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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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May 21, 2015

Tech Tip – Gaining Insight from User Role Reports

Did you know that Version 11.0 and higher of Verint Workforce Optimization supports customized reporting for user access rights? Many of us have asked, Who is assigned to what role, and what is their scope? Fortunately, Verint makes it easy to access reports by person and organization to see an individual’s role and scope assignment. First, log in and select Reports, and under Requests and... Read more »

May 14, 2015

A Little Data Can Have a Big Impact on Customer Engagement

Are you using your customer data to full advantage? You might be surprised at the difference you can make in customer engagement by applying the data you already have to help your customers. I recently spoke with Customer Experience Report about an experience I had at a Japanese hotel where employees applied the data they had about me and presented me, at my breakfast table, with a black swimming... Read more »

May 11, 2015

Expected and Unexpected Benefits from Performance Management

A healthcare insurer and services provider received a “double bang for the buck” with its Verint Performance Management solution. I’ve written a few blogs about clients who have enjoyed improvements in employee productivity with employee scorecards (Leading Financial Services Firm, Does Kindergarten Belong in Business, Vision Insurer Enhances Employee Engagement), and this healthcare insurer is... Read more »

May 07, 2015

(Data) Corruption Running Rife in the Public Sector

A Forrester Research, Inc. report from November 2014 (“Better Customer Relationships Require Trusted Data” by Michele Goetz and Kate Leggett) pointed out the vital role of data quality in the success of CRM delivery, which, in the “age of the customer,” is intrinsically linked to the optimization of customer engagements. This report cites modelling that shows a 10-percentage point increase in a... Read more »

May 05, 2015

You Can’t Transform Customer Engagement Without Employee Engagement

A recent Gallup opinion poll made for some fairly grim reading for global organizations. It found that 70 percent of American workers are either “Not Engaged” or are “Actively Disengaged” from their workplaces. In Europe, the situation was even worse, with the highest engagement level being in Denmark. However, that number is still only 21 percent of employees engaged—France leads the way in... Read more »

May 04, 2015

Verint Speakers Travel the World in May

APCO Annual Public Safety Broadband Summit & Expo May 5; Washington, DC Verint’s Bill Pryor, senior director of public safety and mid-markets, will discuss “The Role of Security Analytics in a Big Data World: How to Make Big Data Actionable for Next Generation Law Enforcement Agencies” at 1:45 p.m. ET. In a next-generation law enforcement world, data is being collected at a pace difficult to... 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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