Comcast Selects KANA to Provide E-mail Management Solution

Business Wire, August 28, 2001

Business/Technology Editors

MENLO PARK, Calif.--(BUSINESS WIRE)--Aug. 28, 2001

Significant Web Architecture and Easy Feature Integration

Demonstrates KANA's Leadership in eCRM Solutions

KANA (NASDAQ: KANA), the leading provider of next generation eCRM solutions, today announced that Comcast Cable Communications, Inc., the nation's third largest cable provider, will use its web-based e-mail management technology to manage customer inquiries via Comcast's web site.

Under the agreement, Comcast will utilize the KANA Response System, the industry's leading web-based e-mail management solution to manage and evaluate e-mail resolution of online customer inquiries at its 10 regional call centers. After evaluating several vendors, Comcast chose KANA Response for its ability to uniquely enable customers to do business when and where they want through automated e-mail management. The KANA system also provides the ability to centrally manage reporting by geographic region, providing a bird's-eye view of the types of questions subscribers are asking, and documenting the length of handling times by type of question, as well as overall agent achievement statistics. The benefit for customers is faster, more personalized responses.

"Comcast values each customer interaction - from telephone calls to eCare -- as an opportunity to ensure that we make the customer experience the best possible," said Heidy Kelley, director of Interactive Services for Comcast's National Customer Service team. "The KANA Response system's ability to facilitate a quick resolution of our customers' e-mail inquiries builds their confidence in purchasing additional products and services from us."

Comcast is one of nearly 1,200 companies worldwide using KANA next generation eCRM solutions to drive better relationships with their customers by providing the highest level of customer service consistently across all points of interaction from the Web to call centers to direct mail. The KANA approach to customer relationship management technology combines a "best-in-class" eCRM architecture with cutting-edge enterprise and analytic applications that offer flexibility and functionality.

"We are pleased to work with Comcast, an industry leader, and provide an e-mail technology solution that will enhance customer relationships by helping provide the highest level of online customer service," said Bud Michael, executive vice president of marketing for KANA. "KANA's web architecture, which allows for easy integration and implementation of features, is fundamental to the KANA approach to customer relationship management technology. The Response system combines a best-in-class e-mail solution that offers the flexibility of other cutting-edge enterprise and analytic applications that can meet our client's present and future eCare needs."

About Comcast Cable

Headquartered in Philadelphia, Comcast Cable is a division of Comcast Corporation (www.comcast.com), a developer, manager and operator of broadband cable networks and provider of programming content. Comcast Cable is the third largest cable company in the United States. Providing basic cable, digital cable and high speed Internet services, Comcast Cable is the company to look to first for the communications products and services that connect people to what's important in their lives. The company's approximately 18,000 cable division employees serve more than 8.4 million customers in six geographic regions.

About KANA

KANA (NASDAQ: KANA) provides the industry's leading eCRM solutions to the largest businesses in the world, helping them to better service, market to, and understand their customer and partners, while improving results and decreasing costs in contact centers and marketing departments. Through comprehensive multi-channel customer relationship management that combines the best-in-class KANA eCRM Architecture with enterprise applications, KANA has become the fastest-growing provider of next generation eCRM technology. The company's customer-focused service, marketing and commerce software applications enable organizations to improve customer and partner relationships by enabling them to productively interact when, where and how they want - across all touch points, including web contact, web collaboration, e-mail, and telephone. KANA's global customer base includes Global 2000 organizations in the financial services, manufacturing, high technology, communications, retail and services markets. ADP, Chase, E*Trade, GAP, GM, Hewlett-Packard, Kodak, Sony, United Airlines, Verizon, and Williams Sonoma are among the industry leaders that have implemented KANA's eCRM solutions. KANA has locations in 22 countries worldwide, in addition to an extensive global network of channel partners. For more information, please visit www.kana.com.

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

Information in this release that involves KANA's financial forecasts, projections, expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements may 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, which may likely change, 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, risks associated with the merger with Broadbase and integration of the companies; slowing economic conditions; competition in each of our marketplace; risks associated with the evolving and varying demand for eCRM customer communication and similar software; lack of market acceptance of KANA's products or services; inability to integrate and enhance existing products and services within budget and on schedule, and develop new products and services on a timely basis; introduction of new products or services by competitors; inability to attract and retain qualified employees; the ability to manage cash and expenditures; KANA's history of losses; the ability to expand sales; inability to manage business in light of recent management changes and personnel reductions; litigation over property rights; and general economic factors, particularly as it affects spending by our prospective customers on software products such as ours. These and other factors are risks associated with our business that may affect our operating results are discussed in KANA's filings with the Securities and Exchange Commission ("SEC"), including our most recent annual report on Form 10-K and quarterly report on Form 10-Q, and registration statement on Form S-4.