Bright House Networks Relies on the KANA eService Suite to Make its Customer Service Shine.

MENLO PARK, Calif. -- KANA Professional Services Helping Video, Voice and Data Services Provider Implement an Integrated, Multi-Channel Customer Service Environment

KANA Software, Inc. (Pinksheets: KANA.PK), a world leader in multi-channel customer service, today announced that Bright House Networks, a leading provider of video, voice and data services, is leveraging the KANA eService suite to implement a multi-channel customer service strategy. With the assistance of KANA Professional Services, Bright House Networks will ultimately customize and deploy three KANA solutions, fulfilling its vision to deliver consistent, managed service across all channels, including email, chat, telephone and the Web.

Bright House Networks delivers cutting-edge video, voice and data services, including Video-on-Demand (VOD), Digital Video Recorders (DVR), High Definition Television signals (HDTV), high-speed data services (HSD) and Digital Phone. With more than two million customers in several large markets, including Tampa Bay, Orlando, Indianapolis, Birmingham, Bakersfield and Detroit, the company has made exceptional customer service a top priority. In keeping with this mission, Bright House has implemented KANA Response, KANA's industry-leading email response management application and KANA IQ, the company's award-winning knowledge base for self- and assisted-service. The goal is to empower customers to contact the company through their channel of choice, whether email, chat, telephone or the Web, while providing agents with the complete history of all interactions, regardless of channel.

KANA Professional Services has played an instrumental role in helping Bright House optimize its KANA solutions, most recently during its KANA IQ implementation. Faced with an increasingly technical product line, the company is consolidating information stored in various locations, including intranets and online FAQ's, creating a single source of knowledge that powers agent-assisted and Web self-service interactions. KANA experts have been on site throughout the implementation process, working with Bright House to customize KANA IQ and listening to agents handling calls to fine tune processes within the system. With the assistance of KANA Professional Services, the initial deployment is scheduled to go live later this year.

"It has been invaluable having KANA Professional Services on site during the implementation process," said Dave Cyril, senior director of interactive systems at Bright House Networks. "KANA experts have gone above and beyond to meet our needs, introducing us to new features, customizing the system and demonstrating best practices for getting the biggest bang for our buck. With their help, we are well on our way towards realizing our vision of an integrated, multi-channel customer service environment."

Over the next couple of months, KANA Professional Services will help Bright House conduct a proof of concept for KANA Response Live, a comprehensive solution for live chat and Web collaboration. The company hopes to improve its online conversion rate by leveraging KANA Response Live's proactive chat capabilities to identify and reach out to customers before they abandon transactions on the Web.

Bright House Networks first turned to KANA in 2004 for help streamlining its email channel. At the time, agents were using Outlook to manually reply to customer e-mails, but this system was inefficient and lacked the tracking and reporting capabilities necessary to provide visibility into the contact center's efficiency and effectiveness. Bright House selected KANA Response because it provided powerful automation and intelligent routing capabilities in addition to integrating well with its contact center platform from Aspect Software. Having recently completed an upgrade, the company has experienced tremendous success with KANA Response to date, effectively managing hundreds of emails each day while responding to 98 percent of requests within 24 hours.

"Bright House is a great example of a company that is 'right channeling' its customers to foster customer satisfaction and retention," said Marchai Bruchey, chief marketing officer at KANA. "As leading companies like Bright House look to deploy integrated, multi-channel customer service environments, they continue to turn to KANA for the industry's most scalable solutions for eService, call centers and Web self-service."

About KANA

KANA is a world leader in multi-channel customer service. KANA's integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it. KANA's clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. 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 forecasts, projections, expectations, beliefs, and intentions are forward-looking statements that involve risks and uncertainties. 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 include statements about KANA's customers' expected benefits and results from KANA applications. 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 SRM 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 of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.