International Financial Data Services Drives Customer Service With KANA

KANA IQ for Web Self-Service Increases Effectiveness of Leading Financial Company�s Contact Center

MENLO PARK, Calif. – November 28, 2005 – KANA Software Inc. (Pinksheets: KANA.PK), a leading provider of service resolution management (SRM) solutions, today announced that International Financial Data Services (UK) (IFDS), an award-winning provider of investor record keeping solutions for unit trusts, OEICs, PEPs, ISAs and Pensions, is implementing KANA IQ in a drive to further increase the effectiveness of its contact center. IFDS handles up to 6,000 calls every day in its contact center, from the customers of some of the most well-known investment managers and distributors in the UK.

KANA IQ, an award-winning solution for enterprise knowledge management, customer service optimization and Web self-service, will form part of the contact center�s information �backbone�, delivering the customer service staff full and easy access to the details of each institution�s products, common processes and procedures. This information will give the customer service representatives the information necessary to resolve customers� and financial advisors� (IFA) queries, regardless of their complexity. IFDS will also extend the KANA IQ implementation to its institutional clients, ensuring the knowledge base is updated with the latest product and regulatory information. As a result, the contact center agents will have complete access to the latest intelligence for its customers.

�Customer service is a critical part of our client offering � and also the most sensitive area of their business,� explains Simon Hudson-Lund, Chief Operating Officer, IFDS. �When we ask clients to entrust their customer care to us, we must be sure that we can answer their customers� questions with the same degree of professionalism and courtesy as they would themselves � we are a true ambassador for their brand. With its emphasis on delivering easily-available, authoritative information directly to our customer service desktops, KANA IQ is a key element of our strategy.�

KANA IQ will help IFDS achieve the following customer service objectives:

  • Enhance Customer Service: By providing a single, easy-to-search knowledge base for all customer service queries, IFDS will increase still further its first-time call resolution. In an ever more complex and heavily regulated world, easy access to the latest information at all times is vital.

  • Drive Business Expansion: With its representatives already handling calls on behalf of 27 institutions, KANA�s technology will help IFDS to acquire further clients in a controlled manner.

  • Increase Profitability: KANA IQ will create highly productive, multi-skilled teams enabling IFDS to support ever greater call volumes.

�Financial institutions must adhere to customers� needs by not only ensuring superior customer service but also by following strict compliance guidelines,� said Marchai Bruchey, senior vice president of marketing & alliances at KANA. �With KANA IQ, customer service agents have easy and immediate access to the right information which leads to better customer interactions and also more productive agents. We�re delighted that IFDS is placing KANA�s technology at the heart of its expansion plans, and look forward to a long and exciting relationship.�

About International Financial Data Services (�IFDS�)

Is a 50/50 joint venture between affiliates of Boston-based State Street Corporation, a world leader in financial services providing investment servicing, investment management, trading services and investment research, and DST Systems Inc, a Kansas City-based leading provider of shareholder accounting services and proprietary systems. International Financial is today recognised as the world�s leading provider of ASP (Application Service Provision) and BPO (Business Process Outsourcing) solutions to the global collective investment industry, supporting over 13 million accounts for around 70 organisations, and with over 2,000 experienced staff based in three locations (Canada, Luxembourg & United Kingdom).

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