AFC Selects Kanisa5 to Automate Customer Service Resolution for Agents and Customers Worldwide.

Business Editors/High-Tech Writers

CUPERTINO, Calif.--(BUSINESS WIRE)--May 18, 2004

Kanisa Inc., a leading provider of knowledge-empowered customer service applications, today announced that AFC(R), The Acronym for Access(SM), has licensed two applications from the recently launched Kanisa5 Suite: Kanisa Support Center and Kanisa Support Site. AFC, a leading developer and manufacturer of broadband access solutions for the global telecommunications industry, will deploy Kanisa Support Center to automate the service resolution process for its support analysts globally. The Kanisa Support Site application will automate problem resolution for thousands of customers on AFC's self-service website.

"Kanisa provides true business applications for the service resolution process in a comprehensive resolution platform," said Mike Drennan, director of customer support at AFC. "Our deployment of Kanisa5.5 has enabled AFC to increase call resolution at our frontline support tier by over 400 percent. Prior to Kanisa, our resolution rate at our frontline was under five percent. In just over a month of using Kanisa5.5, our frontline resolution rate has achieved a 4x increase to over 25 percent."

Kanisa Support Center's features align perfectly with the needs of support center analysts. Tools including diagnostic search, interview scripts, collaboration, automated customer replies, and pre-populated case notes provide analysts with complete functionality for service resolution. Kanisa Support Center will be tightly integrated with AFC's Remedy CRM application so that customer information and case context direct the optimal workflow and resolution process in the Kanisa application.

The information support analysts need is stored in disparate systems, data sources, and repositories. Before Kanisa, AFC support analysts were faced with more than a dozen repositories which included information such as technical data, engineering specifications, case notes, and user guides. With Kanisa, they have one universal knowledge management platform that can pull the answers they're looking for from anywhere in the enterprise, regardless of the format in which it is stored. This translates into more effective agents and more satisfied customers.

At least 50% of calls that come into AFC support centers can be answered through self-service. Using Kanisa Support Site, AFC will soon be able to provide intelligent and immediate answers for many customers through an intuitive search experience.

"We believe Kanisa's Support Center and Support Site will make our support analysts more effective," continued Drennan. "Instead of answering repetitive inquiries that can be handled most efficiently through self-service, they will now be free to focus their time on complex calls that require human assistance."

"We are delighted to work with a company that is so focused on high-quality customer support," said Bruce Armstrong, CEO of Kanisa Inc. "AFC's vision to extend its CRM infrastructure to create a universal knowledge platform was a perfect fit for Kanisa5. By providing a 360-degree view on problem resolution, Kanisa5 will make AFC's agents and customers far more successful at resolving problems quickly."

About Kanisa5

Kanisa5 is a complete suite of knowledge-empowered customer service applications that automate the problem resolution process and make it easy for customers to find information. Kanisa5 includes the following applications:

-- Kanisa Support Center: helps support analysts with each step

of the resolution process

-- Kanisa Support Site: empowers customers with knowledge to help

them avoid and solve problems themselves

-- Kanisa Expert Forums: enables customers to help each other

while providing the support team with valuable feedback

-- Kanisa Site Search: understands customers in their own words

to guide them to the most appropriate sales, marketing, or

customer service resources

About AFC

Headquartered in Petaluma, Calif., AFC is a leading provider of broadband access solutions for the global telecommunications industry. With a customer base of more than 800 service providers worldwide, AFC continues to build and support the world's evolving broadband access network architecture. Advanced Fibre Communications, Inc., AFC, and the AFC logo are registered trademarks and The Acronym for Access is a service mark of Advanced Fibre Communications, Inc. Copyright 2004. All rights reserved. Any other trademarks are the property of their respective owners. For more information, please visit AFC online at www.afc.com or call 1-800-690-AFCI.

About Kanisa

Kanisa is the leading provider of knowledge-empowered customer service applications that drive efficiency, revenue, and customer satisfaction. Kanisa applies knowledge to optimize customer-facing business processes in support centers, service portals, and web sites. Industry-leaders including Microsoft, HP, Apple Computer, Ford, and Novartis rely on Kanisa applications to deliver world-class customer service. Kanisa is headquartered in Cupertino, CA.