ADVISORY/Leading Analyst, KANA and ADC to Present KMWorld Magazine Web

    Assignment Desks/Business Editors/News Editors
    ADVISORY...

    MENLO PARK, Calif.--(BUSINESS WIRE)--March 9, 2005--KANA Software, Inc. (NASDAQ: KANA), a leading provider of Service Resolution Management (SRM) solutions, today announced that Christopher Hall, vice president of product marketing at KANA, will lead a live Webcast discussing how SRM is the next level of innovation in customer service automation and how knowledge management is a critical aspect to a successful SRM strategy. The KMWorld Magazine Webcast, which will take place on Tuesday, March 15 at 2:00 p.m. EST, will also feature respected industry analyst, Mary Wardley from IDC and KANA customer, Candyce Anderson from ADC Telecommunications.

Who: Christopher Hall, vice president of product marketing at KANA, Mary Wardley, vice president, CRM Applications, at IDC and Candyce Anderson, project manager at ADC Telecommunications.

What: Mr. Hall will discuss why a knowledge management solution is a necessary component in any CRM initiative, particularly as the industry turns to SRM as the next generation of CRM. SRM leverages knowledge and intelligence to significantly improve the delivery of service and improve agent productivity. Ms. Wardley will share her experience and views on why knowledge management and structure is fundamental in driving successful customer service projects. Ms. Anderson will also detail best practices and provide real-world examples of how ADC achieved dramatic improvements in customer satisfaction and call center efficiency through knowledge-driven SRM solutions.

When: Tuesday, March 15, 2005, from 2:00 p.m. EST

Where: To register for this live Webcast please visit: http://webinars.kmworld.com/register/?eventid=82

    "Companies need to realize the importance of knowledge management technology in their customer service initiatives," said Mr. Hall. "KANA is excited to present this Webinar with ADC and IDC and give companies the information they need to achieve the highest customer satisfaction levels while also increasing revenue opportunities."

    About KANA

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

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CONTACT: KANA Jessica Hohn, 603-665-1306 jhohn@kana.com or PAN Communications Elise Sherman, 978-474-1900 kana@pancomm.com

KEYWORD: CALIFORNIA INDUSTRY KEYWORD: SOFTWARE ADVISORY CONFERENCE CALLS SOURCE: KANA

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