Sunnyvale, Calif. July 10, 2012 -- KANA Software, Inc., a global leader in customer service solutions delivered on-premise or in the cloud, and used by more than 850 commercial and public sector organizations worldwide, today announced it has acquired the award-winning process-based contact center provider Ciboodle from the Sword Group.
Many of the world's best known customer-centric Fortune 500 companies and leading government entities rely on KANA and Ciboodle for advanced customer engagement across multiple channels. Recognized by leading analyst firms such as Gartner and Forrester Research, together the two companies create a formidable independent provider of customer service solutions, set to take advantage of an extensive $5 billion+ market opportunity for customer experience management, forecast to grow at between 5-12% through 2015 (6% CAGR) within the larger overall customer relationship management (CRM) space.
The Ciboodle acquisition adds new complementary product offerings and industry expertise, extending and enhancing the overall KANA value proposition – particularly around agent desktop, business process and case management in the contact center, and social CRM communities on the web – and comes on the heels of KANA's acquisition of Trinicom, a provider of cloud-based web customer service and customer interaction management, announced April 2012, which expanded the company's market reach to mid-sized businesses globally via software-as-a-service (SaaS).
"KANA is creating a new global customer service leader that is increasingly the choice for mid-sized and large enterprises alike, serving both the public and private sectors, with solutions available on-premise or in the cloud," said KANA President and CEO Mark Duffell. "With the acquisition of Ciboodle, we are bringing together two significant enterprise players in the customer experience management arena with strengths in depth for both the contact center and for web customer service."
"The combination of KANA and Ciboodle effectively accelerates each company's product roadmap by an estimated 12-18 months – allowing the new company to focus on our customers' more strategic initiatives in emerging disruptive areas such as cloud computing, mobility, and big data analytics that will clearly differentiate KANA in its established markets and help penetrate new ones as well," said Duffell.
KANA and Ciboodle both have focused on helping many of the world’s largest organizations transform their complex business requirements into effective customer experiences; yet each company has approached it from different foundations. KANA has built a strong reputation providing email response management, knowledge management, web self-service, and live chat, often referred to as web customer service (WCS), whereas Ciboodle has built a strong reputation providing business process management, dynamic case management and agent desktop solutions, sometimes referred to as contact center customer service. The end result is comprehensive customer engagement.
According to technology research firm Gartner, "The customer's experience within the service channels can enhance or ruin the perceptions of an organization's reputation and corporate brand. Many of the technologies designed to help employees do their jobs also influence the conditions that produce the customer experience. The same applies to the technologies that are designed to allow customers to help themselves. Customers benefit directly from a specific technology and/or from activities enabled by a technology that creates positive experiences, leading to greater customer loyalty, brand recognition and increased sales."
“Since 1986, Ciboodle has pioneered software and services related solutions that help customer-centric organizations deliver consistent service, so their customers can get answers to their questions quickly, simply and in ways that create a positive and beneficial relationship,” said Sword Ciboodle CEO Mike Hughes. “Going forward, the combination of these two companies who share a very similar culture, will fuel increased dominance in a wide array of markets including retail, communications, financial services, utilities and government, with the ability to grow in emerging and adjunct markets as well.”
Continuing to operate under the KANA name, the newly combined entity will have more employees and office locations across North America, Europe and Asia Pacific from which to support a growing base of customers numbering some 900 organizations – all of whom recognize the importance of elevating customer experience initiatives to the strategic executive agenda.
Global outsourcer Aegis, which has a significant presence in Australia, has again received a Silver MVP Quality Award from US-based Technology Marketing Corporation's (TCM) CUSTOMER magazine.
CUSTOMER's MVP Quality Awards acknowledge organisations with "a true commitment to high ethical quality standards, methodology and business compliance". Aegis Global CEO Sandip Sen said the company has earned the MVP Quality Award for the fifth consecutive year.
"This progression clearly outlines our dedication and commitment to providing the best customer experience while continuously maintaining an innovative approach to quality, and offering cost-effective, high-quality solutions to many of the world's leading brands," he said. TMC CEO Rich Tehrani said Aegis has demonstrated a true commitment to high ethical standards, stringent policies and challenging goals.
