KANA, a provider of knowledge-powered customer service applications, today announced that it has closed its acquisition of Hipbone, a provider of online customer interaction solutions. As a result of this acquisition, KANA has added Hipbone’s Web collaboration, chat, co-browsing and file-sharing capabilities to the KANA iCARETM suite, expanding KANA’s reach to all points of customer interactions.
The growing need for online web-collaboration customer service offerings is in particular demand from key vertical industries such as financial services, healthcare, telecommunications and high-technology. Moving forward, the functionalities of Hipbone’s Web-collaboration solutions will be integrated into KANA’s evolving vertical product lines, allowing companies from within these verticals to meet their customer service needs.
“First-generation implementations of live-web assistance tools were often too horizontal and unfocused and as a result, many companies failed to achieve planned ROI.” said Tim Hickernell, Vice President, META Group. “However, companies are realising significant increases in online transaction conversion rates, such as sales and enrolments, from deploying targeted vertical applications of live web assistance tools. As a result, we expect significant growth in the use of these tools through 2006, driven by an increased contextual integration of live web assistance into vertical sales, marketing and service processes.”