EXHIBIT 20.2
KANA BROADENS ITS COMPREHENSIVE ONLINE CUSTOMER
COMMUNICATIONS PLATFORM WITH TWO NEW PRODUCTS
COMPANY LAUNCHES KANA REALTIME, A SOLUTION FOR ONE-TO-ONE REAL-TIME
COMMUNICATION; AND KANA ASSIST, FOR CUSTOMER SELF-SERVICE OVER THE WEB
Redwood City, Calif. - December 6, 1999 - Kana Communications, Inc.
(www.kana.com), a leading provider of online customer communications solutions,
today introduced two new products to Kana 4, a comprehensive online customer
communications platform for marketing, sales and service. The additions to
Kana's product suite were added through the acquisitions of Business Evolution,
Inc. (Kana Realtime) and NetDialog, Inc. (Kana Assist). For details on the
acquisitions, see related release KANA EXTENDS MARKET LEADERSHIP WITH TWO
STRATEGIC ACQUISITIONS.
KANA REALTIME
Kana Realtime is an e-commerce solution that enables e-businesses to engage in
one-to-one real-time communication with customers to generate higher sales
conversions. The solution's live two-way web-based dialogue between the company
and customer provides immediate online sales assistance to help companies turn
browsers into buyers, reduce shopping cart abandonment, cross-sell and up-sell
during the sales cycle, and reduce sales service costs.
Kana Assist
Kana Assist is an online self-service solution that improves the customer
experience by delivering context-sensitive answers to customer questions
directly on the web site -- allowing customers to quickly and conveniently
obtain answers to their questions without the intervention of a customer service
representative.
Kana Realtime and Kana Assist will bolster Kana's comprehensive online customer
communications offering to enable e-businesses to manage multiple contact
channels, including inbound and outbound email, web-based customer self-service,
web forms, real-time messaging and voice over the Internet applications.
"Our customers demand a solution that addresses the entire spectrum of multiple
channel online communication solutions for marketing, sales and service -
everything from e-mail to web-based self-help to real-time communications," said
Michael McCloskey, CEO of Kana. "With the addition of these products to Kana's
platform, we've extended our leadership position and enhanced our ability to
provide companies with an even more comprehensive platform for communicating
with customers online."
Unlike point solutions, Kana 4 offers a comprehensive and integrated customer
communications solution for e-businesses:
MARKETING
Kana's marketing solution allows e-businesses to secure prospects and inform
customers through targeted and highly effective direct communication. Kana
Connect is the featured product in the marketing solution. The benefits of using
Kana's marketing solution include:
- - Sophisticated reporting and analysis of ROI
- - Delivering targeted campaigns and information to customers
- - Driving transactions to increase sales
SALES
Kana optimizes the power of online selling with a streamlined approach to
facilitating and enabling communication throughout the online transaction
process. The products in Kana's sales solution include Kana Notify and Kana
Realtime. The benefits of using Kana's sales solution include:
- - Decreasing shopping cart abandonment to secure greater sales volumes
- - Increasing conversation rates to drive sales
- - Implementing cross-sell and up-sell opportunities to increase revenue
SERVICE
Kana's service solution is designed to support every aspect of superior
e-businesses customer care, including a highly scalable inbound and outbound
e-mail infrastructure, automation through artificial intelligence technology,
online self-service and web forms. The products in Kana's service solution
include Kana Response, Kana Assist, Kana Classify, Kana Forms, and Kana
Realtime. The benefits of using Kana's service solution include:
- - Improving customer service to build strong customer retention
- - Minimizing inquiries and costs with self-service
- - Improving productivity of customer service agents through automation
The Kana 4 product line includes:
KANA CONNECT is the electronic direct marketing solution that enables
e-businesses to proactively deliver individually targeted messages to increase
the lifetime value of customers.
KANA REALTIME is an e-commerce solution that enables companies to engage in
one-to-one real-time communication with customers to generate higher sales
conversions.
