America West Taps KANA to Double Agent Productivity and Provide Superior Customer Service.

Business/Technology Editors

MENLO PARK, Calif.--(BUSINESS WIRE)--Aug. 13, 2001

Airline Strengthens Customer and Travel Agent Loyalty Through Quicker

Responses to Web Site Inquiries

KANA (Nasdaq: KANA), the leading provider of next generation eCRM solutions today announced that America West Airlines (NYSE: AWA), the nation's eighth-largest carrier, has successfully deployed KANA Response, a market-leading e-mail management solution, to strengthen relationships with its customers and business partners while reducing costs in the contact center.

After evaluating several vendors, America West chose KANA Response enterprise edition for customer service agents in multiple departments throughout the company. With KANA Response, America West has doubled its agent productivity and increased customer satisfaction.

"The KANA e-mail response system allows America West to respond to a high volume of customer inquiries from our web site, americawest.com, in an average of five hours," said Bernie Han, America West's senior vice president of marketing and planning. "That enables us to surpass customer expectations, given that the more intricate questions are quickly elevated to the appropriate customer service representative. KANA's solution is a vital component of America West's strategy of building loyalty with our direct customers and travel agents through our Web site services."

As part of its service and support solution, the KANA system provides the following functions:

-- Categorizes and routes questions, comments and inquiries to appropriate customer service agents

-- Automatically responds to certain inquiries for basic, standard information such as phone numbers and addresses and automatically suggests responses for others

-- Produces analytical data and reports on customer inquiries

"America West realizes that providing exceptional customer service is critical to being successful in what is an extremely competitive industry," said Bud Michael, executive vice president of marketing for KANA. "America West chose KANA given its market leading status and its proven track record with over 800 successful KANA Response implementations. As a result of implementing KANA Response, America West is able to further enhance its customer service capabilities, resulting in increased customer satisfaction and overall customer loyalty."

America West is one of nearly 1,200 companies world wide using KANA next generation eCRM solutions to drive better relationships with their customers by providing the highest level of customer service, consistently across all points of interaction. The KANA approach to customer relationship management technology combines a "best-in-class" eCRM architecture with cutting-edge enterprise and analytic applications that offer flexibility and functionality.

About America West

America West Airlines, the nation's eighth-largest carrier, serves 92 destinations with more than 900 daily departures in the U.S., Canada and Mexico. Along with its codeshare partners, America West serves more than 180 destinations worldwide. America West Airlines is a wholly owned subsidiary of America West Holdings Corporation, an aviation and travel services company with 2000 sales of $2.3 billion.

About KANA

KANA (NASDAQ: KANA) provides the industry's leading eCRM solutions to the largest businesses in the world, helping them to better service, market to, and understand their customer 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 eCRM Architecture with enterprise applications, KANA has become the fastest-growing provider 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 may include statements about KANA's strategies in the marketplace, 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; slowing economic conditions; competition in each of our marketplace; risks associated with the evolving and varying demand for eCRM customer communication and similar software; lack of market acceptance of KANA's products or services; inability to integrate and enhance existing products and services within budget and on schedule, and develop new products and services on a timely basis; introduction of new products or services by competitors; inability to attract and retain qualified employees; the ability to manage cash and expenditures; KANA's history of losses; the ability to expand sales; inability to manage business in light of recent management changes and personnel reductions; litigation over property rights; and general economic factors, particularly as it affects spending by our prospective customers on software products such as ours. 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 and the KANA logo are trademarks of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.