Specialized Customer Requests With Ease
Kana and Blue Pumpkin have begun the initial integration phase for a wide-range of companies, including Yahoo! Inc., a leading global Internet communications, commerce and media company. The integration utilized by Yahoo! will combine Kana Response with Blue Pumpkin’s PrimeTime Enterprise via the PrimeTime Exchange Integration Platform. The result is a comprehensive online customer care solution that will help Yahoo! maintain top-quality productivity and profitability.
"We were pleased to learn of the integration between the Kana eBusiness Platform and Blue Pumpkin PrimeTime, two products that help us to deliver efficient and effective customer service to Yahoo!’s millions of users," said David Pollay, senior director of Yahoo! customer care. "By enabling the transfer of data between the two products, PrimeTime Exchange and the integration plug-in for Yahoo! will help serve our customer requests with continued ease and speed."
Integration With The Full-Range Of Products In The Kana Platform
The next phase of this joint development initiative will feature an integration plug in to PrimeTime Exchange that supports the entire suite of Kana products. This will include Kana’s platform of e-business applications for building strong customer relationships through personalized marketing, sales, electronic commerce and customer support. With a full range of customer touchpoint data available directly from Kana, e-businesses will have the right information to assure that optimum service is provided across email, chat sessions, web interactions and voice.
"Blue Pumpkin’s PrimeTime Exchange, as a multi-contact integration server, complements Kana’s full line of enterprise relationship management solutions," stated Kana CEO Michael McCloskey. "Customers have a variety of contact preferences and Kana is committed to helping e-businesses deliver superior assisted customer service, regardless of how complex online communications and contact centers become, or how widely customer inquiries and expectations vary. Bringing our individual technologies into an integrated solution will give organizations the advantage that they need in addressing customers’ unique needs, a quality that is absolutely crucial for success in the today’s highly competitive e-business world."
About PrimeTime Exchange and the Kana Plug-In
PrimeTime Exchange is Blue Pumpkin's open integration platform that supports data integration to a variety of contact center applications. The major components of this platform include processing of historical contact statistics, a CTI engine to gather real-time agent events, and a synchronization engine that manages updates of agent information between applications. The Kana Platform Plug-Ins are added to PrimeTime Exchange to provide a pre-packaged and seamless integration.
About Blue Pumpkin Software, Inc.
Blue Pumpkin Software is a market-leading provider of workforce management solutions for multimedia customer contact centers. Blue Pumpkin develops, markets, and supports the award-winning PrimeTime suite of products designed to help companies guarantee superior customer service across a variety of contact media, including phone and email. Blue Pumpkin provides the tools necessary to efficiently schedule and manage contact center personnel, ensuring that the right person with the right skills handles customer interactions.
Blue Pumpkin Software is headquartered in Silicon Valley, with offices around the world. Global leaders in the financial services, e-commerce, telecommunications, and retail goods & services industries depend on Blue Pumpkin solutions. Current customers include ADP, eToys, Airborne Express, Apple Computer, AT&T, Verio, KitchenAid, Drugstore.com, Carlson Wagonlit Travel and PeopleSoft. Blue Pumpkin has tested and confirmed that the PrimeTime suite of products is Year 2000 compliant. For more information about Blue Pumpkin and its products, please visit the Blue Pumpkin web site at www.blue-pumpkin.com or call 877-257-6756.
About Kana Communications Inc.
Kana Communications, Inc. (NASDAQ: KANA), a leading provider of web-architected enterprise relationship management solutions, delivers a broad range of world-class, integrated e-business and interaction applications with a modular and scalable platform for both Internet and Global 2000 companies. Kana solutions deliver personal portals that offer customers, partners and the enterprise a global view of their communications and relationships. This global view includes managing the full set of communications channels such as e-mail, Web, chat, instant message, VOIP, phone and person-to-person, as well as e-business and communications applications to integrate the marketing, sales and service functions. This full-service suite enables e-businesses to compete and succeed in today's customer-driven economy. For more information about the solutions found in more than 700 companies, including 8 of the 10 most trafficked Web sites, please visit Kana at www.kana.com.
Kana Communications, Kana and the Kana logo are trademarks of Kana Communications, Inc. All other company and product names may be trademarks of their respective owners.
Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Kana's expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Kana's strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Kana as of the date of the release, and we assume no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. Factors that could cause or contribute to such differences include, but are not limited to, the successful integration of Silknet, competition, increased competition due to Kana's expanded product offering, risks associated with the evolving and varying demand for customer communication software, our ability to expand our operations, the successful integration BEI and NetDialog, acceptance of email and the Internet as a communications medium, litigation over property rights, and general economic factors. These and other factors are risks associated with our business that may affect our operating results are discussed in the Company's filings with the Securities and Exchange Commission ("SEC") including our registration statements on Form S-4 and S-1, Annual Report on Form 10-K and quarterly reports on Form 10-Q.
Editorial Contact:
renee maler
blue pumpkin software
925-968-9495
rmaler@blue-pumpkin.com
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