• April 24, 2012

Kana Acquires Cloud Customer Service Company Trinicom

Kana Software, a provider of customer service solutions, today announced it has completed its acquisition of privately held Trinicom, a provider of cloud-based Web customer service and customer interaction software. Terms of the transaction were not disclosed.

Trinicom, which is based in the Netherlands, serves more than 200 predominantly midsized organizations with 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.

Kana will continue to support new and existing Trinicom customers, accelerate the development of Trinicom's core capabilities, and expand its market reach to midsized businesses globally.

"More and more companies are leveraging customer service solutions to maximize profitable growth and improve employee productivity and customer satisfaction while managing costs and brand reputation," said Mark Duffell, CEO of Kana, in a statement. "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 midsized businesses with a strong online sales and services focus to get rapid access to comprehensive multichannel Web customer service and contact center infrastructure."

Trinicom enables Kana to offer an end-to-end customer service solution from the cloud, adding on-demand software-as-a-service (SaaS) to KANA's existing on-premises and hosting choices.

"This acquisition enhances Kana's and Trinicom's ability to serve all customers from midsized 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, in the statement. "This will add considerable value to the combined company's customers, while accelerating our own market growth and momentum." 

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