KANA to Host SSPA Webinar on Maintaining the Customer Experience Amidst Rapid eChannel Adoption

MENLO PARK, Calif. --(Business Wire)-- Sept. 21, 2006 -- KANA Software Inc. (PinkSheets: KANA.PK), a world leader in multi-channel customer service, today announced that it will co-host a Webinar with the Service & Support Professionals Association (SSPA) on Thursday, September 21, 2006 at 11:00 a.m. PDT. Lead by KANA and SSPA Vice President of Research John Ragsdale, the Webinar will examine the tremendous growth and adoption of eChannels, including email, chat and Web self-service, and outline best practices for meeting this increased demand while maintaining an exemplary customer experience.

Click here to learn more about e911 and its impact on VoIP

Click Here to Learn How You Can Profit from IP Communications. Live, in Person at INTERNET TELEPHONY Conference & EXPO West 2006 in San Diego.

IPTV is coming fast. Educated service providers will reap profits first. Learn how at FierceMarkets' IPTV Evolution Workshop this fall.

Get Your IMS Education from The Expert Team at INTERNET TELEPHONY Magazine and TMCnet. This Fall in San Diego at IMS Expo.

Who: Charlie Isaacs, CTO at KANA, and John Ragsdale, Vice President of Research at the SSPA

What: Mr. Isaacs and Mr. Ragsdale will present a live Webinar entitled, "eChannel Domination: Chat, Email and Web Self-Service Drive the Customer Experience." According to SSPA research, eChannels currently constitute 49 percent of all service interactions and are expected to bypass phone volume for the first time by the end of the year. This informative Webinar will outline the various factors and trends driving the explosion of eChannel interactions, while exploring channel usage consistency across technology segments and customer demographics. In addition, the two industry experts will offer timely tips and best practices for leveraging eService technologies to effectively manage this growth without increasing costs or impacting the customer experience.

When: Thursday, September 21, 2006 at 11:00 a.m. PDT/ 2:00 p.m. EDT

Where: Register at: http://www.kana.com/news.php?pressID=261

About the SSPA

Founded in 1989, the Service & Support Professionals Association (SSPA) has grown to become the largest and most influential industry trade group for technology service and support professionals. Its nearly 200 member companies represent tech support, field service and customer relations organizations around the globe. Far from being a staid industry association, the SSPA is chartered with bringing together the service and support community's best and brightest minds to deliver a relevant blend of market research, programs, certifications including prestigious J.D. Power and Associates Certified Technology Service & Support, networking, media and analyst relations, education and other information resources. For more information visit www.thesspa.com.

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 demand for multi-channel customer service solutions, and KANA's growth and success. 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.