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KANA News KANA to Deliver a Seamless Customer Experience across Channels for The Carphone Warehouse

MENLO PARK, Calif.--(BUSINESS WIRE)--KANA Software Inc. (PinkSheets: KANA), a world leader in multi-channel customer service, today announced that The Carphone Warehouse, the leading independent retailer of mobile phones and services in the world, has selected KANA IQ to provide a consistent, high quality customer experience across channels. By leveraging the KANA solution to create a single source of accurate, relevant and timely information, the company expects to increase both customer and employee retention while reducing service delivery costs.

With nearly 2,000 stores in 11 countries, The Carphone Warehouse is the world’s leading independent retailer of mobile phones and services. The company is committed to offering impartial and expert advice on a wide range of products plus unbeatable after sales care. In order to fulfill this mission and maintain its leadership in a highly competitive market, The Carphone Warehouse sought to transform its approach to customer service by developing a central knowledge repository accessible to employees and customers across multiple support channels, including email, telephone and the Web.

A critical component of the project is KANA IQ, KANA’s award-winning knowledgebase solution for agent-assisted and Web self-service. In particular, The Carphone Warehouse was impressed with KANA IQ’s guided knowledge approach, which asks clarifying questions and leverages multiple search and retrieval techniques to bring users to the most targeted relevant information. With the solution, the company expects to improve first contact resolution—increasing customer loyalty and retention while driving down support costs. In addition, KANA IQ will lower training times and bolster employee satisfaction by providing them with the information needed to do their jobs well.

“The KANA technology will significantly improve our ability to deliver a world-class customer experience across all CPW channels, including retail, the Web and the contact center,” said Michael McAuley, Head of Customer Experience at The Carphone Warehouse. “Whether our customers are looking for pre-sales, acquisition or post-sales service and support, we’ll be able to resolve their inquiries as quickly and accurately as possible, regardless of how they’ve chosen to interact with us.”

"The Carphone Warehouse is a product innovator and thought leader in the mobile marketplace," added Marchai Bruchey, chief marketing officer at KANA. "It’s no surprise that such a progressive company recognizes the substantive business value of improving the customer experience. As leading companies like The Carphone Warehouse look to transform the experience through exemplary service and support, they continue to turn to KANA for the industry’s most scalable multi-channel customer service solutions.”

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 the benefits of KANA's solutions. 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; and inability to enhance and develop our products and services within budget and on schedule. 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.