Fusione fra ServiceWare Technologies e Kanisa. CMP Media: "ServiceWare Technologies, which develops knowledge management software for customer service and help desk operations, is merging with Kanisa, which sells software that automates customer service resolution. The companies say that the merger will let them sell a comprehensive suite of service resolution management applications for customer service agents, self-service, and peer support, delivered on an integrated knowledge management and search platform.

Bruce Armstrong, CEO of Kanisa, will stay on as CEO of the merged businesses. 'The merger of Kanisa and ServiceWare accelerates our joint vision to become the dominant provider of Service Resolution Management applications,' according to Armstrong, who adds, 'Kanisa's product leadership in personalized self-service, NLP search, collaboration technologies and resolution workflow are an excellent complement to ServiceWare's strengths in self-learning and self-organizing knowledge sharing. We believe that the combination will create an unparalleled knowledge management platform and the most complete and powerful suite of service resolution applications.'"  ¶ 08:35