January 24, 2011 11:00 ET

KANA Announces Landmark, Multimillion Dollar Customer Win in Australia

International Expansion Accelerates as KANA Opens New Offices to Support Growth in Southeast Asia

SUNNYVALE, CA--(Marketwire - January 24, 2011) - KANA Software, the world leader in software solutions for Service Experience Management, today announces that Brisbane City Council has chosen KANA's platform to build the capability of online services for the city. The multimillion-dollar contract is the outcome of a highly competitive process and marks an important milestone in KANA's international expansion. Brisbane joins a growing list of major international cities, including Boston, San Antonio, San Francisco, Sheffield, Toronto and Vancouver that will run its customer relationship management programs on KANA's platform.

KANA has opened an office in downtown Brisbane that will support the Australian and wider Southeast Asian markets, in addition to the Brisbane roll out. Two additional service trials with government clients are already underway in Australia.

The system, when fully implemented, will enable Brisbane to fulfill the customer service requirements of 1.05 million city residents across the full range of local government services, including planning, street management, environmental services, licensing, transportation and utility support. 

"This important customer win marks a new phase of international expansion for KANA. With the acquisition of Lagan Technologies in October, we created new European headquarters in Belfast and will now open a hub in Southeast Asia," commented Mark Duffell, CEO of KANA. "Our global leadership in Government to Citizen Technology has enabled us to build collaborative relationships with some of the most forward-thinking government organizations in the world. Our goal is to help Brisbane become an international exemplar for leading edge eGovernment."

About KANA Software, Inc.
KANA, the leader in Service Experience Management, provides solutions that deliver a customer-focused service experience that successfully balances customer interests with business goals. Service Experience Management uniquely unifies business process, case and knowledge management for customer service organizations. It leverages KANA's expertise in delivering consistent service across all communication channels, including email, chat, call centers, and Web self-service. KANA's Service Experience Management solutions allow companies to control every step within each customer interaction to deliver the ideal service experience. KANA's clients report double-digit increases in customer satisfaction, increased revenue growth while reducing contact center costs by an average of 20 percent. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. In October 2010, KANA acquired Lagan Technologies, the leader in Government to Citizen Technology solutions.

KANA is backed by Accel-KKR, a technology-focused private equity investment firm. For more information, visit

NOTE: KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

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