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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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External URL: http://info.kana.com/lagan-crm/webinar/lagan-enterprise-web-self-service-14r1

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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External URL: http://info.kana.com/lagan-crm/webinar/lagan-enterprise-14r1

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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October 24, 2014

It Was, Is and Always Will Be About Empowerment

Does anyone pay for mobile ring tones anymore? A few years ago, it was usually the first thing I tried to do when I got a new mobile. Now I can change my ring tone in seconds and choose from my own music catalogue.   Does anyone still rent DVDs? We’ve moved from watching films in a cinema to watching them at home to being able to choose from a catalogue of movies and TV programs and stream... Read more »

October 13, 2014

Are You Engaging Your Customers Better This Week Than Last Week?

National Customer Service Week 2014 is a wrap! It’s always good to take a week to focus on how well we (that’s the royal “we”) serve our customers and future customers—after all, it’s the most important thing any organization does. In keeping with that, we hosted a live one-hour “Tweet Jam” on Friday, October 10. Many thanks to my co-host Dave Capuano and our featured guests,... Read more »

October 09, 2014

Nobody Puts Customer Service in a Corner

Well, actually, they do. The majority of business websites still put customer service contact details two or three clicks inside their sites, rather than on their homepage. Most homepages focus entirely on sales, yet it’s estimated in a recent Forbes article that 80 percent of visitors to a company’s website are seeking support. However, within financial services, this attitude toward customer... Read more »

October 07, 2014

Video Series: Best Practices for the Agent Desktop – Part 3

During the past few weeks, I’ve posted the first four videos in my series on best practices for the agent desktop. There’s one final tip I want to share that can help maximize your agents’ productivity and improve the consistency of answers provided in your contact center. Typically, when agents are working with a customer and are unsure of what to do, they have to either ask someone, consult an... Read more »

October 06, 2014

Customer Service – A Successful Organization’s Foundation

Every successful organization maintains a focus on one priority above all others over the long run: serving their customers. In honor of those who serve customers, Verint celebrates National Customer Service Week during the week of October 6-10. This week-long event is dedicated to acknowledging the critical importance of customer service and honoring the professionals on the frontlines who... Read more »

October 01, 2014

New Ways To Engage Customers More Effectively – Part 2

In Part 1 of this blog I highlighted some important ways I’ve observed today’s leading organizations move toward driving customer engagement, including omnichannel customer experience and more personalized interactions with customers. In this second part of the post, I want to address another way I’ve seen true engagement begin to take shape. Optimizing the Workforce Employee engagement arises in... 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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