Briefs

Menlo Park, Calif. - September 24, 2001 Kana Inc. released its first integrated
E-customer-relationship management product suite since its June merger
with Broadbase Software Inc., a maker of analytical
customer-interaction tools.

The Intelligent Customer Acquisition and Retention for the Enterprise
Suite, or iCare, simplifies the functions of all Kana and Broadbase
products to let companies manage customer interactions across multiple
channels. It also gives businesses access to a single view of customer
interaction data gathered across contact-management centers, customer
self-service sites, and marketing departments.

The package consists of six components, all designed to facilitate
quick responses to customer-service inquiries and improve marketing
efforts.

KANA Contact Center(tm) 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.

KANA IQ(tm) � Brings together a self-service solution for customers
along with an assisted-service solution for contact center agents.
KANA IQ The new KANA IQ release announced today adds an automated
learning algorithm that automatically adjusts suggested solutions
based on past experience. In addition, rapid categorization and
enhanced workflow notification speed knowledge base development and
maintenance.

KANA ResponseIQ(tm) integrated e-mail management and robust knowledge
products.  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(tm) The most effective and widely used e-mail management
system in the world, KANA Response provides world-class agent-assisted
service with fast, high volume, intelligent, automated e-mail, Web,
and instant messaging request management.

KANA Marketing(tm) provides marketing organizations with more tools to
build lasting relationships with their customers, including new rapid
segmentation and recurring campaign functionality. New segmentation
tools enable users to create lists quickly within analytic and data
mining applications.

The newest release of KANA Marketing supports millions of outbound
e-mails per day, while also leveraging the industry-leading inbound
e-mail handling capabilities of KANA Response.

KANA iCARE Analytics(tm) Enables companies to measure and continuously
improve customer service, marketing and commerce operations across all
touch points. KANA iCARE Analytics is integrated into KANA�s
customer service and marketing operational applications, resulting in
the ability to continually improve knowledge base and e-mail template
content, to track and optimize activity within multi-channel contact
centers and marketing departments

For more information about Kana, see www.kana.com