Art's Under 5 NAZ Traders

[Art2Gecko]

KANA - KANA Receives 'Positive' Rating in Gartner's E-Mail Response Systems MarketScope

Vendor Report

Business Editors/High-Tech Writers

MENLO PARK, Calif.--(BUSINESS WIRE)--April 5, 2004--KANA(R)
(NASDAQ: KANA), a leading provider of knowledge-powered customer
service applications, today announced that it earned a 'Positive'
rating in Gartner Inc.'s recent "MarketScope: E-Mail Response
Management Systems," research note. This rating is determined by the
analysts' interaction with prospects, vendors, consultants and
integrators, and in evaluating and analyzing the market as a whole.(1)
Published in March by Gartner, Inc., a premier research and
advisory firm, the report analyzes and positions e-mail response
vendors against the Gartner MarketScope rating framework based on the
following evaluation criteria: Basic ERMS, Advanced ERMS, Knowledge
and Content Management, Expandability, Open Architecture and
Mindshare.
"We consider our Positive rating in Gartner's E-Mail Response
Management Systems MarketScope to be further confirmation of the
significant impact KANA solutions have within our customer base," said
Brian Kelly, executive vice president of products and marketing at
KANA. "Through the use of our knowledge-powered applications,
organizations are able to reduce costs and deliver better, faster
service resolution management through e-mail and other key channels."
An integral component of the KANA iCARE(TM) suite, KANA Response
is one of the most effective and widely used e-mail management systems
in the world. It provides customers with world-class, agent-assisted
service with fast, high volume, intelligent, automated e-mail, Web,
and instant messaging request management.
"We believe that, in rating KANA as positive, Gartner is
recognizing what we have known for a long time -- KANA provides the
knowledge-powered applications we need to effectively meet customer
expectations for fast and efficient service resolution," said Ron
Rose, CIO of Priceline. "KANA enables us to meet our objective of
improving customer service without increasing costs in the contact
center."
KANA's knowledge-powered customer service applications address the
needs of Global 2000 organizations in key vertical markets, giving
businesses a competitive advantage and increasing their ability to
service, market to and understand their customers. Companies around
the world benefit from KANA's knowledge-powered 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 KANA

KANA (NASDAQ: KANA) provides knowledge-powered customer service
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. 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.

The MarketScope is copyrighted by Gartner, Inc. and is reused with
permission. The MarketScope is an evaluation of a marketplace at and
for a specific time period. It depicts Gartner's analysis of how
certain vendors measure against criteria for that marketplace, as
defined by Gartner. Gartner does not endorse any vendor, product or
service depicted in the MarketScope, and does not advise technology
users to select only those vendors with the highest rating. Gartner
disclaims all warranties, express or implied, with respect to this
research, including any warranties of merchantability or fitness for a
particular purpose.

(1)MarketScope: E-Mail Response Management Systems, 1HO4, authored
by Esteban Kolsky, March 1, 2004

--30--GK/bo*

CONTACT: KANA
Jessica Hohn, 508-598-3356
[e-mail]
or
PAN Communications
Andy Dear and Elise Sherman, 978-474-1900
[e-mail]

KEYWORD: CALIFORNIA
INDUSTRY KEYWORD: SOFTWARE E-COMMERCE INTERNET
SOURCE: KANA

Customize your Business Wire news & multimedia to match your needs.
Get breaking news from companies and organizations worldwide.
Logon for FREE today at www.BusinessWire.com.





Apr-05-2004 12:01 GMT
Symbols:
DE;KAA US;KANA
Source BW Business Wire
Categories:
MST/I/ISS MST/I/NET MST/I/SOF MST/L/EN MST/R/US/CA TGT/BWN