IBM and Kana Form Global Strategic Alliance

BOSTON (08/16/2000) - Kana Communications Inc. will integrate its Web-based relationship management technology with IBM Corp.'s middleware, hardware and online business services, the companies announced Wednesday.

Kana is a customer relationship management (CRM) software developer that provides an automated e-mail customer communications system with customer service support.

In a statement, the companies said the alliance is driven by customers demand for assistance with on-line business. The partnership will assist customers with:

-- Managing interactions across communication channels such as Web, e-mail, WAP (Wireless Application Protocol), fax and storefront;-- Delivering an "intelligent and personalized experience" across all points of contact;-- Granting customers, partners and the enterprise a clear view of relationships;-- Attracting new customers through insight into customer preferences and behavior;-- Employing a Web-based platform that is scalable and can communicate and enable information from a variety of sources; and-- Growing revenue, reducing costs and increasing profits.

In February of this year, Kana bought Silknet Software Inc. for US$4.2 billion.

Kana gained Internet commerce and support applications in the deal.

IBM Corp, in Armonk, New York, can be reached at +1-914-499-1900 or Kana Communications, in Redwood City, California, can be reached via the Web at