KANA Upgrades Customer Service Suite for Public Sector

KANA Software has released the latest version of its LAGAN Enterprise customer service suite to help the public sector meet its “digital first” strategies, while reducing costs and improving public service engagements.

The upgrade delivers a new knowledge management platform, support for a mobile employee strategy and a 24/7 online self-service function as well as improvements to case management and integration capabilities. The new features are designed to help public-sector organizations better manage and improve citizen relationships while reducing costs through improved efficiency, faster responses and the elimination of information silos.

“The public sector has been ill-equipped to deal with the digital customer, until now,” James Norwood, chief marketing officer, KANA Software, said in a statement. “LAGAN Enterprise enables organizations to meet these demands while supporting service delivery to everyone, including non-digital customers.”

KANA created the new LAGAN Enterprise customer service offering with input from its public-sector customers worldwide. Three new capabilities added to the LAGAN Enterprise 13R1 software version focus on “digital first” customer service. These capabilities include a knowledge management platform, a mobile employee strategy and a 24/7 online self-service solution.

The LAGAN Knowledge Management feature is a new knowledge platform and user interface that offers greater ease of use and flexibility. As an example, a new agent search user interface, designed to integrate into any engagement channel, includes meta tags for search filtering and user ratings for content.

The LAGAN Employee Mobile feature, targeting cost issues around public sector field-service employees, leverages smart mobile computing to improve efficiencies. The new capability allows employees to view, accept, update and close cases while in the field.

The mobile solution supports iOS and Android operating systems, and features a responsive design to adapt to the screen size of smartphones and tablets.

The third key upgrade is LAGAN Web Self-Service, which delivers 24/7 online self-service support. This allows users to find answers to queries via the Knowledge Management functionality on the Web, said KANA.

Other new capabilities include enhanced case management for improved and lower cost of service, enhanced integration for back-office operations to improve service efficiency, and improved features for call center agents. In addition, the LAGAN Enterprise 13R1 is available in cloud, on-premises and hybrid deployment models. Flexible licensing plans are available.