KANA Software, customer service solutions provider, announced today the acquisition of Ciboodle, contact center CRM software provider. The acquisition comes soon after KANA's acquisition of Trinicom, customer service and interaction software provider, about two months ago in April. KANA is positioning itself to be a formidable independent provider of customer service solutions. The customer experience management market is estimated to be over $5 billion with expected growth of 5-12% through 2015.
The acquisition of Ciboodle adds new complementary product offerings and industry expertise to KANA, specifically in agent desktop, business process and case management in the contact center, and social CRM communities on the web.
KANA has built a strong reputation providing email response management, knowledge management, web self-service, and live chat, often referred to as web customer service (WCS), whereas Ciboodle has built a strong reputation providing business process management, dynamic case management and agent desktop solutions, sometimes referred to as contact center customer service. The end result is comprehensive customer engagement.
Continuing to operate under the KANA name, the newly combined entity will have more employees and office locations across North America, Europe and Asia Pacific from which to support a growing base of customers numbering some 900 organizations -- all of whom recognize the importance of elevating customer experience initiatives to the strategic executive agenda.