KANA is the First in the Industry to Provide Agent Desktop Search Solution; Company Provides Integration Between Knowledge Base and Desktop Search Solutions to Ensure Faster Resolution of Customer Requests

Business Wire, May 9, 2005

MENLO PARK, Calif. -- KANA Software, Inc. (NASDAQ: KANAE), a leading provider of Service Resolution Management (SRM) solutions, today announced KANA Agent Desktop Search. The first of its kind in the SRM industry, the new solution enables integration between KANA Agent IQ, the company's industry-leading contact center knowledge base, with leading desktop search applications. Additionally, agents can publish new data directly to the knowledge base with the click of a button. The combination of desktop search capabilities and the KANA Agent IQ database ensures that agents can access critical and timely information stored on the desktop directly from the knowledge base.

Traditionally, the challenge contact centers have faced is that not all data used to handle customer inquiries actually resides in the knowledge base. Rather, customer service agents often store information on their own desktop which they use for resolving customer issues. KANA Agent Desktop Search allows agents to quickly search the stored information and then easily submit it to be published in the knowledge base. This results in faster and more accurate resolution of customer inquiries while reducing costs for the contact center.

The integration of KANA Agent IQ and desktop search enables agents to continue working in the knowledge base while also seamlessly pulling information from their own desktops. In addition, leveraging the "publish to IQ" function, the agent can immediately and seamlessly add the data to the knowledge base once it is used, ensuring it can be shared across the contact center, and create a more efficient process for the agent.

"Contact center supervisors should continue to push agents to store all relevant information and answers in a central knowledge repository," said Esteban Kolsky, analyst at Gartner. "However, the reality of today's agent is that they prefer to store often-accessed and new information on their desktop. Given this factor, it makes sense to provide agents the ability to search their desktops from within the knowledge base."

KANA Agent Desktop Search provides template solutions that enable direct access from within Agent IQ to leading desktop search applications. KANA Agent Desktop Search includes:

-- Fast and easy access to custom documents not stored within the knowledge base;

-- Easy publishing of information from the desktop to the knowledge base;

-- A familiar user interface for the agent;

-- Faster retrieval of answers, resulting in more efficient service resolution.

"By integrating powerful desktop search engines like the one just released by Google with KANA IQ, we make it easier for agents to use their personal best practice responses for fast service resolution," said Brian Kelly, EVP of corporate strategy at KANA. "Most importantly, with a simple click of a checkbox, agents can easily publish their information from their desktop to the central customer service knowledge base for all agents to leverage. This is true best-practices collaboration. The end result is faster resolution of customer inquiries at lower overall costs."

About KANA

KANA is a leading provider of Service Resolution Management (SRM) solutions that improve customer satisfaction, reduce service costs, and increase revenues. KANA's award-winning suite of customer service solutions for assisted, self, and proactive service enables companies to resolve customer requests quickly and accurately across multiple channels. Built on the industry's most advanced Web architecture, KANA's solutions are in use at more than 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 KANA's customers' expected benefits and results from KANA applications. 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.