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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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December 17, 2014

Coming Together at Driving Innovation 2015

Coming together is what Driving Innovation 2015, the Verint Systems Global Customer Conference, is all about. Registration is now open, so be sure to take advantage of early-bird registration discounts! It’s about Verint and KANA coming together to provide you with solutions to help you optimize your customer engagement. It’s about you coming together with peers and industry experts to share... Read more »

December 17, 2014

I Actually Enjoy Terrible Customer Service

Don’t worry, this isn’t going to be one of those long articles whining about the terrible state of customer service. I actually enjoy terrible customer service.   There’s a joke toward the end of Woody Allen’s movie Annie Hall: “A guy walks into a psychiatrist’s office and says, hey doc, my brother’s crazy! He thinks he’s a chicken. Then the doc says, why don’t you... Read more »

December 15, 2014

Webinar: Super-Charge Your Customer Engagement Strategy

Many organizations are facing increasing customer demands for higher quality of service, personalized engagement, and an easy, integrated way of doing business. Are you? If so, we invite you to learn more about an Engagement Management offering that can help super-charge your customer engagement strategy. Are you ready to engage your customers more effectively to keep them for the long term? The... Read more »

December 12, 2014

Framing the House of Customer Engagement Optimization

Have you ever remodeled a home where you wanted to remove a wall, only to be told by the contractor that it was a “load-bearing” wall? That bit of news can sometimes blow a budget, but it’s reassuring to know that the home has structural integrity and that you can keep it intact with a bit of planning and engineering. Big ideas need support as well. Every great concept or endeavor can be... Read more »

November 18, 2014

Digital Only – What You Don’t See Is What You Don’t Get, Part 2

Successful digital strategies recognize the need to support customers through the provision of chat, email, voice and other suitable channels. Without offering a route to direct, more immediate contact than Web-based forms, the service being offered will fail to meet public demands and will actually end up costing money as customers take specific issues direct to channels that are not optimized... Read more »

November 17, 2014

Digital Only – What You Don’t See Is What You Don’t Get, Part 1

The way we communicate is changing rapidly – not just the “how” but also the “why”. New technologies make it easier than ever to communicate with one another regardless of where we are – at home, at work or on the move. Against this backdrop, it is not surprising that older communication technologies are struggling. In the past year, calls from landlines fell by 10.7 percent, from 103 billion... 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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