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KANA Recognized for Highly Scalable eCRM Solutions

KANA, a leading provider of external-facing eCRM solutions, and BroadVision Inc announced that they have expanded their relationship and commitment to portal-based solutions that will offer organizations the ability to provide a single point of access for all information as well as customer and employee facing services. As a result, organizations will be able to benefit from the industry leading KANA iCARE eCRM solutions to dramatically improve on-line experiences for the users while keeping costs at a minimum.

"KANA's iCARE suite represents the 'best in class' solution for eService," said Bill Zujewski, vice president of product marketing at BroadVision. "In today's customer-driven economy, enterprises that deploy the iCARE suite in conjunction with BroadVision's portal will not only see a rapid return on their investment through cost savings in their contact center, but also have a real competitive advantage through their ability to provide the highest level of service to their customers."

The KANA iCARE suite is the industry's only complete and fully integrated eCRM solution that makes it possible for companies to handle an increasing number of customer interactions and improve customer experiences while decreasing costs in contact centers and marketing departments. KANA iCARE's Web-architected solutions can scale and adapt as a business grows and promote greater understanding of the customer by providing a single, closed-loop view of the customer to the enterprise.

BroadVision's portal framework integrates easily with each of KANA's external-facing eCRM solutions, enabling BroadVision customers to dramatically enhance both in-bound and out-bound customer service. The KANA iCARE suite includes:

• KANA Contact Center software is a multi-channel customer service application for contact centers that provides complete request management, solution publishing, self-service capabilities, and extranet workflow for complete, high-quality service at lower cost. With analytics integrated into the solution, KANA Contact Center optimizes the performance of a multi-channel contact center by dramatically improving agent efficiency and identifying the most profitable customer relationships.
• KANA IQ software brings together a self-service solution for customers with an assisted-service solution for contact center agents. KANA IQ is a robust knowledge base that enables customers and agents alike to quickly and accurately locate the information they need, resulting in increased customer satisfaction and agent productivity -- all while reducing queue times and low-value interactions. KANA IQ adds an automated learning algorithm that adjusts suggested solutions based on past experience. In addition, rapid categorization and enhanced workflow notification speed knowledge base development and maintenance.
• KANA ResponseIQ software provides organizations with an intelligent e-mail management suite that enables companies to better manage e-mail responses to customer inquiries by leveraging a common knowledge base that responds to requests through all communications channels. E-mail responses can link directly to a self-service session where customers can immediately resolve their own questions, automatically removing cases from queue and saving agent time.
• KANA Response software is the most effective and widely used e-mail management system in the world and provides world-class agent-assisted service with fast, high volume, intelligent, automated e-mail, Web, and instant messaging request management. KANA Response enables companies to respond faster and more accurately to customer requests, increasing customer satisfaction and agent productivity.
• KANA Marketing software is an enterprise-grade, ultra-scalable multi-channel marketing automation solution, providing marketing organizations with tools to build lasting relationships with their customers, including rapid segmentation and recurring campaign functionality. Segmentation tools enable users to create lists quickly within analytic and data mining applications. The integrated solution enables marketing departments to increase response rates and grow the number of campaigns by automating the process of running continuous, recurring and ultra-personalized campaigns. KANA Marketing supports millions of outbound e-mails per day, while also leveraging the industry-leading inbound e-mail handling capabilities of KANA Response.

"The combination of BroadVision and KANA products has already experienced tremendous joint success in the eGovernment project for the State of California. Together, we were able to meet the large-scale requirements of California, the 6th largest government entity in the world today, enabling the state to achieve award winning and widely recognized levels of Web-based citizen communication and service," said Bud Michael, executive vice president of products and marketing for KANA. "BroadVision's endorsement of KANA through our recently expanded relationship is a valuable testament to KANA's proven ability to provide customers with the most effective eCRM solution on the market."

Nearly 1,300 companies worldwide are using KANA next generation eCRM solutions to drive better relationships through effective, efficient interactions with customers at all points of contact (Web collaboration, phone, e-mail, live chat) and throughout the enterprise. The KANA approach to customer relationship management technology solutions combines sophisticated analytics with thin-client Web architecture to deliver extraordinary customer interactions that decrease costs and drive revenue.

About BroadVision

BroadVision's enterprise self-service applications create immediate business value by transforming the way organizations do business -- moving relationships to a personalized, self-service model that enhances growth, reduces costs and improves productivity. Leading global companies use BroadVision to power their enterprise self-service initiatives -- using the web and wireless devices to unify and extend an enterprise's applications, information and business processes to serve its employees, partners and customers in a personalized and collaborative way. For more information about BroadVision Inc, call 650-542-5100, email info@broadvision.com or visit www.broadvision.com.

About KANA

KANA provides the industry's leading external facing eCRM solutions to the largest businesses in the world, helping them to better service, market to, and understand their customers and partners, while improving results and decreasing costs in contact centers and marketing departments. Through comprehensive multi-channel customer relationship management that combines the best-in-class KANA iCARE Architecture with enterprise applications, KANA has become one of the fastest-growing providers of next generation eCRM technology. The company's customer-focused service, marketing and commerce software applications enable organizations to improve customer and partner relationships by enabling them to productively interact when, where and how they want - across all touch points, including Web contact, Web collaboration, e-mail, and telephone. KANA's global customer base includes Global 2000 organizations in the financial services, manufacturing, high technology, communications, retail and services markets. ADP, Chase, E*Trade, GAP, GM, Hewlett-Packard, Kodak, Sony, United Airlines, Verizon, and Williams Sonoma are among the industry leaders that have implemented KANA's eCRM solutions. KANA has locations in 22 countries worldwide, in addition to an extensive global network of channel partners. For more information, please visit www.kana.com.

Contact KANA, Jessica Hohn, 508-653-4000, jhohn@kana.com.