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LAGAN Integration Adaptors


Experience: Web Agent Social Mobile

Unable to achieve your target savings through a lack of integration?

The LAGAN product suite 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 to be integrated to by multiple systems.

This is evidenced by the fact that the LAGAN product suite has been integrated to (and with) over 500 systems to date.

As a result of the product's openness, there are many Integration Adaptors, both from KANA and its partners, that provide out-of-the-box connectivity with common systems found in the Public Sector.

Unable to achieve your target savings through a lack of integration?

The LAGAN Integration Adaptors are categorized according to one of the following integration approaches:

  • Application User Interface. Techniques include desktop integration of web-based applications intelligently with URL decoration or similar and "screen scraping".
  • Application Programming Interface (API). Arguably the most powerful but most time consuming integration technique, this provides access to the functionality and data of an application without bypassing the application's business logic.
  • Application Database. Arguably one to be avoided as you are bypassing the application's business logic (at least for n-tier architectured systems), this still has an important role to play, particularly in relation to business intelligence.

And according to one of the following system types:

  • Infrastructure. Refers to systems that provide non-service / business specific functionality that can typically be consumed across the enterprise. Examples include telephony, document management and GIS systems.
  • Line of Business. Refers to systems that provide service / business specific functionality that are typically only consumed within a specific service or business area. Examples include Public Works, Property Tax, Social Care and Property Management systems.

The LAGAN integration adaptors include:

Cisco Unified Contact Center Enterprise (UCCE) Adaptor

Category: Application Programming Interface / Infrastructure

Telephony integration is a key requirement within contact centres including those found in the Public Sector and as a consequence of this, the LAGAN product suite has been integrated to over 20 different telephony systems including Cisco, Avaya, Macfarlane, Telephonetics, Mitel and Siemens.

The Cisco UCCE Adaptor is therefore one of many telephony adaptors provided by KANA and its partners that enable Average Handling Time (AHT) efficiencies to be obtained in the contact centre.

The features available in each adaptor vary depending on telephony system but the minimum set includes features such as screen pop and automated dialing while some provide telephony specific features such as call recording.

ESRI Geographic Information Systems (GIS) Adaptor

Category: Application User Interface + Application Programming Interface / Infrastructure

Another key requirement within the Local Government market, particularly in the North America 311 market, GIS integration enables supports location-based processes including reports about public spaces. As a consequence of this, the LAGAN product suite has been integrated to the main GIS systems including ESRI, Google Maps and OpenStreetMap.

The ESRI Adaptor is therefore one of several GIS adaptors provided by KANA and its partners that enable locations to be accurately determined driving efficiencies particularly in fulfilment processes.

Given the wide range of location-based processes in the Public Sector, KANA sometimes has multiple adaptors for the same GIS system. For example, there are two different KANA ESRI adaptors supporting different types of business processes.

 

IBM Websphere Middleware (including IBM Websphere Enterprise Service Bus)

Category: Application Programming Interface / Infrastructure

More and more Public Sector organizations are investing in SOA middleware suites like IBM Websphere Process Server to allow them to maximize the connectivity between all the systems within their organization. The LAGAN product suite has been integrated to many of the common middleware systems including IBM Websphere middleware, Oracle SOA Suite, Biztalk, Aqualogic, Weblogic and WS02.

In this case, the LAGAN product suite doesn't have an adaptor specific to a particular middleware suite because, thanks to open standards, it doesn't need to. Instead, the LAGAN Enterprise Integration Toolkit supports a range of integration open standards including Java Messaging Service (JMS) through the Event Publisher mechanism and provides an extremely comprehensive library of functions available through its Web Services API.

Northgate Revenues and Benefits

Category: Application User Interface + Application Programming Interface / Line of Business

High customer interaction service areas, such as Housing (Tax) Revenues in the UK, can benefit from a tailored integration approach to maximize the benefits available. Other areas include Public Works, Environmental Services and Property Tax.

The Northgate Revenues and Benefits Adaptor is one of several Line of Business (LOB) system adaptors provided by KANA designed to do just that, supporting faster responses times and empowering the front office to handle what would otherwise be complex queries or requests.

Examples of similar adaptors include IDOX Uniform (supporting property planning control services, environment health services), Capita Academy Revenues (supporting property tax revenue services) and Pitney Bowes Confirm (supporting Environmental and Highways services).