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LAGAN Enterprise Latest Product News

The new LAGAN Enterprise is here

KANA is proud to announce the latest capabilities of the LAGAN Enterprise customer service suite for public sector organizations, designed to address the demands of the digital customer and the continued tightening of government budgets.

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LAGAN Enterprise New Capabilities

LAGAN 14R1 New Features

LAGAN 14R1 New Features

Released on January 14, this major new release - LAGAN Enterprise 14R1 - enables you, the Public Sector, to fully unlock the economic value that can be derived from your "digital first" strategies.

LAGAN Knowledge Management

LAGAN Knowledge Management

LAGAN Knowledge Management features an all-new Knowledge platform and authoring interface that offers improved speed, flexibility and knowledge authoring functionality.

LAGAN Enterprise Employee Mobile

LAGAN Employee Mobile

LAGAN Employee Mobile allows public sector workers to easily view, accept, update and close cases while in the field, for streamlined mobilization and coordination of field resources.

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January 14, 2014

KANA Announces Latest LAGAN Enterprise Release Answering Call for Secure Government Access, World-Class Service and Lower Costs in “Digital First” Era

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June 24, 2013

Social Housing Landlords Fear Potential for Mass Rental Arrears

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LAGAN Enterprise Solution Description

This document defines the functionality, features and benefits of the LAGAN Enterprise product suite.

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LAGAN Enterprise Agent Desktop

LAGAN Agent Desktop is uniquely tuned to the Public Sector’s requirement. It puts your agents on the path to success by giving them a clear view of their next steps, whatever direction a...

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LAGAN Enterprise Knowledge Management

LAGAN Knowledge Management delivers the right knowledge through context.  Most knowledge management engines emphasize the query –  the handful of words a user chooses to type but, in...

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LAGAN Enterprise Employee Mobile

LAGAN Employee Mobile allows public sector workers to easily view,  accept, update and close cases while in the field, improving worker efficiency  and the accuracy of SLA response metrics...

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LAGAN Enterprise Customer Mobile

The phenomenal rate of growth of smartphone and tablet adoption shows no sign of easing. Increasingly customers expect to use a mobile device to access the Internet, make payments, make service...

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LAGAN Enterprise Open311

LAGAN Open311 allows public sector organizations to seamlessly and efficiently connect Lagan and compliant third-party mobile and Web apps to their LAGAN Enterprise implementation so their issues can...

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LAGAN Enterprise Business Intelligence

Traditionally, the problem faced by many organizations is not a lack of data, but of the inability to turn that data into meaningful information. LAGAN Enterprise Business Intelligence is uniquely...

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LAGAN Enterprise Experience Analytics

Social media has changed the way government interacts with citizens.  Public sector service organizations need to listen, monitor and analyze citizen interaction on social media, as well as use...

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LAGAN Enterprise Integration Adaptors

LAGAN Enterprise was architected from the ground up around “Service Oriented Architecture” principles to be an open system, allowing it to integrate with multiple systems and, in turn, be...

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LAGAN Enterprise Web Self-Service

"Digital First" channel strategies through Web, mobile and social interactions have introduced direct customer benefits through flexibility, anytime, anywhere availability and lower service...

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February 20, 2014

The New LAGAN Web Self-Service 14R1

Join us for part two of our LAGAN Enterprise webinar series to discover how agencies can cost effectively improve and increase availability of online services in alignment with best practice data security and privacy protocols.

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February 6, 2014

The New LAGAN Enterprise 14R1

Join us for part one of our webinar series, designed for future LAGAN customers and partners, and experience the key driving themes behind the latest LAGAN Enterprise release.

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February 26, 2015

The Role of People in the Digital World

We’ve all seen it, whether in a restaurant, on a train or bus, or at just about any public location. People are spending time interacting with their smartphone, tablet or other digital device. We live in a digital world where you can access information online whenever and wherever you want. Companies and organizations have adapted to this digital world, allowing customers to research, shop and... Read more »

February 24, 2015

Customer Service Trends for 2015

It’s time to look ahead to see what 2015 has in store for the world of customer service. Here is what I foresee happening this year. Service is the new marketing. This has never been truer than now and will accelerate in 2015. It is critical for an organization to sustainably meet customers’ expectations and support them through their journey — the so-called “zero-eth moment of truth.” The... Read more »

February 18, 2015

Survey Shows that Organizations are Embracing Customer Engagement Optimization

On a recent flight, I passed the time by reading this year’s thinkJar Channel Adoption and Usage Study in Customer Service report carried out on behalf of KANA® Software, part of Verint. And, it was quite thought-provoking. A key finding for me was the continuing shift of customer experience initiatives from the realm of marketing to an operational home within service organizations. This is very... Read more »

February 18, 2015

Vacation Heck and the Customer Experience

Ahhh, holidays. I use that word in both senses: a break from regular working life usually spent with friends and family that often involves travel—and the traditional celebrations occurring near the end of the calendar year. They are both often full of fun, relaxation, stress and conflict—often all at once. For Thanksgiving my family and I decided to do things a little differently and headed to... Read more »

February 17, 2015

Ventana Research Gives Verint Top Honors in 2015 Value Index for WFO

Most organizations today want to demonstrate that their dollars are buying valuable solutions and services. Budgets are scrutinized; complex issues abound—and results are usually demanded quickly. Therefore, more than ever, choosing a business partner that’s a proven leader in their field can be a wise choice. As such, Verint is pleased to announce that research and technology advisory firm... Read more »

February 13, 2015

Don’t Miss These Two February Verint Webinars

The Insider’s Guide to Customer Experience Success February 17; Verint Webinar Series Interested in customer experience success but not sure where to start? In the first of this three-part webinar series, Verint customer experience experts Brian Koma, vice president, customer analytics, and Sean Mahoney, strategic solutions, customer analytics, will participate in the 1 p.m. ET session titled “... Read more »

Change Case Type

LAGAN Agent Desktop now supports easy case reclassification with automated updating of case SLA and queue assignment.

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Email and Agent Desktop Light

KANA is proud to announce the next generation of KANA Enterprise, delivering customer service by design.

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New Integration Capabilities

LAGAN Enterprise has new integration capabilities that support multi-channel end-to-end business processes.

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Web Self-Service Case Management

LAGAN Web Self-Service delivers anytime, anywhere access to services.

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LAGAN Agent Desktop

LAGAN Agent Desktop now supports retrospective case creation and closure, important capabilities that improve SLA accuracy and service goal metrics.

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