KANA NOTIFY extends the customer retail experience by automating, customizing
and managing transaction-related communications such as order status and
receipts, and helps to reduce customer service inquiries by sending proactive
messages.
KANA RESPONSE is a high performance e-mail customer service solution that
enables e-businesses to respond to, monitor, and manage high volumes of e-mail
messages.
KANA CLASSIFY is a powerful, advanced and highly scalable automation solution
which uses artificial intelligence technology to enable automatic suggestions,
responses, and intelligent routing of customer e-mail.
KANA ASSIST is an online self-service solution that improves the customer
experience by delivering context-sensitive answers to customer questions
directly on the web site.
KANA FORMS is a web-form communication technology that inputs web site form
information directly into the Kana system while preserving the structure of the
data.
Kana's customers use the award-winning Kana solution to enhance customer
loyalty, generate additional revenue opportunities and reduce the cost of online
communications. Kana is built on a web-based architecture and has demonstrated
scalability at some of the highest volume sites, including eBay, XOOM.com,
Mindspring, and Lycos. Kana also offers enterprise application, call center and
data warehouse integration solutions that provide scalable, robust, and rapid
deployment across Kana's platform of online customer communications solutions.
ABOUT KANA COMMUNICATIONS, INC.
Kana Communications, Inc. (NASDAQ:KANA) is a leading provider of comprehensive
online customer communications solutions for marketing, sales and service. These
mission critical applications support multiple channels of online contact
including inbound and outbound e-mail, web based customer self-service, web
forms, real-time messaging and voice over the Internet. The company has more
than 250 customers including more than ten of the top twenty most visited sites
on the Internet. Kana is based in Redwood City, California, with offices
worldwide. For more information about the company, please visit Kana's web site
at WWW.KANA.COM or call Jason Cigarran at (650) 298.9282 ext. 8873.
CAUTIONARY NOTE REGARDING FORWARD-LOOKING STATEMENTS UNDER THE PRIVATE
SECURITIES LITIGATION REFORM ACT OF 1995: INFORMATION IN THIS RELEASE THAT
INVOLVES KANA'S EXPECTATIONS, BELIEFS, HOPES, PLANS, INTENTIONS OR STRATEGIES
REGARDING THE FUTURE ARE FORWARD-LOOKING STATEMENTS THAT INVOLVE RISKS AND
UNCERTAINTIES. THESE STATEMENTS INCLUDE STATEMENTS ABOUT THE INTEGRATION OF BEI
AND NETDIALOG'S PRODUCT OFFERINGS, KANA'S STRATEGIES IN THE MARKETPLACE, ITS
MARKET POSITION AND ITS RELATIONSHIP WITH CUSTOMERS. ALL FORWARD-LOOKING
STATEMENTS INCLUDED IN THIS RELEASE ARE BASED UPON INFORMATION AVAILABLE TO KANA
AS OF THE DATE OF THE RELEASE, 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, THE ABILITY OF KANA TO SUCCESSFULLY INTEGRATE
BEI AND NETDIALOG, COMPETITION, INCREASED COMPETITION DUE TO KANA'S EXPANDED
PRODUCT OFFERING, RISKS ASSOCIATED WITH THE EVOLVING AND VARYING DEMAND FOR
CUSTOMER COMMUNICATION SOFTWARE, OUR ABILITY TO EXPAND OUR OPERATIONS,
ACCEPTANCE OF EMAIL AND THE INTERNET AS A COMMUNICATIONS MEDIUM, LITIGATION OVER
PROPERTY RIGHTS, AND GENERAL ECONOMIC FACTORS. THESE AND OTHER FACTORS ARE RISKS
ASSOCIATED WITH OUR BUSINESS THAT MAY AFFECT OUR OPERATING RESULTS ARE DISCUSSED
IN THE COMPANY'S REGISTRATION STATEMENT ON FORM S-1 DECLARED EFFECTIVE BY THE
SECURITIES