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Mayer Brown, a leading global law firm, advised the IT service provider Sword group in the sale of Ciboodle, a CRM software editor based in Glasgow, to the American company Kana Software.

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.

Many of the world’s best known customer-centric Fortune 500 companies and leading government entities rely on KANA and Ciboodle for advanced customer engagement across multiple channels. Recognized by leading analyst firms such as Gartner and Forrester Research, together the two companies create a formidable independent provider of customer service solutions, set to take advantage of an extensive $5 billion+ market opportunity for customer experience management, forecast to grow at between 5-12% through 2015 (6% CAGR) within the larger overall customer relationship management (CRM) space.1

The Ciboodle acquisition adds new complementary product offerings and industry expertise, extending and enhancing the overall KANA value proposition – particularly around agent desktop, business process and case management in the contact center, and social CRM communities on the web – and comes on the heels of KANA’s acquisition of Trinicom, a provider of cloud-based web customer service and customer interaction management, announced April 2012, which expanded the company’s market reach to mid-sized businesses globally via software-as-a-service (SaaS).

On this transaction, Mayer Brown (Erwan Heurtel) advised Sword Group.