Independent Research Firm Names KANA a Leader in Interaction-Centric Customer Service Management Software Evaluation

06.06.07

FOR IMMEDIATE RELEASE

Independent Research Firm Names KANA a Leader in Interaction-Centric Customer Service Management Software Evaluation

KANA Earns #1 Score for Current Offering; Company Recognized for Proven Scalability and Reliability, Breadth and Depth of its Suite

MENLO PARK, Calif. – June 6, 2007 – KANA Software, Inc. (OTCBB: KANA.OB), a world leader in multi-channel customer service, today announced that it has been recognized as a Leader in Interaction-Centric CSM Software by Forrester Research in the recently published Forrester Wave report on Customer Service Management Software, Q2 2007.

KANA Ranks #1 for Current Offering
In addition to being named a leader in Interaction-Centric CSM Software, KANA received the highest score for Current Offering amongst all interaction-centric vendors, earning a score of 4.15 on a 5-point scale. All other vendors scored below KANA in this category, ranging down to a low score of 2.71. In assessing “Current offering,” Forrester compares the strength of the vendors’ products across a wide spectrum of customer service functionality – such as phone agent, knowledge base, chat, and self-service – as well as product architecture, usability, customer service, and cost. KANA was also named a leader in “Strategy” with a score of 4.0 on a 5-point scale, and earned top scores for usability, customer base, and internationalization.

Comprehensive Evaluation Process
KANA was among the vendors Forrester invited to participate in its detailed analysis of the Customer Service software market. The resulting report, the Forrester Wave for Customer Service Management Software, evaluates the strengths and weaknesses of the top vendor’s products against 180 criteria.

According to Forrester VP and Research Director, Chip Gliedman, “KANA, a best-of-breed eService provider for more than a decade, continues to evolve the breadth and depth of its suite. …KANA has evolved into a robust, capable customer interaction solution provider. The product is especially strong in Web collaboration, email management, self-service, and knowledge management.” Source: “KANA Software Leads In Interaction-Centric Customer Service Management Software, The Forrester Wave™ Vendor Summary, Q2 2007.”

In evaluating KANA and its integrated, multi-channel customer service suite, available through the on-premise and OnDemand deployment models, Forrester also noted KANA’s well-rounded product capabilities, high scalability, and integration partners:

• “With good usability and superior performance ratings, KANA is a good fit for buyers with complex customer service needs that need efficient, capable tools to meet all requirements.”
• “KANA is a good choice for companies that have a large number of concurrent agents and/or high volumes of customer emails, chats, and Web self-service requests.”
• “KANA has an A-list of systems integrator partners — including IBM Global Services, Accenture, EDS, and BearingPoint — to give it visibility in large deals.”

In addition to strong strategic alliances, KANA’s own professional services team recently doubled in size with the acquisition of the management consulting and systems integrations firm, eVergance Partners, LLC.

“KANA is pleased to be recognized by Forrester Research as a Leader, and to have outscored all other vendors for our current product offering,” said Marchai Bruchey, chief marketing officer at KANA. “It’s also a testament to KANA’s continued position as a leader in Interaction-Centric CSM software in the service and support market.”


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 250 companies worldwide, including approximately half of the world's
largest 100 companies. For more information visit www.kana.com


# # #

NOTE: KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.


Contact:
Ed Hadley
PAN Communications
978-474-1900
This e-mail address is being protected from spambots. You need JavaScript enabled to view it