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[September 15, 2004]

Charles Isaacs Joins KANA as CTO

MENLO PARK, Calif. --(Business Wire)-- Sept. 15, 2004 --

New CTO Brings Extensive Knowledge-Powered Customer Service Solutions Experience to KANA

KANA(R) (NASDAQ: KANA), a leading provider of Service Resolution Management (SRM) solutions, today announced that Charles Isaacs has joined the company as chief technology officer (CTO). In this role, Mr. Isaacs will be responsible for the company's product strategy and vision, leveraging his years of experience in building knowledge-powered customer service solutions.


Mr. Isaacs has more than 20 years of experience in the industry, and was most recently CTO at Primus Knowledge Solutions, a knowledge management solution provider. While at Primus, Mr. Isaacs was responsible for the technology vision and direction of the company's knowledge management and self-service solutions. Mr. Isaacs was CTO of Broad Daylight, prior to its acquisition by Primus. At Broad Daylight, he led the development of the industry's first entirely Java-based knowledge management and Web self-service solution. Under his leadership, the company received industry accolades and analysts consistently recognized the company as one of the greatest innovators in the space. Mr. Issacs' visionary thinking and extensive industry experience will provide significant value to KANA and its customer base.

"Charlie is a recognized leader in our field and we are thrilled to have him at KANA," said Brian Kelly, executive vice president of Products and Marketing at KANA Software. "He will add great value to our already talented team of executives and significantly contribute to our growth and success as we work to bring to market the most innovative SRM solutions."

Prior to Broad Daylight, Mr. Isaacs was chief operating officer at Thinking Tools, Inc. which used proprietary software simulation technology to solve unique business problems for customers. Mr. Isaacs also held an executive position at Platinum Technology, an enterprise software company with revenues close to $1 billion, and at the global telecommunications company, GTE. Mr. Isaacs received an MBA from California Lutheran University and a bachelors of science, electrical engineering from the University of California at Santa Barbara.

"It's exciting to join KANA as the company unveils significantly advanced solutions for service resolution management," said Mr. Isaacs. "I am confident that my extensive industry knowledge will have a positive impact on KANA's SRM solution suite, ensuring our customers have access to solutions that reduce overall costs of service, enhance customer satisfaction, and increase revenue."

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.

NOTE: KANA and KANA iCARE are registered trademarks of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

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