"Our partnership with CSC will result in a strengthened ability to offer our clients powerful e-business solutions that will create and maintain customer loyalty while helping them to expand their core businesses. CSC has the creativity and design skills necessary to build successful businesses online, as well as a global presence that allows them to assist companies worldwide. CSC's proven ability and expertise in e-business consulting made it a logical partner for this type of initiative."

David Fowler, Vice President of Marketing for Kana.

CSC and Kana: Combining strengths to enhance customer relationships

On January 3, 2000 Kana Communications and Computer Sciences Corporation (CSC) announced a partnership through which CSC will leverage the Kana Enterprise Relationship Management (eRM) suite to re-architect the way their client companies do business on the Web. Kana's eRM suite of software applications, including Kana Service™, Kana Response™, Kana E-Business Platform™, and Kana Connect™ are designed to successfully build, create and maintain customer relationships.

CSC will combine its strength in traditional project management and systems integration with Kana's Web-based e-business, e-commerce, e-service and e-sales applications to help companies design and implement customer-centered e-business solutions.

Kana Communications is a key component of CSC's CustomerConnect^SM Technology. Clients include companies in financial services, high technology, energy, and insurance industries.

Kana Communications' Full Service Suite

Kana Communications, Inc. a leading provider of Web-architected enterprise relationship management solutions (eRM), delivers a broad range of world-class, integrated e-business and interaction applications with a modular and scalable platform for both Internet and Global 2000 companies. Kana solutions deliver personal portals that offer customers, partners and the enterprise a global view of their communications and relationships. This global view includes managing the full set of communications channels such as e-mail, Web, chat, instant message, Voice Over IP, phone and person-to-person, as well as e-business and communications applications to integrate the marketing, sales and service functions. This full-service suite enables e-businesses to compete and succeed in today's customer-driven economy. For more information about the solutions found in more than 700 companies, including 8 of the 10 most trafficked Web sites, please visit Kana at http://www.kana.com .

CSC and Kana in action

JP Morgan - CSC implemented Kana as an application support component of CSC's Pinnacle Alliance servicing over 26,000 J.P. Morgan employees for all of their Customer Care needs. CSC developed a Kana based customer care solution which includes case, knowledge, and escalation management based on stringent SLA metrics, 24 x 7 hours of support and specialized servicing to VIP and high profile customers and employees.

Q41 - Developed a Kana based solution which offered online access to account information, market research data, the Internet, electronic bill payment, e-mail between clients and their financial consultants and web-based Customer Care Services.

eSteel - Developed the detail design for Kana Service (Silknet) to enable care center representatives and customer self-service via e-Steel transaction site. Included care center design and infrastructure.