KANA Partners with Jive Software to Extend Web-Based Collaborative Support; Peer-to-Peer Support Complements Agent-Assisted and Web Self-Service; Product Integration Facilitates Knowledge Reuse across Customer Service Channels

Business Wire, Feb 13, 2006

MENLO PARK, Calif. -- KANA Software, Inc. (Pinksheets: KANA.PK), a leading provider of service resolution management (SRM) solutions, today announced that it has forged a strategic partnership with Jive Software, the leading provider of open architecture, Java-based collaboration software. As a result of the agreement, KANA will offer Jive Forums, a powerful application for creating and managing online communities, to both current and future customers looking to enhance their customer service strategies with knowledge-sharing and collaboration capabilities.

Jive Forums Expert Edition's innovative feature set harnesses the valuable knowledge residing within an organization's customer base through online communities where customers can answer questions and share ideas and insights with each other. For large companies, this can reduce calls into the contact center by as much as 40 percent. Jive Forums has been tightly integrated with KANA IQ, an award-winning solution for enterprise knowledge management, customer service optimization and Web self-service. As a result of the integration, customers can seamlessly transition from Web self-service sessions to peer support through the online discussion forums, ensuring that questions are answered as quickly as possible. At the same time, contact center agents can use Jive's expertise ranking technology to locate the most appropriate internal subject matter experts (SMEs) and then collaborate with them in discussion forums to resolve complex inquiries.

"The powerful expertise location and resolution workflow in our products makes it perfect for use in both internal and customer-facing communities," said Dave Hersh, CEO at Jive Software. "We are thrilled to be partnering with KANA and anticipate that a growing number of Fortune 500 companies will reap the benefits of our integrated customer service and collaborative support solutions."

The integration between Jive Forums and KANA IQ facilitates knowledge sharing and reuse across customer service and support channels. Forum postings can be routed through KANA IQ's workflow, approved and published to the knowledge base for future assisted- and self-service interactions. Agents can then access this unstructured information, along with existing knowledge, through KANA IQ's powerful search capabilities. In addition, content from the knowledge base can be posted to forum discussions. As a result, both agents and customers are able to more quickly and accurately answer questions through improved access to knowledge.

"There is a tremendous amount of knowledge and expertise distributed throughout an organization and its customer base," said Charlie Isaacs, chief technology officer at KANA. "We are excited to partner with Jive Software so that our customers and prospects can capture and leverage this knowledge in peer support communities and across channels to reduce costs and improve the delivery of customer service."

About Jive Software

Jive Software (www.jivesoftware.com) is committed to innovation in flexible, practical, open-architecture collaboration software for use in any enterprise environment. Jive Software's J2EE product suite--Jive Forums, Jive Knowledge Base, and a full enterprise IM system, are designed to connect experts, expose knowledge assets, and make real-time and threaded communication between employees and communities more intelligent. Jive Software powers collaboration for over 1,300 customers around the world.

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 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 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.