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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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July 21, 2016

To Improve Is to Change—to Be Perfect Is to Change Often: Part 2

In part one of this blog we reflected on how the challenge of delivering public services is occasionally increased by the advent of internal organisational change. This is something being wrestled with by over forty local councils and municipalities in New South Wales, Australia, which are being merged to form nineteen new organizations. Their efforts will need to be planned carefully and involve... Read more »

July 20, 2016

Align the Attack/Defense Mismatch Part 2: Address the Shortage of Cyber Skills and Resources

There has been a lot of discussion lately about the cyber skills shortage. No question our industry must do more to provide education about cyber security and to encourage more students to launch down this path. But in the meantime, there is much that can be done to help improve efficiency and alleviate the shortage by changing the way we work. Read more. The post Align the Attack/Defense... Read more »

July 19, 2016

“Just the Facts, Ma’am”

“Dragnet” was a popular 1950s-era detective television series starring Jack Webb as the stone-faced Sergeant Joe Friday. When interviewing witnesses Sergeant Friday always prefaced his questions with “Just the facts, ma’am.” Joe needed to get to the bottom of things. At some point we have all felt like Joe Friday when trying to get answers from an organization. Research sponsored by Verint... Read more »

July 18, 2016

Video Analytics Comes of Age…

Imagining the future of technology is exciting. I remember watching “Oceans 13” and “CSI” years ago, and thinking that the age in which security technologies would reach this level of advancement was far beyond the industry’s reach. At that point, video analytics was in its infancy, going through a ‘beta’ stage, if I may call it that. Some users found success but also experienced a high rate of... Read more »

July 15, 2016

Stop Online Fraudsters in their Tracks with Voice Biometrics

Did you know contact centers are becoming an increasing part of the online fraud life cycle? Since the rollout of “chip-and-pin” cards, fraudsters are devoting more time to online card not present (CNP) attacks. This includes exploiting the contact center for access to account information. However, there is a promising new defense against this increased digital fraud that accompanies chip and pin... Read more »

July 14, 2016

To Improve Is to Change—to Be Perfect Is to Change Often: Part 1

Winston Churchill, whose words are quoted above, clearly knew a thing or two about what it takes to be successful in public service. The business of delivering public services is beset with constant challenges—shifting political, economic and demographic sands make it one of the most challenging environments to work within. And, every so often, substantial internal changes are added to the... 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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