ADC Experiences Remarkable Return on Investment Through the Use of KANA's External-Facing Contact Center Solutions.

Business/Technology Editors

MENLO PARK, Calif.--(BUSINESS WIRE)--April 23, 2002

Leading Telecommunications Company Experiences Dramatic Improvement in Customer Satisfaction and Productivity in Global Call Centers

KANA(R) (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, today announced that ADC, a global supplier of transmission and networking systems, has seen a dramatic reduction in call center costs and improvement in customer satisfaction through the deployment of KANA's Web-architected contact center solutions. Through the use of KANA IQ(TM) software, ADC has seen a 25 percent reduction in calls to its global contact centers and more than 8,000 hits per month to the company's external knowledge base, creating significant cost savings and delivering more rapid customer care.

After evaluating several vendors, ADC chose KANA IQ to alleviate call center inquiry overload. With KANA IQ, ADC compiled and centralized its data in one location, ensuring that all customer service representatives could provide accurate and consistent answers to frequently asked questions. ADC is now able to capture frequently asked questions, allowing first-tier call center agents to answer most queries and making second-tier agents available to handle complex ones. The company is now providing better service to its customers by allowing them to find answers independently through an online knowledge base, and ADC's customer support staff efficiency has also improved.

"Not only have we been able to improve the customer experience through the use of KANA IQ, the return on our investment exceeded our expectation," said Candyce Anderson, business analyst at ADC. "Through quick access to information, ease of use, multiple searching options, and a flexible knowledge base, the company has quickly benefited from KANA's Web-architected solutions. In addition, the agents in all different call center locations worldwide appreciate having one centralized location for finding answers to customer questions."

An integral component of the KANA iCARE(TM) suite, KANA IQ is a robust knowledge base that brings together a self-service solution for customers along with an assisted-service solution for contact center agents. KANA IQ enables ADC's 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.

"ADC recognized a need for a complete, intelligent service solution that would substantially improve productivity and create satisfying customer experiences," said Bud Michael, executive vice president of products and marketing for KANA. "With KANA IQ, ADC is able to be more efficient and provide unprecedented levels of customer service, resulting in a dramatic return on investment."

Based on the success ADC has experienced with KANA IQ, the company recently deployed several knowledge bases for internal use and has already experienced a significant increase in usage. ADC attributes much of the success to the product's functionality and plans on additional KANA IQ deployments in the coming months.

ADC is one of nearly 1,300 companies worldwide 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 ADC

ADC is The Broadband Company(TM). ADC tailors high-quality, custom solutions of network equipment, fiber optics, software and systems integration services that enable communications service providers to deliver high-speed Internet, data, video and voice services to consumers and businesses worldwide. ADC (Nasdaq: ADCT) has operations in nearly 100 countries and is included in the Standard & Poor's 500 Index and the Nasdaq 100 Index. Learn more about ADC Telecommunications, Inc. at www.adc.com.

About KANA

KANA (NASDAQ: 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.

Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995:

Information in this release that involves KANA's financial forecasts, projections, expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about KANA's expected profitability, cash flow, revenue, margins, expenses, growth and new business, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to KANA as of the date of the release, which may likely change, and we assume no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. Factors that could cause or contribute to such differences include, but are not limited to, risks associated with the merger with Broadbase and integration of the companies; risks associated with lack of market acceptance of KANA's products or services; inability to enhance and develop our products and services within budget and on schedule; competition in our marketplace, including introduction of new products or services, or reductions in prices, by competitors; inability to attract and retain qualified employees, to manage cash and expenditures or to expand sales; inability to manage business in light of recent management changes and personnel reductions; KANA's history of losses; and trends and uncertainties slowing and uncertain economic conditions, particularly as they affect spending by our prospective customers on eCRM and similar enterprise software products. These and other factors are risks associated with our business that may affect our operating results are discussed in KANA's filings with the Securities and Exchange Commission ("SEC"), including our most recent annual report on Form 10-K and quarterly report on Form 10-Q, and registration statement on Form S-4.

NOTE: KANA is a registered trademark, and KANA Software, KANA iCARE, KANA Contact Center, KANA IQ, KANA ResponseIQ, KANA Response, KANA Marketing, KANA iCARE Analytics and the KANA logo are trademarks of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.