KMWorld Magazine Names KANA Response a “Trend-Setting Product of 2005”

KANA�s leading e-mail response management solution recognized for providing highly effective service resolution management via email

MENLO PARK, Calif. — August 22, 2005 – KANA Software, Inc. (NASDAQ: KANAE), a leading provider of Service Resolution Management (SRM) solutions, today announced that KMWorld magazine has named KANA Response a “Trend-Setting Product of 2005.� KANA Response was recognized because it effectively leverages knowledge and intelligence, enabling both mid-market companies and large enterprises to successfully resolve high volumes of e-mail inquiries in the contact center.

KMWorld editors assembled its list of trend-setting products following discussions with colleagues, analysts and users – from C-level executives to entry-level knowledge workers. The complete list is featured in the publication’s September issue.

�As was the case last year, we evaluated more than 200 vendors, with over 1,200 combined offerings. All panel members agreed that usability, flexibility, adoption rate and total cost of ownership should be criteria for inclusion to the list,” said Hugh McKellar, editor-in-chief of KMWorld. “Over the past year, KANA has added knowledge-centric functionality to KANA Response, including strong multi-lingual capabilities. These enhancements, coupled with continued user adoption and KANA�s vision to bring service resolution management to all customer support channels, warranted KANA Response�s recognition as a trend-setting product�.

Integrated with KANA IQ, the company’s knowledge base solution for self-and assisted-service, KANA Response allows companies to manage and handle all email inquiries while also being scalable to meet the needs of an increasingly demanding, global customer base. KANA Response is designed to handle up to 100,000 emails a day, in virtually any language, guaranteeing almost immediate response and resolution to customer inquiries regardless of the language used. The product ensures consistency in responding to customer inquiries and that the most urgent are handled and resolved promptly. KANA Response typically enables organizations to resolve customer inquiries received via email within a few hours, as opposed to several days.

“We are delighted that KANA Response was recognized by KMWorld as a trend-setting product,” said Brian Kelly, executive vice president of corporate strategy at KANA. “We are continually adding enhanced knowledge management and process automation capabilities to our SRM solutions, including KANA Response, so that organizations of all sizes can effectively meet growing customer service demands without a corresponding increase in costs.�

The complete list of Trend-Setting Products of 2005 is featured in the September 2005 issue of KMWorld magazine and is also available on its website at:

About KMWorld

The leading information provider serving the Knowledge Management systems market, KMWorld (with a focus on Content, Document and Knowledge Management) informs more than 51,000 subscribers about the components and processes – and subsequent success stories – that together offer solutions for improving business performance.

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