SSPA  P R E S S  R E L E A S E S

KANISA INC. SHIPS GROUNDBREAKING KANISA5 SUITE OF KNOWLEDGE-EMPOWERED CUSTOMER SERVICE APPLICATIONS

September 23, 2003

Kanisa5 Features Kanisa Support Center, the First Comprehensive Application for Automating Problem Resolution

Cupertino, CA, September 24, 2003 – Kanisa Inc., a leading provider of knowledge-empowered customer service applications, today announced the general availability of Kanisa5, the newest version of the company’s application suite that increases agent productivity, reduces incident volume, and improves satisfaction. The Kanisa5 release is highlighted by the new release of Kanisa Support Center, an agent-facing application used by customer support centers to rapidly solve problems, reduce escalations and increase agent effectiveness.

Kanisa Support Center is the first application that integrates comprehensive resolution functionality, applies workflow to the entire resolution process, and leverages a unified knowledge management platform.

“The problem resolution process costs support organizations up to 80% of their operating budget, but it remains poorly served by the tools, legacy knowledge bases, point solutions and custom systems in use today,” said Bruce Armstrong, president and CEO of Kanisa Inc. “Kanisa is pleased to deliver the first truly comprehensive business application that addresses this vital need.”

Complete Resolution Functionality
Kanisa Support Center provides the most comprehensive problem resolution functionality available in a single solution. As compared to the limited functionality of point technologies, Kanisa Support Center 5.0 features:

• One-click CRM Data Access: integrates out-of-the-box with leading CRM applications such as Siebel, Amdocs, and PeopleSoft
• Guided Search: dynamically guides the support analyst to the most appropriate information for diagnosis and problem resolution
• Interview Scripting: drives a consistent customer support experience
• Structured Collaboration: helps analysts locate experts, work with them to solve customer problems, and capture their expertise for reuse
• Automated Response Templates: speeds and manages customer interactions
• Intuitive Knowledge Authoring: simplifies knowledge capture and accelerates knowledge transfer with an easy-to-use interface, flexible templates, content auto-tagging, and simple publication processes
• Pre-Populated Case Notes: automatically captures the details of each customer interaction in the CRM system
• Root Cause Analytics: drives product improvements by continuously understanding what and why incidents are happening
• Training Analytics: improves workforce management by identifying training needs of agents by products, issues and other variables

Business Rules Drive the Optimal Resolution Process
Kanisa Support Center features the Kanisa Resolution Flow™ engine, a powerful workflow and business rules engine that guides support analysts through an optimized resolution process. The Kanisa Resolution Flow engine features:

• Context-driven Problem Resolution: dynamically delivers the right resolution functionality, knowledge, processes and tools to the support analyst based on incident and customer specifics
• Out-of-the Box Functionality for Rapid Deployment: works with default settings, requiring no additional configuration to enable context-driven problem resolution
• Packaged Industry-specific Resolution Flows: further optimize the resolution process with packaged business rules and templates for high-value, industry-specific scenarios
• Easy Administration and Configuration: enables support managers to easily manage the system and refine problem resolution

A Unified KM Platform Architected for Customer Service
All Kanisa5 applications are built on the robust K5 Knowledge Management Platform, which easily handles, integrates and organizes both structured support content and unstructured enterprise content. This means that relevant support knowledge, documentation, release notes, “how-to” white papers, professional services information, and even content from partners, is at analysts’ and customers’ fingertips as needed to resolve the problem. The K5 Knowledge Management Platform features:

• Knowledge Map Optimized for Customer Service: Structures all content into a specialized knowledge model that drives problem resolution. Industry-specific, pre-packaged knowledge maps speed time to deployment and easy administration tools simplify configuration and maintenance
• Universal Content Indexing and Retrieval: Aggregates content from file systems, legacy knowledge bases, databases, applications, websites and other enterprise content repositories to provide integrated access to all relevant customer service resources
• Integrated Content Authoring: provides management and administration of authoring, review, and publication in a common knowledge environment
• Content Auto-Tagging: automatically classifies both unstructured and authored content into the knowledge map to create structured knowledge for customer service
• Multi-Channel Support: delivers knowledge across all support channels, including phone, email, web, chat and self-service
• Enterprise-Class Analytics Platform: provides application-specific reports and ad-hoc query capabilities with robust data mart features
• Support for Industry Standards: Kanisa5 supports key industry standards including J2EE and .NET, Oracle and SQLServer databases, and Microsoft Windows and Solaris platforms

About Kanisa5
Kanisa5 is a complete suite of knowledge-empowered customer service applications that automate the problem resolution process and make it easy for customers to find information. Kanisa5 includes the following applications:

• Kanisa Support Center: helps support analysts with each step of the resolution process
• Kanisa Support Site: empowers customers with knowledge to help them avoid and solve problems themselves
• Kanisa Expert Forums: enables customers to help each other while providing the support team with valuable feedback
• Kanisa Site Search (formerly JeevesOne): understands customers in their own words to guide them to the most appropriate sales, marketing, or customer service resources

About Kanisa
Kanisa is the leading provider of knowledge-empowered customer service applications that drive efficiency, revenue, and customer satisfaction. Kanisa applies knowledge to optimize customer-facing business processes in support centers, service portals, and web sites. Industry-leaders including Microsoft, HP, Merrill Lynch, Apple Computer, Nike, and Sprint rely on Kanisa applications to deliver world-class customer service. Kanisa is headquartered in Cupertino, CA.