KANA adds midmarket CRM with acquisition

KANA has acquired Trinicom, which provides of cloud-based customer service and interaction software, primarily for mid-sized organizations in both the public and private sector.

The acquisition enables KANA to offer an end-to-end customer service solution from the cloud, adding on-demand software to its existing on-premise and hosting choices. KANA reports it will continue to support new and existing Trinicom customers, as well as boost the development of Trinicom core capabilities and expand its market reach to mid-sized businesses globally.

Trinicom says mid-sized businesses using its multi-channel web customer service can improve service quality by answering customer questions consistently and on time, manage costs effectively by offering online knowledge and FAQs 24/7 and expedite service resolution by answering questions in the contact center faster and at the first call.