US computer giant Dell has opened a new operations site in Chengdu during a forum staged to highlight the Chinese city's potential as an IT hub.
The new Dell facility will combine customer service, sales and manufacturing. "Dell's Chengdu operations site is a milestone in Dell's 'Go West' strategy and underscores our deep commitment to the China market," Dell Global Emerging Markets chairman Admit Midha said. The establishment of Dell's Chengdu facility is also expected to help attract worldwide suppliers to the city and to spur related manufacturing industries in the area.
German software company SAP's Alex Atzberger said China is a very important market for his company. "Chengdu can be a hub of mobile and cloud (technologies) in China. Therefore it is important for SAP to have a development plan in this market," he said. SAP has sent engineers to Chengdu to develop cloud services and other technologies, and it is also working with many partners based in Chengdu and other parts of western China.
Leaders in Customer Experience Strategy consulting and the largest provider of Customer Experience Research and Analyst studies in Australia, Fifth Quadrant, this week announced the launch of its Co-creation and Customer Experience Design Practice.
Co-creation is a form of open innovation where ideas are shared. Customer Co-creation is the process of organisations creating products, services and experiences in collaboration with consumers, tapping into their intellectual capital and in exchange giving them a direct say in what actually gets produced, manufactured, developed or designed.
Co-creation is a key part of Fifth Quadrant's Customer Experience Design method and has been used across multiple industry sectors.
Research by Fifth Quadrant shows that despite 62% of organisations across Australia and New Zealand citing Customer Experience as one of their top strategies for 2013, very few involve customers or employees in the Customer Experience Design process. In many cases, it appears that organisations will invest significant time and resources in a customer experience design that doesn't create any significant benefit for the customer or the business.
In order to design differentiated experiences that actually meet customer needs, organisations may utilise Co-creation as a primary method of Customer Experience Design. "It is not possible for organisations to unlock personalised value for customers without having customers involved in the unlocking of that value" said Dr Catriona Wallace, CEO, Fifth Quadrant.
For more information on Fifth Quadrant's Co-creation methodology please contact Claire Chow on +61 2 9927 3399 and please see attachment.
Milpitas, CA (USA), and Melbourne, Australia - 14 June, 2013 – BolderView today announced that it has opened its doors in Australia and has become a Value Added Reseller (VAR) of Virtual Assistants powered by noHold.
noHold is the developer of the most interactive and diagnostic Virtual Assistant technology and Knowledge Management solutions. With successful Virtual Assistant implementations across multiple industries and on a global scale, noHold has realized the importance of providing a physical office in Australia and New Zealand. Specifically in Australia, one of the largest investor services companies as well as a popular online retailer have used noHold Virtual Assistants to increase First Contact Resolution (FCR) while reducing support costs and increasing customer satisfaction. Virtual Assistants are the future of web and mobile customer interaction.
Global technology market research companies are calling Virtual Assistants (VA) the wave of the future and they are predicting that more than 50% of online transactions will be handled by VAs in the near future. To date, Australian companies have not kept pace with those predictions. None of the leading providers of Virtual Assistant technology have offices in Australia/New Zealand. With no local marketing and sales presence, many ANZ companies are simply not aware of the benefits that Virtual Assistants provide.
BolderView’s founder recognised the opportunity and launched Australia’s first and only company focused exclusively on deploying Virtual Assistant solutions. Opening BolderView’s office in Melbourne means Australian & New Zealand companies have a local source for the world’s leading technologies and reselling noHold Virtual Assistants is a key component of that strategy.
“An existing successful relationship with BolderView’s founder, multiple happy customers and a market propensity to use Virtual Assistants made it very easy for us to decide to expand in Australia. We are happy to work with BolderView and looking forward to our continued partnership,” said Diego Ventura, CEO of noHold.
Dave Brown, Founder and Managing Director of BolderView said, “Companies in North America and Europe have been adopting Virtual Agent technology at an amazing pace. Australian companies are behind the curve – primarily because there’s been no local presence by any of the leading providers. BolderView is changing that. We represent the world’s most advanced Virtual Agent technology and we are very proud for noHold be part of our solutions.”