Dutch Parliament Builds Public Dialogue using KANA; KANA Response Helps Tweede Kamer Answer 6,400 E-Mails per Week and Save 25% on HR Costs.

MENLO PARK, Calif. -- KANA Software, Inc. (NASDAQ: KANAE), a leading provider of Service Resolution Management (SRM) solutions, today announced that the Dutch parliament's House of Representatives, 'Tweede Kamer,' is using KANA Response, the world's leading e-mail response management solution. KANA Response allows the Dutch parliament to create a dialogue between its 150 members and the public, and to enhance internal communications.

As the main chamber of parliament, Tweede Kamer is where members of Parliament discuss proposed legislation and review of the actions of the cabinet. Its members monitor developments in Europe and work to engage the public in the political process. Members of the public and journalists use Tweede Kamer's website to submit requests, which KANA Response analyzes and routes to the relevant individuals. KANA's technology guarantees that members of Parliament, as well as the press office and HR department, can provide quick, consistent responses to the more than 6,400 public queries received each week. They are also saving 25 percent on HR costs, because it now takes fewer people to handle queries.

"KANA Response enables us to cater to frequent peaks in e-mail traffic," explains Andre van der Meer, Program Manager e-Parliament, Tweede Kamer. "For example, the recent referendum on the European Constitution saw us handling significantly higher volumes of e-mail than usual. With KANA, we are able to handle more calls with less people."

Most importantly, KANA can be programmed to recommend responses to e-mails on particular topics so that replies are consistent with the main message. KANA also provides comprehensive reports, which show details of e-mails received (e.g., how many received, by whom, and on what topics). These reports are essential for planning future political campaigns and helping manage e-mail traffic.

"KANA helps organizations respond to queries faster, more accurately and at a lower cost," said Brian Kelly, EVP of Corporate Strategy at KANA. "The Tweede Kamer story is a great example of how KANA can create a mutual win for both the general public and the public sector."

About KANA

KANA is a leading provider of Service Resolution Management (SRM) solutions that improve customer satisfaction, reduce service costs, and increase revenues. KANA's award-winning suite of customer service solutions for assisted, self, and proactive service enables companies to resolve customer requests quickly and accurately across multiple channels. Built on the industry's most advanced web architecture, KANA's solutions are in use at more than half of the world's largest 100 companies. For more information visit www.kana.com

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