KANA Acquires Cloud Customer Service Company Trinicom


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Company is a Leading Specialist in Multi-Channel Customer Interaction
Software for Mid-sized Commercial Businesses and the Public Sector

KANA Now Delivers Comprehensive Customer Service Solutions – from the
Midmarket to the Enterprise – On-Premise or On-Demand

SUNNYVALE, Calif., April 24, 2012 — KANA Software, Inc., a global leader of
customer service solutions used by more than 600 enterprises including half
of the Global 100 and more than 200 government agencies, today announced it
has completed its acquisition of privately held Trinicom, a provider of
cloud-based web customer service (WCS) and customer interaction software.
Terms of the transaction were not disclosed.

Trinicom, based in the Netherlands, serves more than 200 predominantly
mid-sized organizations in both the public and private sector, offering
fast, efficient access to comprehensive and multi-channel WCS capabilities
such as knowledge management, web self-service, social communities, live
chat and virtual assistant technology, as well as call, campaign and email
response management – all from a single on-demand cloud application.

The acquisition expands KANA’s customer and revenue base and strengthens its
product portfolio. KANA will continue to support new and existing Trinicom
customers, as well as accelerate the development of Trinicom core
capabilities, and expand its market reach to mid-sized businesses globally.

“More and more companies are leveraging customer service solutions to
maximize profitable growth, improve employee productivity and customer
satisfaction, while managing costs and brand reputation,” said Mark Duffell,
CEO of KANA. “We are bringing together two substantial players within our
industry: KANA that’s focused on helping many of the world’s largest
enterprises and governments transform their complex business requirements
into effective customer experiences, and Trinicom, which supports mid-sized
businesses with a strong online sales and services focus get rapid access to
comprehensive multi-channel web customer service and contact center

Affordable Customer Service from the Cloud

Trinicom enables KANA to offer an end-to-end customer service solution from
the cloud, so adding on-demand software-as-a-service (SaaS) to KANA’s
existing on-premise and hosting choices. Easy-to-use, rapid-to-implement,
high performance, multi-channel — and most importantly packaged SaaS
customer service applications are ideal to meet the needs of the midmarket
and smaller local government and public sector entities. These organizations
recognize the need to provide vital customer/constituent service and stay
competitive and relevant in a climate of continuing economic uncertainty,
characterized by tightened budgets and cost reduction strategies. With
Trinicom’s highly elastic SaaS deployment model, customers can enjoy the
freedom of pay-as-you-go pricing that flexes with their business needs.

“Cloud-based customer service offerings using the SaaS format are rapidly
gaining acceptance in customer service and support (CSS), with more than 90%
of IT organizations in North America and Western Europe reporting that they
would consider SaaS,” according to technology research firm Gartner.1

Addressing the Underserved Midmarket

Negative service experiences lead to customer dissatisfaction in the
midmarket just as they do for larger enterprises, ultimately resulting in
reduced customer loyalty and brand devaluation. Mid-sized businesses can
often lose sight of customer service as they focus on driving revenue growth
while minimizing costs. For example: Responding too late to a customer
question or quotation request, giving the wrong answer to a customer
question, or worse — not answering a question at all.

Typically underserved by traditional CRM vendors or high-end customer
service offerings, mid-sized organizations in both public and private
sectors are increasingly seeking enabling technology to support emerging
customer experience needs and to build, enhance, and extend relationships
with customers. However, midmarket companies are often challenged by
resource constraints, including smaller IT budgets and less access to
credit. To this end, they require customer service solutions that can
deliver the same level of service experience enjoyed by larger enterprises,
but without the associated complexity and cost; the technology must be
affordable, easy-to-use and easy-to-own.

With Trinicom multi-channel web customer service, mid-sized businesses can
improve service quality by answering customer questions consistently and on
time; manage costs effectively by offering online knowledge and FAQs 24/7;
and expedite service resolution by answering questions in the contact center
faster and at the first call.

“Organizations should evaluate options for Web-enabling core customer
service business applications to improve Web-initiated customer service and
support, particularly when there is a requirement to lower the cost of
service while maintaining and improving customer satisfaction levels,”
according to a recent Gartner report.2

“This acquisition enhances KANA and Trinicom’s ability to serve all
customers from mid-size to the enterprise, and expands KANA’s global
footprint significantly, particularly in Europe, strengthening support for
all customers across all regions,” said Wilco Rietberg, CEO of Trinicom.
“This will add considerable value to the combined company’s customers, while
accelerating our own market growth and momentum.”


1 Optimize Cloud Computing in Customer Service Organizations, by Michael
Maoz, Gartner, October 12, 2011.

2 CRM Web Customer Service Application Framework, 2012, by Johan Jacobs,
Gartner, February 29, 2012.

About KANA Software

KANA makes every customer experience a good experience. A global leader in
customer service solutions delivered on-premise or in the cloud, KANA
Service Experience Management (SEM) lets organizations take complete control
over customer service interactions, so they can take care of customers,
while managing costs and reinforcing brand. By unifying and maintaining
context for customer journeys across agent, web, social and mobile
experiences, KANA solutions have reduced handling time, increased resolution
rates and improved net promoter score (NPS) at more than 600 enterprises,
including half of the Global 100 and more than 200 government agencies. KANA
has been majority owned by Accel-KKR, a technology-focused private equity
investment firm, since 2009. The company is based in Silicon Valley,
California and has offices worldwide.

About Trinicom

Trinicom is a leading specialist in multi-channel customer interaction
software. Based on cloud technology, Trinicom can be focused fully on an
organization’s customer contact processes, and ensures that all customer
interactions are handled quickly and uniformly from a central knowledge
base. Trinicom also advises customers on the optimum service experience for
a multi-channel contact center, with the emphasis on improving service
provision via the web, email, chat and telephone, and on reducing service
costs. With modules such as web self-service, email response management,
live chat, call management, hypersearch, chatbot, emailing, campaigns,
portal services and letter, fax and counter contact, Trinicom enables
businesses to process customer interactions across all channels quickly and
efficiently. A Dutch company, Trinicom numbers more than 200 leading
organizations at home and abroad among its customer base.

More information can be found at www.Trinicom.nl and www.kana.com

Follow KANA on Twitter: http://twitter.com/KANAsoftware

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