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TD Waterhouse Announces Service Resolution Success With KANA

KANA Service Resolution Management Solutions Help Transform Customer Support

MENLO PARK, Calif.--(BUSINESS WIRE)--Aug. 16, 2004--KANA(R) (NASDAQ: KANA), a leading provider of service resolution management (SRM) solutions, today announced that TD Waterhouse UK, the UK's second largest discount broker, with over 350,000 investors, has revolutionized its approach to customer service after implementing KANA IQ. Following a successful pilot phase, KANA is now helping TD Waterhouse UK - which also provides share-dealing services to the customers of Royal Bank of Scotland and NatWest Stockbrokers - reach its goal that each customer call is successfully resolved on the very first contact.
Ten days after going live, the KANA IQ knowledge base for agent-assisted service has already improved service resolution at TD Waterhouse, reducing escalations to the back office team by 20 per cent, call handling times by 8 per cent and customer 'hold times' by almost 25 per cent. In addition, agents are now retrained to provide support across multiple lines of business - further enhancing their productivity and transforming the working environment at TD Waterhouse UK's contact center.

Through its implementation of KANA IQ, TD Waterhouse UK has fulfilled three key customer service objectives, which were to:

1. Transform customer service: KANA IQ has significantly increased 'first call' resolution rates and cut hold times by consistently offering customers the insights of the most experienced specialists in the company

2. Improve service reps' productivity: KANA has enabled TD Waterhouse to develop a multi-skilled service team, which can provide advice on a wide-range of products and brands, without needing extensive retraining

3. Cut contact center costs: KANA IQ has created highly productive, multi-skilled teams enabling TD Waterhouse UK to support greater call volumes without increasing staffing levels

"KANA IQ is helping us go further than strengthening relationships with our customers. By providing staff with easy access to the answers they need, it's actually helping to improve productivity, cooperation between departments, and making TD Waterhouse UK an even more attractive working environment to our teams," explained Darren Hepworth, VP for the Customer Contact Centre at TD Waterhouse UK.

"KANA is a proven driver of customer satisfaction, with great pedigree in the contact center industry. Its products are scaleable and intuitive, providing very encouraging results after a successful trial period. We're now looking to use KANA to unlock further efficiency savings across our contact center - without undermining the service we provide to our customers," he concluded.

KANA's SRM solutions help optimize service by improving first contact resolution rates, creating more efficient lead generation and product matching and automating customer processes. The solutions also help to decrease operational costs by providing efficient lower-cost interaction channels and proactive service while leveraging internal and external knowledge bases to enable consistent resolution of customer inquiries.

"The service resolution management strategy TD Waterhouse UK has implemented will be of great reassurance to customers - providing them with the answers they need, when they need them," said Brian Kelly, executive vice president of products and marketing. "What's more, it's also helping TD Waterhouse representatives work smarter and more efficiently. We're delighted to announce TD Waterhouse UK's early successes with service resolution management."

About TD Waterhouse UK

TD Waterhouse is the UK's second biggest, and one of the world's largest discount brokers, providing investors with a broad range of brokerage, mutual fund, banking and other consumer financial products. Worldwide, TD Waterhouse currently services more than 3.3 million customer accounts and has over US $175 billion of assets under management. TD Waterhouse UK provides investors with execution-only share dealing services through its website at www.tdwaterhouse.co.uk and by phone on 0845 607 6001:

-- Trading is available in Equities, Unit Trusts, Bonds and Gilts, Covered Warrants and Contracts For Difference (CFDs), with direct access to International markets;

-- TD Waterhouse also offers banking services including current accounts, savings accounts and cash management facilities on share dealing accounts;

-- Commissions start from GBP 11.95 flat rate online / GBP 16.95 flat rate by phone.

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.

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

Contacts


KANA
Jessica Hohn, 508-598-3356
jhohn@kana.com
or
PAN Communications
Andy Dear or Elise Sherman, 978-474-1900
kana@pancomm.com

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