Kana Software Explained

KANA Software, Inc.
Type:Subsidiary
Foundation:1996
Location:Sunnyvale, California
Industry:Computer software, Customer service management software, Customer relationship management software
Products:KANA Enterprise, KANA Express, LAGAN Enterprise
Key People:Mark Duffell
Num Employees:350 - 500 est. (2013)
Revenue:US$100 million (2012)
Parent:Verint Systems

KANA Software, Inc. is a wholly owned subsidiary of Verint Systems (NASDAQ: VRNT) and provides on-premises and cloud computing hosted customer relationship management software products to many of the Fortune 500, mid-market businesses and government agencies.

History

Mark Gainey founded KANA, named after a rescued Shepherd-Husky mix, in 1996.[1] The purpose was to market a software package designed to help businesses manage email and Web-based communications.[2] It grew around this core offering.[3]

In 1999, KANA Communications (as it was then known) acquired Connectify[4] followed by Business Evolution and NetDialog.[5]

In 2000, KANA made its then-largest 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.[6]

In 2001, KANA merged with BroadBase software.[7] KANA was a major stock market success during the dot-com bubble, and while it contracted significantly during the following downturn, it remained in business as an independent company through the following decade.

In 2010, Accel-KKR acquired KANA's assets and liabilities for approximately $40.82 million.[8] The same year, KANA acquired Lagan Technologies, a government-to-citizen customer relationship management company based in Northern Ireland.[9] The software was rebranded as LAGAN Enterprise, a package that compiles information from sources such as 311 calls and map overlays to improve resource management.[10]

In 2011, KANA purchased Overtone, which allowed companies to monitor social media outlets like Facebook, Twitter and LinkedIn.[11] The software was rebranded as KANA Experience Analytics.[12]

In 2012, KANA bought Trinicom, a Dutch company that makes mid-market customer service multichannel ecommerce, especially in the BeNeLux region.[13] Less than three months later, KANA purchased Sword Ciboodle, a company that specializes in contact center software.[14] 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.[15] "Between the two companies, almost every aspect of customer relationship experience... is covered."[16] [17] [18] 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.[19]

In 2013, KANA announced the KANA Enterprise product which the company marketed as "a unified platform supporting both agent-based and customer self-service scenarios".[20] [21]

In 2014, Verint acquired the operating assets of KANA for $514 million.[22] [23]

Product families

Notes and References

  1. Book: Network World. 14. 26 May 1997. IDG Network World Inc. 10. 0887-7661.
  2. News: Kana Communications Will Buy Silknet Software for US$4.2 Billion. 4 July 2013. Wall Street Journal. February 8, 2000.
  3. Taylor, James. "First Look – Kana — JT on EDM." JT on EDM — James Taylor on Everything Decision Management. EDM, 10 Aug. 2010. Web. 26 Aug. 2011. .
  4. Web site: Susan. Kuchinskas. IQ News: Acquisition Begets New Kana Software Offering. adweek.com. October 4, 1999. July 7, 2019.
  5. Web site: Chet. Dembeck . Kana Buys BEI and NetDialog. ecommercetimes.com. December 7, 1999. July 7, 2019.
  6. News: Wallack. Todd. Kana Acquires Silknet in Deal For $4.2 Billion. 4 July 2013. SFGATE/San Francisco Chronicle. February 8, 2000.
  7. http://www.mycustomer.com/topic/technology/kana-and-broadbase-software-merge-survive Kana and Broadbase Software merge to survive
  8. News: KANA Deal done . KM World . January 6, 2010 . September 1, 2013 .
  9. News: McDonnel. Francess. Up-and-coming NI businesses on the menu for hungry US corporations. 4 July 2013. Irish Times. July 2, 2013.
  10. News: Napier. Jessica Renee. Buffalo Uses 311 Data to "Sweep" Neighborhoods Data collected by Buffalo, N.Y.'s 311 Center determines where its multi-jurisdictional Clean Sweep program will conduct operations.. 4 July 2013. Government Technology Magazine, a division of e.Republic. June 6, 2013.
  11. News: Dignan. Larry. Kana buys Overtone: It's a run on 'social listening' companies. https://web.archive.org/web/20110408084521/http://www.zdnet.com/blog/btl/kana-buys-overtone-its-a-run-on-social-listening-companies/46926. dead. April 8, 2011. 4 July 2013. ZDNet. April 5, 2011.
  12. News: Maoz. Michael. Kana Buys Ciboodle for Improved Customer Service and Social CRM Reach. https://web.archive.org/web/20180807185954/https://www.gartner.com/id=2080017. dead. August 7, 2018. 4 July 2013. Gartner. June 12, 2012.
  13. News: Wang. R "Ray". News Analysis: KANA Enters MidMarket With Trinicom Acquisition. 3 July 2013. Forbes. 2012-04-25.
  14. Web site: Staff. Kana Bolsters Customer Experience Management with Ciboodle Buy. Enterprise Apps Today, Quinstreet Enterprise. 4 July 2013. July 11, 2012.
  15. News: KANA Software Acquires Ciboodle The deal brings together two customer service solution providers.. CRM.com/ a division of CRM Magazine. July 10, 2012.
  16. Web site: Myers. Anthony. Kana Software Goes All In on Customer Service with Ciboodle Acquisition. CMS Wire. 4 July 2013. July 12, 2012. Luckily for companies who do business with either, they'll now be doing business with both because Kana has now acquired Ciboodle. Between the two companies, almost every aspect of customer relationship experience, web customer service and customer engagement is covered..
  17. News: Greenberg. Paul. The customer experience challenge met: KANA responds. 4 July 2013. ZDNet. 9 January 2013.
  18. Web site: Leggett. Karen. More Market Consolidation As KANA Software Buys Sword Ciboodle. It's A Sound Strategy, But The Proof Will Be In The Execution. Forrester.com. 4 July 2013. July 10, 2012.
  19. News: Bain. Simon. Ciboodle boss quits after sale to Kana. 4 July 2013. The Herald Scotland. 7 December 2012.
  20. News: KANA Launches Industry's First Omni-Channel Customer Service Suite. 4 July 2013. Wall Street Journal. April 16, 2013.
  21. News: Brandweiner. Natalie. KANA introduces "industry first" end-to-end omnichannel service solution. 4 July 2013. MY customer/ a Sift Media publication. 16 Apr 2013.
  22. News: Verint to Acquire KANA Software.... 20 January 2014 . January 6, 2014 .
  23. Web site: Kana Software Acquired by Verint for $514 Million . 2023-10-18 . CMSWire.com . en.

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