Public Services > Central Government

Verint to acquire customer service specialist Kana

David Bicknell Published 10 January 2014

Deal aims to create single solution to transform customer engagement


Actionable intelligence company Verint Systems is to acquire customer service solutions specialist Kana Software whose software is used by a number of UK public sector users.

Local authorities such as Argyll and Bute, Cheshire West and Chester, North Ayrshire, North Yorkshire County Council and Craven District Council are all users of the Kana software as well as HM Revenue & Customs (HMRC).

The newly formed Cheshire West and Chester (CWAC) Council needed to integrate dozens of citizen services previously provided by four separate councils into one system and chose Kana's Lagan Enterprise and customer relationship management (CRM) software.

By integrating Lagan's Enterprise Case Management (ECM) solution with a telephony system to link revenues and benefits from front office to back office, Argyll and Bute Council in Scotland expects to see a saving of the equivalent of 8.5 full-time employees and a cost reduction of £765,000 over five years.

Verint is paying $514m £312m) in cash for Kana and hopes to complete the acquisition by the end of Verint's first financial quarter at the end of April. It believes the collective solutions from the two companies will enable organisations worldwide to implement a single vendor suite to help transform customer engagement.

Kana brings approximately 900 global customers to Verint, which itself has more than 10,000 customers worldwide.

Announcing the acquisition, Verint said organisations today generate massive volumes of big data from engagement with customers and employee activities -- and it is much more data than they can collect, correlate and assess. In addition, the rise of mobility and a proliferation of communications channels has made it even more difficult for organisations to manage the people and processes required to respond to consumer expectations in a consistent, personalised and contextual manner.

Verint said itself and Kana together would help address the challenges together through a blend of software and services that span workforce optimisation (WFO) and customer service and support offerings.

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