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KANA News KANA Named Customer Experience Innovator in SSPA's First Annual Awards Program

MENLO PARK, Calif.--(BUSINESS WIRE)--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.

About the SSPA

As the industry’s foremost professional association, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum – from established companies with successful track records to the pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders like J.D. Power and Associates and the Wharton School of Business to create programs that benefit the industry. For more information, visit www.thesspa.com.

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.

Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995:

Information in this release regarding KANA's forecasts, projections, expectations, beliefs, and intentions are forward-looking statements that involve risks and uncertainties. All forward-looking statements included in this release are based upon information available to KANA as of the date of this release, which may likely change, and we assume no obligation to update any such forward-looking statement. These statements include statements about demand for multi-channel customer service solutions, and KANA's growth and success. 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: competition in our marketplace, including introductions of new products or services, or reductions in prices, by competitors; risks associated with lack of market acceptance of KANA's products or services; inability to enhance and develop our products and services within budget and on schedule; inability to attract and retain qualified employees, to manage cash and expenditures or to expand sales; inability to manage our business in light of recent personnel reductions; KANA's history of losses; the effect of potential military action and terrorist activities; and slow economic conditions, particularly as they affect spending by our prospective customers on SRM and similar enterprise software products. These and other factors are risks associated with our business that may affect our operating results and are discussed in KANA's filings with the Securities and Exchange Commission, including our most recent annual report on Form 10-K and our quarterly reports on Form 10-Q.

NOTE: KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.