KANA Software

Integrating data from different sources and creating the general context for customer interaction through agents, the Internet, social networks and mobile devices, the solutions KANA accelerate request processing, raise indicators of problem solving and the index of loyalty (NPS). More than 900 enterprises, including the companies from the list of Fortune of 500 and more than 250 public institutions use them. KANA helps to do customer interaction more flexible and individual. The main office KANA is in Silicon Valley, in California; also KANA has representations worldwide.

2014: The Verint company purchased KANA Software

The Verint Systems company announced in January, 2014 signing of the final agreement about acquisition of KANA Software company. Verint and KANA intend to issue joint solutions.

With acquisition of KANA the number of clients of Verint which already exceeded 10,000 companies from the different countries of the world will increase by 900 organizations. The cumulative customer base of two companies which includes also a number of the general clients will soon get access to an expanded set of the solutions of the uniform world supplier supplementing each other.

The transaction on acquisition of KANA by Verint company is estimated approximately at 514 million dollars (cash, taking into account adjustments at the conclusion of the transaction). Financing of the transaction is provided at the expense of cash and loans of which about 100 million dollars will make available funds of Verint, about 300 million dollars are incremental term loans (on the conditions similar to the current term loans of Verint), and the rest will fall to the share of unused balance of a renewable credit of Verint. It is expected that the deal will be closed in the first financial quarter of Verint depending on whether the applicable normative period of a delay will expire and whether other conditions of the conclusion of the transaction which, according to the companies, should be applied to transactions of this kind will be satisfied or recognized insignificant.

As the legal advisor of Verint according to this transaction the Jones Day company acted. From KANA the company Goldman, Sachs & Co. acted as the financial advisor, and the legal advisor — Kirkland & Ellis LLP company.

Optimization of customer interaction

A joint set of products on the basis of the joint solutions KANA and Verint will allow the companies to store and arrange data on the customer interactions, business processes and employees productivity arriving from different departments. It, in turn, will help to increase efficiency of transactions, to reduce risks and to raise a customer loyalty, so, and revenues of the company. A set of joint solutions for analytics will help the organizations to reveal trends, to define the reasons of this or that behavior of employees or clients and to improve interaction on all channels.

Besides, the managed business processes and the recommended dialogs which will enter a joint set of solutions will help to make customer service more operational, exact and individual. The organizations will be able to react more correctly to different situations and to do to clients more attractive offers. Thanks to joint solutions (the latest sets for customer service from KANA and Verint Actionable Intelligence technology will enter them) the organizations will be able to integrate different channels and to optimize their work, doing customer interaction stabler, flexible and mutually advantageous.

Uniform approach to interaction management with clients on different channels

During customer interaction and activity of employees the modern organizations create huge amounts of data — much more, than they are capable to collect, to compare and estimate. At the same time the quantity, a variety and rates of creation of such data (which are in most cases deprived of any structure and hardly give in to the analysis) can complicate considerably work of the organizations, preventing them to react timely to a situation and to get profit.

In addition, in process of development of mobile technologies and rapid circuit multiplication of communications to the organizations becomes more difficult to manage people and processes which, in turn, should provide stable quality of service, flexibility and individual approach. Many companies hardly are given customer-oriented policy, often it is hard to transfer the necessary information from one channel to another. To get the maximum profit at reasonable costs and to strengthen customer relations, the companies need to manage rationally different aspects of these relations and more effectively to use the available resources.

Verint and KANA through joint efforts will help to solve these problems, having provided the software complex set and services for optimization of work of personnel, service and a customer support. Verint offers the advanced opportunities in Workforce Optimization and Voice of the Customer Analytics, including voice record and biometrics, monitoring of quality, speech and text analytics, management of a feedback at the enterprise, personnel management and performance, analytics of desktop applications and processes, e-learning and mentoring. KANA, in turn, proposes attractive solutions for customer service, such as desktop for agents, management of addresses, knowledge management and also management of answers to addresses by e-mail, in chats and social networks.

Stable customer service quality thanks to increase in interest of employees

Common offering from Verint and KANA will help the organizations to analyze data on clients and employees to project and implement the customer-oriented business strategy integrating people and processes. As a result heads will achieve bigger coordination in the organizations for ensuring individual approach to each client. Employees, in turn, will begin to show big interest to the work and will execute more effectively it thanks to implementing solutions for storage and streamlining of information about clients and performance which allow to predict measurable and stable business outcomes.