Creates Leading Independent Provider for Multi-channel Customer Service Solutions across Agent, Web, Social, and Mobile Experiences, Positioned to Exploit $5 Billion Market Opportunity

SUNNYVALE, Calif., July 10, 2012 – KANA Software, Inc., a global leader in customer service solutions delivered on-premise or in the cloud, and used by more than 850 commercial and public sector organizations worldwide, today announced it has acquired the award-winning process-based contact center provider Ciboodle from the Sword Group.

Study Aims to Capture the Trends, Services, Roles and Business Operations of the Next Generation of Customer Contact Centers

GLASGOW, U.K. – June12, 2012 – Sword Ciboodle, a global provider of customer engagement solutions, and CCA, the leading independent authority on customer contact strategies and operations, today announced an open invitation for participation in their joint research project that focuses on "Smart Service in the Contact Center," a study that will help organizations understand what is driving customer contact strategies and initiatives that are making service smarter and more effective -- ranging from decision making, to investments, to future plans. You can participate in the survey by visiting svy.mk/N3HUcA.

Customization, innovation keys to the award-winning company’s success

CHICAGO, IL and GLASGOW, UK– May 22, 2012 – Sword Ciboodle, a global provider of customer engagement solutions, is among the top CRM solution providers that cater to the needs of some of the world’s best known, large-scale blue chip consumer and business-to-business brands. In achieving this position, Sword Ciboodle has gone against the conventional wisdom of CRM practices, working to mold the platform to fit the requirements of the business, versus making the business fit into the software. This allows their clients to have the ability to grow and expand with changing customer demands. Sword Ciboodle counts Sears, Nicor National, Marie Curie Cancer Care, Bally Total Fitness and Admiral Insurance among these global brands.

Companies Struggle with Data and Process Integration as well as Defining Success, According to Study by thinkJar and Sword Ciboodle

CHICAGO, IL and GLASGOW, UK– May 1, 2012 – Sword Ciboodle, a global provider of customer solutions, and customer experience advisory thinkJar, today released the results of a research survey targeting US and UK companies with medium- to large-sized contact centers on their use of social media specifically for customer service. With nearly 400 responses from around the globe, and representation from more than 10 industry verticals, the research helped to reveal insights into how organizations are leveraging social channels for customer service. The analysis covers topics such as the longevity and maturity of the social customer service practice, the integration of social channels with traditional channels, and the decision and selection criteria used to determine social customer service programs.

UK's Leading Consumer Electronics Extended Warranty Provider Protects its Own Commitment to Superior Customer Service by Choosing Award Winning CRM Platform

CHICAGO, IL & GLASGOW, UK – April 3, 2012 – Sword Ciboodle, a global provider of customer engagement solutions, announced today that Domestic & General, a warranty services and comprehensive product protection provider for UK and International clients, has chosen Sword Ciboodle’s Customer Engagement platform to enhance its management and support of customers. This effort will underpin the company's rapid rollout of multi-channel customer services as it continues to expand in the UK and into Europe.