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MENLO PARK, Calif.--(BUSINESS WIRE)--Aug. 8, 2005--KANA Software, Inc. (NASDAQ: KANAE), a leading provider of Service Resolution Management (SRM) solutions, today announced its applications will leverage the open Unstructured Information Management Architecture (UIMA) introduced by IBM and support implementations with IBM WebSphere Information Integrator OmniFind Edition. This will allow KANA customers to search based on concepts and facts, and access information that was previously hidden in unstructured content. Access to this information will ensure faster resolution of customer inquiries and more knowledgeable customer service agents.

Unstructured content exists throughout the contact center and enterprise, and can include documents, images, comments and note fields, e-mails, digital images and other rich media. It is generally unsearchable by traditional methods that leverage meta-data tagging and cataloguing. Often, this information is critical intellectual property that can help customers and agents alike find answers and resolve service issues more quickly.

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