Contact Center Solutions Featured Article

KANA Acquires Ciboodle

July 11, 2012

KANA Software Inc., a global player in customer service solutions delivered on-premises or in the cloud, has acquired the process-based contact center provider, Ciboodle, from the Sword Group.

KANA is used by more than 850 commercial and public sector organizations worldwide.

Industry experts opined that the Ciboodle acquisition would add new complementary product offerings and industry expertise, extending and enhancing the overall KANA value proposition - particularly around agent desktop, business process and case management in the contact center, and social CRM communities on the Web.


The acquisition comes on the heels of KANA's acquisition of Trinicom, a provider of cloud-based Web customer service and customer interaction management, announced April 2012, which expanded the company's market reach to mid-sized businesses globally via software-as-a-service (SaaS).

"KANA is creating a new global customer service leader that is increasingly the choice for mid-sized and large enterprises alike, serving both the public and private sectors, with solutions available on-premises or in the cloud," said Mark Duffell , president and CEO at KANA.

"With the acquisition of Ciboodle, we are bringing together two significant enterprise players in the customer experience management arena with strengths in depth for both the contact center and for Web customer service," said Duffell.

The combination of KANA and Ciboodle effectively accelerates each company's product roadmap by an estimated 12-18 months, allowing the new company to focus on the customers' more strategic initiatives in emerging disruptive areas such as cloud computing, mobility and big data analytics that will clearly differentiate KANA in its established markets and help penetrate new ones as well.

Officials with KANA said the company and Ciboodle have both focused on helping many of the world's largest organizations transform their complex business requirements into effective customer experiences; yet each company has approached it from different foundations.

"Since 1986, Ciboodle has pioneered software and services related solutions that help customer-centric organizations deliver consistent service, so their customers can get answers to their questions quickly, simply and in ways that create a positive and beneficial relationship," said Mike Hughes, CEO at Sword Ciboodle.

Going forward, the combination of these two companies, who share a very similar culture, will fuel increased dominance in a wide array of markets including retail, communications, financial services, utilities and government, with the ability to grow in emerging and adjunct markets as well.


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Edited by Braden Becker



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