KANA acquires Ciboodle

KANA Software has acquired the process-based contact centre provider Ciboodle from the Sword Group.

The Ciboodle acquisition adds 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 centre, and social CRM communities on the web – and 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-premise or in the cloud,” said KANA President and CEO Mark Duffell. “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 centre and for web customer service.”

“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 our 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,” said Duffell.