ADVISORY/KANA Executive to Present At IBM Nordic Banking Conference.

Business Editors/High-Tech Writers

ADVISORY...for Wednesday (June 2)

MENLO PARK, Calif.--(BUSINESS WIRE)--June 1, 2004

KANA(R) (NASDAQ: KANA), a leading provider of knowledge-powered customer service applications, today announced that Brian Kelly, executive vice president of marketing and product strategy at KANA, will be presenting a session entitled "Can I put you on hold? - Achieving customer service success through Service Resolution Management," at the upcoming IBM Nordic Banking Conference.

Who: Brian Kelly, executive vice president of marketing and product strategy, KANA

What: Over 80% of the time spent on a customer inquiry over the phone or in the branch is spent finding and communicating the correct answers to your customer's specific questions. In order to improve customer service levels, financial services organizations should transform call center operations to provide more responsive customer service, adapt quickly to market opportunities and business emergencies, and handle the increasing volumes and complexity of inquiries without costly personnel additions. Attendees of this session will learn how KANA applications optimized for financial services can significantly improve service resolution management through rapidly deployable solutions that automate the customer requests most common to banking. This session will also include best practices for service resolution management in on-demand environments.

When: Wednesday, June 2, 2:30-3:15 p.m. CEST

Where: The IBM Nordic Banking Conference, Stockholm, Sweden

KANA's service resolution management applications address the needs of Global 2000 organizations in key vertical markets, giving businesses a competitive advantage and increasing their ability to service, market to and understand their customers. Companies around the world benefit from KANA's knowledge-powered approach to managing customer relationships, which combines sophisticated analytics with thin-client Web architecture to deliver extraordinary customer interactions that decrease costs and drive revenue.

About KANA

KANA (NASDAQ: KANA) provides enterprise customer support and communications applications enabling organizations to better service, market to, and understand their customers and partners. Optimized for specific vertical industries, KANA's Service Resolution management applications are in use at more than half of the world's largest 100 companies. An award-winning, modular suite of CRM applications available on J2EE and .Net, KANA's service resolution management applications enable customers to do business when, where and how they want, improving customer experiences while decreasing costs in contact centers and marketing departments. KANA's partner-centric business model includes strategic relationships with the largest systems integrators in the world to support and sell KANA's service resolution management applications. For more information visit www.kana.com.

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

Information in this release regarding KANA's expectations, beliefs, and intentions are forward-looking statements that involve risks and uncertainties. These statements include statements about KANA's customers' expected benefits and results from KANA applications. All forward-looking statements included in this release are based upon information available to KANA as of the date of this 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: competition in our marketplace, including introductions of new products or services, or reductions in prices by competitors; 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; inability to attract and retain qualified employees, to manage cash and expenditures or to expand sales; inability to manage our business in light of recent personnel reductions; KANA's history of losses; the effect of potential military action and terrorist activities; and slow 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 and are discussed in KANA's filings with the Securities and Exchange Commission, including our most recent annual report on Form 10-K and our quarterly reports on Form 10-Q.

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.