Companies are experiencing challenges in offering effective customer experience management across multiple channels, including contact centers and social networks. That’s a concern, given a recent study from NICE that found consumers are increasing the numbers of customer service channels they use to communicate with their service providers.
As part of its effort to help companies meet those challenges, CRM software company Kana Software is purchasing Ciboodle, a provider of contact center software, from the Sword Group. This is Kana’s second acquisition in less than three months. In April Kana purchased Trinicom, a Dutch company that sells cloud-based customer interaction software.
Mark Duffell, Kana’s president and CEO, said Ciboodle’s solutions, especially those involving agent desktop, business process and case management in the contact center, complement Kana’s product line-up. According to a company announcement, Kana’s strengths include email response management, knowledge management, Web self-service and live chat, while Ciboodle provides business process management, dynamic case management and agent desktop solutions for the contact center.
"The combination of Kana and Ciboodle effectively accelerates each company's product roadmap by an estimated 12 to 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," he said.
The combined entity will operate under the Kana name, with offices in North America, Europe and Asia Pacific. According to the announcement, the two companies count 900 organizations among their customers.