Convergys and Kana to Market & Implement Large-Scale On-line Customer Communication Solution.

GENEVA, Switzerland & PALO ALTO, Calif.--(BUSINESS WIRE)--Oct. 11, 1999--

Convergys Corporation, the global leader in providing outsourced, integrated, customer care and billing services, announced today from Telecom '99 in Geneva that it has entered into a joint marketing agreement with, and made an equity investment in, Kana Communications, a premium provider of customer communication software products and services for e-Businesses. This agreement (concluded before the Kana IPO) calls for the companies to market and implement the Kana Customer Messaging System(TM) (CMS) to provide a complete, fully integrated solution for customer communication on the Internet.

The Kana Customer Messaging System is an enterprise-class, customer communication management solution that brings sophisticated, scaleable call center functionality to Internet customer communications. Convergys will utilize the application to enable its clients to respond quickly and personally to e-mail, reduce costs, improve efficiency in the response process, and meet regulatory requirements. Concurrently, Convergys will gather valuable real-time customer data its clients can turn into a competitive advantage.

"Kana is a premium provider of on-line customer communication management solutions, and Convergys is the acknowledged leader in customer relationship management. It is a natural synergy for Convergys and Kana to work cooperatively to offer the expanding Internet customer management market a solution that we feel will define customer communication over the Internet," said Michael McCloskey, president and CEO of Kana Communications. "Convergys' call center and teleservices expertise will greatly enhance our own Internet customer contact solution set to produce a comprehensive offering."

"Our joint announcement today with industry-leader Kana Communications signals yet another step forward in our continuing effort to deliver all the vital technologies required for effective e-commerce and Internet-based customer care and billing," said Dave Dougherty, president of Convergys Customer Management Group. "Working together, recent acquisitions such as Technology Applications, Inc., alliances with leading-edge technology companies such as Kana Communications, and our unparalleled operational experience and expertise will allow customers to reach our Internet-driven clients through the medium of their choice. Ultimately, our clients will be able to build lasting relationships with their customers through connections in every available channel of communication."

"Companies are now realizing they must build solutions capable of managing communication through multiple channels in an optimal manner, rather than attempting to dictate what channel a customer must choose," said Roberto Lartigue, analyst for Dataquest, a GartnerGroup company. "The partnership of Kana and Convergys should deliver a robust solution for companies seeking to manage customers through mission-critical call centers, and rapidly growing e-mail and Web touch points."

About Kana Communications

Kana Communications is a leading provider of strategic online customer communications solutions. The company develops, markets and supports an integrated suite of e-business infrastructure solutions that allow companies to manage high volumes of inbound and outbound e-mail and Web-based communications, while facilitating the delivery of targeted and personalized information to each customer.

Kana offers a range of online customer communication products that facilitate customer acquisition, revenue generation, and customer services. The company has more than 100 customers across many industries, including financial, Internet, retail, technology, airlines, communications and call centers, among others.

Kana Communications, founded in 1996, is based in Palo Alto, California, with offices in Atlanta, New York, Chicago, Dallas, Los Angeles, Baltimore, Detroit, and London. For more information about the company, please visit Kana's web site at http://www.kana.com or call Jason Cigarran at [phone].

About Convergys

Convergys Corporation (NYSE: CVG) is the global leader in providing outsourced, integrated, customer care and billing services, bringing together world-class resources and expertise to help clients transform customer relationships into a competitive advantage.

Convergys software produces more than one million bills each day, and Convergys call centers handle more than one million calls each day.

Convergys provides customer care, billing and employee care services to the top companies in a wide range of industries, including communications, Internet, cable and broadband services, technology, consumer products, financial services, utilities, healthcare and hospitality. Headquartered in Cincinnati, Ohio, Convergys employs over 35,000 people in its 35 call centers and in its data centers and other offices in the United States, Canada, and Europe. Convergys is on the Internet at convergys.com

Convergys is pronounced: kun VER jis Convergys and the Convergys logo are service marks of Convergys Corporation. Kana Communications, Kana, and the Kana logo are trademarks of Kana Communications.