Novell Strives to Improve Customer Service

Colin C.

Updated · Dec 02, 2003

Adding to its IT customer list, enterprise software provider Kanisa has signed network software specialist Novell as a customer.

The license deal includes Kanisa’s Support Center and Support Site products, which will help Novell’s 500 call center agents and millions of Web site visitors, respectively, troubleshoot problems.

Provo, Utah-based Novell will integrate the software with its current customer relationship management offerings from Siebel Systems .

“Previously, Novell used a variety of tools, but one of the things they wanted was both agent-facing applications as well as Web self service,” Ben Kaplan, a Kanisa vice president told

In the IT sector, Kanisa, of Cupertino, already counts high-tech giants Hewlett-Packard, Microsoft, Apple (also a minority stakeholder) and eBay as customers. Elswhere, telecom provider Sprint, automaker Ford and drug manufacturer Novartis, use part or all of the Kanisa5 Suite.

Financial terms were not disclosed, however, but Kaplan called it a “significant” win for the privately held, venture-backed firm. He added that Novell previously used Kanisa rival Primus for call center CRM applications.

A Novell spokesman was not immediately available for comment.

Cupertino, Calif.-based Kanisa is coming off a busy year. In May it improved its software and name recognition by buying of an Ask Jeeves unit.

Four months later, the firm banked $13 million in new financing to bolster its sales force, improve communication with analysts and the media, develop industry-specific versions of its products; and more tightly integrate its products.

Kanisa, which sells direct as well as through outsourcers such as Amdocs, now has about 100 employees in offices across the United States.

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