Kana Software Goes All In on Customer Service with Ciboodle Acquisition

Building business relationships means solving problems, however solving the little problems that pop up during solving the bigger problems is what companies like Kana and Sword Ciboodle do best. Luckily for companies who do business with either, they'll now be doing business with both because Kana has now acquired Ciboodle.

This is the second Kana acquisition in the past few months as the company bought Trinicom in April. The addition of Trinicom's web customer service Saas, and now the Ciboodle contact center solution, makes Kana a force in the CRM space. Just how much of a force, we don't know but, nevertheless Kana already is highly regarded by both Forrester and Gartner. Additionally, both Ciboodle and Kana already do business with dozens of Global 100 companies.

The combination of KANA

The combination of KANA and Ciboodle…(will allow) the new company to focus on our clients' more strategic initiatives in emerging disruptive areas just as cloud computing, mobility, and big data analytics that will anyway you look at it differentiate KANA in its established markets and help penetrate new ones as then," KANA President and CEO Mark Duffell

Because so much of what Kana and Ciboodle do is similar, the new combination will be able to as a matter of fact drill down into the kinds of problems that lead to poor customer service and failed conversions. Cibooble is particularly strong on business process management, contact center and the aforementioned agent desktop. Kana is noteworthy for its email response management, knowledge management and social listening. In June Kana announced its at once generation WCS system, the Service Experience Management platform, in short the Ciboodle integration may not be fully realized without warning.

Building business relationships means solving problems, however solving the little problems that pop up during solving the bigger problems is what companies like Kana and Sword Ciboodle do best. Luckily for companies who do business with either, they'll now be doing business with both because Kana has now acquired Ciboodle.

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