Menlo Park, Calif., June 30, 2009 - KANA Software, Inc. (OTCBB: KANA.OB), a world leader in innovative customer service solutions, today announced availability of KANA 10, the industry’s first service experience management (SEM) platform for managing the entire customer service experience. This new solution, which gives major corporations and institutions the control needed to help ensure their customers receive exceptional service, has been selected by online travel service provider priceline.com. Developed in conjunction with IBM and KANA customers, KANA 10 is a Web services-based solution that fuses the IBM service-oriented architecture (SOA) portfolio with KANA’s decade of experience in knowledge management and messaging with new ‘experience flow’ functionality, all in a Web 2.0 platform. KANA 10 brings a new era of flexibility and control to customer service. It can replace traditional approaches by enabling companies to rapidly model and deploy their customers’ entire service experiences. KANA 10 also transcends traditional solutions in which critical customer information resides in separate

applications or silos that are difficult to integrate, making it hard for businesses to adjust quickly to changing business conditions. With KANA 10’s Web services architecture, customers’ existing technology and resources are linked into a single application, providing a seamless experience that can be managed by executives and easily accessed by customer service agents (CSRs). All KANA 10 users, whether a business analyst or CSR, will have a unified view of all pertinent customer information. Business leaders can quickly and effectively design, deploy, and modify customer service processes, or ‘experience flows,’ allowing for real-time process optimization that helps increase revenue, reduce risk, and ensure consistent service. KANA CEO Michael Fields elaborated, “Working closely with companies like priceline.com has shown us that companies today need dynamic new technology platforms that let service executives control business processes as needed and provide CSRs streamlined ways to more rapidly…

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KANA Introduces New Era of Customer Service