Kanisa Recognized as Market Leader with 2004 Innovation Award from Technology Marketing Corporation's TMC Labs

Business Wire, Oct 18, 2004

CUPERTINO, Calif. -- Kanisa Singled Out for Delivering First Comprehensive Application Suite that Automates the Service Resolution Process

Kanisa Inc., the leading provider of knowledge-empowered customer service applications, announced today that Technology Marketing Corporation (TMC(R))'s TMC Labs division named Kanisa5 as Innovation Award winner for 2004.

"With the introduction of Kanisa5, Kanisa created the first bridge to join existing CRM and next generation knowledge management applications," said Ben Kaplan, VP of marketing and products at Kanisa. "Kanisa enables contact centers to become dramatically more effective, helping companies reduce incident handling time, decrease the volume and costs of service, increase the efficiency of analysts, and improve call avoidance. All without loosing the quality of customer interaction."

"Having coined the phrase SRM for the Service Resolution Management niche, Kanisa is clearly deserving of leadership status in this sector," said TMC President Rich Tehrani. "The Kanisa5 application suite has proven itself as a highly valuable application for companies' customer support organizations. We're proud to reward Kanisa's hard work with TMC Labs' Innovation Award for 2004."

According to Tom Keating, CTO and TMC Labs Editorial Director at TMC, "The Innovation Awards exemplify the best and the most unique products and services that this industry has to offer. Kanisa has demonstrated a commitment to quality, and a commitment to the further development of the contact center industry through its knowledge-empowered customer service applications. Kanisa deserves this great honor, and I look forward to seeing other innovative solutions from them as they continue to contribute to the future of the contact center marketplace."

Kanisa recently introduced Kanisa6, which has helped Kanisa further raise the bar for automating the service resolution process across all channels (see release at http://www.kanisa.com/press_releases/040803a.shtml).

About Kanisa

Kanisa is the leading provider of service resolution management applications that drive efficiency, revenue and customer satisfaction. Its industry-leading suite of knowledge-empowered customer service applications automates the resolution process across multiple channels including contact centers, service portals, and Web sites. Industry-leaders including Novell, Merrill Lynch, McAfee, Sprint, Ford, Wachovia and Novartis rely on Kanisa applications to deliver world-class customer service. Kanisa is headquartered in Cupertino, CA. For more information, visit www.kanisa.com.

About TMC(TM)

Since 1972, Technology Marketing Corporation (TMC(TM)) has produced industry-leading trade magazines and events focused on technology and telecommunications. TMC(TM) publishes two magazines: Customer Inter@ction Solutions(TM) and Internet Telephony(R), and the online publications, WifiTelephony.com, The VoIP Developer Channel, Planet PDA(TM) Magazine and BiometriTech(TM) Magazine. TMC(TM) is also the first publisher to test new products in its own on-site laboratories, TMC Labs(TM), and provide factual and unbiased product reviews. TMC produces INTERNET TELEPHONY(R) Conference & Expo, The VoIP Developer Conference(TM), Speech-World Conference, IP Contact Center Summit, WiMAXcon, and The Global Call Center Outsourcing Summit(TM). TMCnet.com publishes more than 25 topical online newsletters. For more information about TMC, visit its Web site at www.tmcnet.com.