This week, Verint® entered into a definitive agreement to acquire KANA Software. Located in Silicon Valley in Sunnyvale, California, KANA is a leader in customer service solutions delivered both on-premises and in the cloud. With award-winning solutions in the customer experience arena, KANA understands great customer experiences and their importance—aligning the company with Verint’s Actionable Intelligence® vision and market-leading workforce optimization (WFO) and voice of the customer (VoC) solutions for today’s enterprises.
Customers now interact with companies from just about anywhere, anytime and in a myriad of ways. Accessibility is more important than ever before. However, along with that comes the expectation of a great customer experience. Every time. To that end, KANA’s solutions in the web customer service and contact center CRM markets include agent desktop, case management, knowledge management, email, chat and social media response management—all designed to create and keep exceptional customer interactions front and center.
The collective solutions from Verint and KANA would enable organizations worldwide to implement a single-vendor suite to help transform customer engagement. And, as the WFO and customer service software markets begin to converge, Verint and KANA believe the combination of the two companies would help deliver a new vision for Customer Engagement Optimization that could help optimize workforces, improve processes, and manage and enrich interactions.
We also believe this combination is a strategic move that would allow the combined business to fill a market void by enabling organizations to extract tremendous value from seamless interactions across channels, with guided business processes and recommended dialogues that deliver fast, precise, personalized service—transforming the way customer engagements are optimized.
KANA would bring its approximately 900 global customers to the greater Verint organization, which already has more than 10,000 customers worldwide. The combined customer base, which already includes some shared customers, can benefit from an expanded, complementary solution set delivered through a single global provider.
To learn more about the pending acquisition, click here.