Egg France Utilizes KANA's eCRM Application to Provide Superior Customer Service to its Growing Customer Base.

Business Editors/High-Tech Writers

MENLO PARK, Calif.--(BUSINESS WIRE)--July 15, 2003

French Online Bank Depends on KANA Response to Manage Customer

Inquiries at a Reduced Cost

KANA(R)(NASDAQ:KANA), a leading provider of enterprise customer support and communications applications, today announced that Egg France, the French branch of the leading online financial services provider, has dramatically extended its customer service offerings with the use of KANA Response(TM) software. Egg France has implemented KANA Response, a leading e-mail management solution optimized specifically for the financial services industry, to handle the influx of incoming e-mail inquiries from customers due to the expansion of its Web-based service initiatives.

Egg France launched its first product in France, la Carte Egg, in November 2002, and in the first two months of the credit card's availability, 69,000 customers applied. Egg France needed a scalable eCRM application to meet the needs of its growing customer base and to maintain its reputation for providing outstanding service.

"As we started our operations in France, we looked for an eCRM solution that would be able to scale to our needs through any expansion plans," said Philippe Nyls, director of client services at Egg France. "Based on a modular architecture, KANA Response supports us in achieving our goals for extraordinary customer service with a Web-architected e-mail management application that easily integrates with our legacy systems, provides robust reporting capabilities and supports the specific needs of our industry."

Using KANA's eCRM application, Egg France has the ability to provide an immediate and automatic acknowledgement for all customer e-mails. Incoming e-mails are categorized, allowing the bank to keep track of customer needs while coordinating responses from the most knowledgeable person within the department. In addition to improved response to customer inquiries, Egg France has already reduced costs and made contact center agents more productive as a result of its deployment of KANA Response.

"As Egg France increased its customer base and customer service offerings, it needed a cost efficient application, like KANA Response, to quickly answer time-sensitive customer e-mail inquiries," said Tom Doyle, president of KANA. "Financial services companies, like Egg France, look to KANA's knowledge of the industry and robust contact center applications for a rapid return on investment while meeting specific business needs and reducing costs in the contact center."

An integral component of the KANA iCARE(TM) suite, KANA Response is the most effective and widely used e-mail management system in the world. It provides companies like Egg France with world-class agent-assisted service with fast, high volume, intelligent, automated e-mail, Web and instant messaging request management. KANA Response is part of a set of industry-specific applications and customizations established by KANA to address the unique needs of the financial services industry. Financial services companies leverage KANA applications to provide easy access to information for customers seeking answers about time-sensitive issues.

KANA has established a set of industry-specific applications and customizations to address the unique needs of this market. These applications help financial services organizations:

-- Move customer interactions to lower cost channels;

-- Provide 24x7 self-service options for customers;

-- Provide easy access to information for customer services

representative and customers seeking answers about financial

services

-- Provide a universal customer view for contact center agents to

ensure rapid, high-quality interactions;

-- Deliver proactive notification of changes in services and

special offers through e-mail, Web and phone channels and;

-- Dramatically reduce agent training costs and time.

KANA has also developed vertical specific industry applications for companies in other customer-centric industries, including healthcare, telecommunications, high technology, retail, government and higher education.

KANA provides eCRM applications optimized for specific industries to drive better relationships through effective, efficient interactions with customers at all points of contact (self-service, Web collaboration, phone, e-mail, live chat) and throughout the enterprise. KANA's industry-specific applications and customizations address the unique needs of Global 2000 organizations in these markets, giving businesses a competitive advantage and increasing their ability to service, market to and sell to their customers. Companies around the world benefit from KANA's customer-centric approach to managing customer relationships, which combines sophisticated analytics with thin-client Web architecture to deliver extraordinary customer interactions that decrease costs and drive revenue.

About Egg

According to the latest findings from Nielsen / Netratings Internet, www.egg.com is the most visited online financial services provider in the World. Egg plc is the UK's leading financial services provider, providing banking, insurance, investments, mortgages and a shopping portal through its Internet site and other distribution channels. Egg plc floated on 12 June 2000 raising proceeds of approximately GBP150 million and is listed on the London Stock Exchange. Prudential plc continues to hold 79% of the share capital.

About KANA

KANA (NASDAQ: KANA) provides enterprise customer support and communications applications enabling organizations to better service, market to, and understand their customers and partners. Optimized for specific vertical industries, KANA's iCARE applications are in use at more than half of the world's largest 100 companies. An award-winning, modular suite of eCRM applications available on J2EE and .Net, KANA iCARE applications enable customers to do business when, where and how they want, improving customer experiences while decreasing costs in contact centers and marketing departments. KANA's partner-centric business model includes strategic relationships with the largest systems integrators in the world to support and sell KANA iCARE. 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. These statements include statements about KANA's expected revenue, operating results, EBITDA, cash flows, long-term success, new business and market position. 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 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 eCRM 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, and KANA Software, KANA iCARE, KANA Contact Center, KANA IQ, KANA ResponseIQ, KANA Response, KANA Marketing, KANA iCARE Analytics and the KANA logo are trademarks of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.