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Posted by Kate Leggett on July 10, 2012
It’s exciting to see the news of yet another acquisition in the world of customer service with the announcement of KANA Software’s intent to acquire Sword Ciboodle. Today’s customer service technology ecosystem is complex and comprised of a great number of vendors that provide overlapping and competing capabilities. I’ve previously blogged about what these critical software components are. The reason why these acquisitions are good is that they align with what customers want: a simpler technology ecosystem to manage from both a systems perspective and a contractual perspective. And suite solutions available from unified communications (UC), CRM, and workforce optimization (WFO) vendors are evolving and include comprehensive feature sets. These vendors have either built these capabilities out or acquired them via M&A activity — and we expect more M&A to happen.
Now, to focus on the Sword Ciboodle acquisition. This acquisition, at a high level, is a win-win for both companies:
The product road map plan is to leverage the strengths of both companies. This means that the go-forward road map will be focused around the Ciboodle platform instead of KANA's existing Service Experience Management solution, which has a high cost of ownership and has had very limited market penetration. The Ciboodle platform will then be enhanced with the knowledge management, multichannel management, and social listening capabilities from the current KANA product line. On paper, it's a good plan; however, the success of this acquisition will reside in the details:
Attention to these sales, marketing, product direction, and customer service issues will make this acquisition successful.
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