AnswerPro Relies on KANA's eService Solutions to Power Superior Web-Based Customer Service (email this article)

MENLO PARK, Calif. - September 18, 2006 - KANA Software Inc. (Company Profile, Past Stories, Case Studies) (PinkSheets: KANA.PK), a world leader in multi-channel customer service, today announced that AnswerPro has implemented KANA Response and KANA Response Live, KANA's eService solutions for e-mail response management, live chat and Web collaboration. As a result of the deployment, AnswerPro, a provider of customer care for Internet service providers (ISPs), has empowered its customers to contact the company through their channel of choice, while ensuring that inquiries are resolved quickly and accurately, regardless of channel.

AnswerPro selected KANA Response and KANA Response Live to power Web-based customer service for a number of reasons, including KANA's reputation as a best-of-breed eService vendor as well as positive experiences with its technology in previous engagements. Having successfully deployed the KANA applications, the company is able to deliver consistent, managed service across all channels, including email, chat and the Web. The solution's robust reporting and analytics capabilities have also enabled the company to consistently measure and enforce policies for service performance, including the percentage of emails answered each day.

Integrated with KANA Response, KANA Response Live is a comprehensive solution for live chat and Web collaboration that enables customers to instantly engage with AnswerPro agents via the Web, ensuring that inquiries are resolved as quickly as possible and without escalation to calls into the contact center. Currently, approximately 25 percent of AnswerPro's service interactions are handled via live chat, which has resulted in a substantial reduction in call volumes and service delivery costs.

"We wanted to open up accessibility for our customers, giving them more communication options without a corresponding increase in costs," said Jeffrey Young, IT director for AnswerPro. "We knew KANA Response and KANA Response Live were leading products and are very pleased with the level of efficiency and effectiveness they have brought to our customer service team."

"Research indicates that the volume of Web-based customer interactions will exceed telephone volume for the first time this year," said Marchai Bruchey, chief marketing officer at KANA. "As leading organizations like AnswerPro look to meet this increasing demand while maintaining an exemplary customer experience, they continue to turn to KANA for the most scalable and effective eService solutions on the market."

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%. 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 www.kana.com.