KANA adds process, case management with Ciboodle acquisition

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

KANA says the move adds new complementary product offerings and expertise, particularly in the areas of agent desktop, business process and case management in the contact center, and social CRM communities on the Web.

KANA reports it’s especially strong in e-mail response management, knowledge management, Web self-service and live chat. The Sword Ciboodle platform is said to accelerate delivery of customer experiences that reduce overall operational costs and achieve higher revenue. The combination of the two companies’ skill sets will result in comprehensive customer engagement, claims KANA.

The combined entity will continue to operate under the KANA name.