|Industry||Computer software, Customer experience management software, Customer relationship management software|
|Key people||Mark Duffell
(Chairman of the Board, President and CEO)
|Products||KANA Enterprise, KANA Express, LAGAN Enterprise|
|Revenue||$50.5 million USD (2005)|
|Employees||200 - 500 est. (2011)|
KANA Software, Inc. is an American multinational software company that develops and markets on-premises and cloud computing hosted customer experience management (CEM) products to large and midsize organizations.
Mark Gainey founded KANA in 1996 to market a software package designed to help businesses manage email and Web-based communications. It grew around this core offering. In 2000, KANA Communications (as it was then known) made its first major acquisition, Silknet Software. The purchase price was $4.2 billion, despite the fact that both companies were relatively small. Silknet was an early multichannel marketing software company. Industry analysts were generally cool to the purchase though some said it made sense strategically.
In 2010, Accel-KKR acquired KANA's assets and liabilities for approximately $40.82 million. The same year, KANA acquired Lagan Technologies, a government-to-citizen customer relationship management company based in Ireland. The software was rebranded as KANA Lagan CRM system, a package that compiles information from sources such as 311 calls and map overlays to improve resource management.
In 2012, KANA bought Trinicom, a Dutch company that makes mid-market customer service multichannel ecommerce, especially in the BeNeLux region. Less than three months later, KANA purchased Sword Ciboodle, a company that specializes in contact center software. Industry analysts generally looked favorably on the acquisition; Ciboodle's established business process management gave KANA products for a full-featured CRM package for customer service with social media marketing. "Between the two companies, almost every aspect of customer relationship experience... is covered." The combined organization operates under the KANA brand. Ciboodle's CEO, Mike Hughes, who had led the company prior to its purchase by Sword, left the company after KANA's purchase was finalized. He was replaced by KANA executives.
In 2013, KANA announced KANA Enterprise. A combination of the acquired technology, it promised an end-to-end customer service suite - progressing from multichannel to omni-channel in what the company marketed as "a unified platform supporting both agent-based and customer self-service scenarios".
- KANA Enterprise: Enterprise omni-channel CRM package
- LAGAN Enterprise: G2C enterprise CRM package
- KANA Express: Cloud-based multichannel customer service system
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- "KANA Software Acquires Ciboodle The deal brings together two customer service solution providers.". CRM.com/ a division of CRM Magazine. July 10, 2012.
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