Kana plans to build out its customer service experience management bona fides with its recent acquisition of contact center provider Ciboodle from the Sword Group.
The point of the acquisition is to weave together Ciboodle’s chief strengths — its process-based customer contact management platform, agent desktop tools and case management expertise — with what Kana does well. That would include email response management, knowledge management, Web self-service, and live chat, a category sometimes called “Web customer service.”
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Kana Makes a Move in Customer Experience Space
Posted by: Erika Morphy July 17, 2012 05:00 AMKana plans to build out its customer service experience management bona fides with its recent acquisition of contact center provider Ciboodle from the Sword Group.
The point of the acquisition is to weave together Ciboodle’s chief strengths — its process-based customer contact management platform, agent desktop tools and case management expertise — with what Kana does well. That would include email response management, knowledge management, Web self-service, and live chat, a category sometimes called “Web customer service.”