Computer Business Review

Verint to acquire KANA Software

by Kate Heslop| 07 January 2014

The acquisition aims to transform the way organisations engage with their customers.

Verint Systems has signed a definitive agreement to acquire KANA Software, a provider of customer service solutions delivered both on-premise and in the cloud.

The acquisition aims to extend Verint's Actionable Intelligence strategy. The collective solutions from Verint and KANA could enable organisations worldwide to implement a single-vendor suite to help transform customer engagement. The acquisition of KANA, a portfolio company of Accel-KKR, is expected to be completed in Verint's first fiscal quarter ending in April 2014.

The combined product suite of collective solutions would offer companies the ability to capture and manage cross-functional information around customer interactions, business processes and workforce performance to improve operational efficiency, reduce risk and enhance customer loyalty. It will also aim to manage customer engagement holistically across channels and help organisations to analyse customer and employee experience data to design customer-centric business strategies to better engage employees.

KANA would bring its approximately 900 global customers to the Verint organisation, which already has more than 10,000 customers worldwide. The combined customer base, which includes some shared customers, can benefit from a broader, complementary solution set from a single provider.

Mark Duffell, CEO, KANA, said: "Our management team is excited about the opportunity to join a global technology leader like Verint, and we have every expectation that our customers will be excited as well, especially as they learn more about how Verint and KANA can provide a lens into who is doing what, when, how and why in day-to-day engagements with their customers."

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