The new offering marries KANA's extensive experience in the government and commercial sectors. The result is functionality and expertise that governments need to improve customer service and reduce the cost to serve, along with the enterprise-grade scalability, security and ease of use that has long benefitted KANA's corporate clients.
Government executives worldwide are demanding their agencies come out of the "digital dark ages" and become more citizen-centric, including U.S. President
Government has trailed the commercial sector in making its offerings accessible online despite having an even greater imperative to lower the total cost to serve in the current age of austerity. However, a recent survey for KANA showed government adoption of online self-service technology is on the rise, with 40 percent surveyed saying they hope to have 25 to 49 percent of their services accessible via self-service technology, such as the Web, mobile or kiosk within the next 12 to 18 months.
"While government as a whole is moving forward with Digital First strategies, concerns over security risk and data loss continue to thwart agencies' efforts to launch successful online initiatives. LAGAN Enterprise is designed to eliminate these barriers to entry, and helps magnify the ROI agencies can achieve from digital service," said
"We invest in KANA for their continuous help improving productivity and service experiences for our one million residents," said
Key new LAGAN Enterprise functionality includes:
Social Media Integration. The platform also offers new functionality to support seamless handling of social network communications, including Twitter and Facebook, in a similar manner as other channels. By leveraging social media, agencies can support a quick, easy and cost-effective channel for dialogue on topics ranging from emergency preparedness, utility outages or missed trash pickup.
New Mobile Capabilities. The advent of the smartphone has given governments an important tool for citizen engagement. New LAGAN Mobile efficiencies leverage the engagement of "citizen sensors." These features streamline service requests initiated by citizen mobile devices, via address and location handling, for more exact pinpointing of work sites, reducing the cost of service delivery.
Citizen Status Updates. While Digital First efforts to date have focused on providing access to information and services, issue resolution and reporting must also be addressed in the interest of responsiveness and accountability to citizen tax payers. New features in LAGAN Enterprise address closed loop reporting to keep the customer informed throughout service delivery, improving government transparency and mitigating "avoidable contact," which can trigger costs for agencies.
Deployment Cost Savings. A new tool expedites the deployment of existing services through the secure Web self-service portal and employee mobile application, reducing deployment and maintenance costs.
The new LAGAN Enterprise functionality maps to the need for governments to embrace digital channels that meet citizen expectations for customer-centric service, which industry analyst
The latest release of LAGAN Enterprise is available today, offering choice and flexibility in licensing and deployment scenarios, including cloud, on-premises and hybrid models.
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates with -- and about -- your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations. By unifying and maintaining context for customer journeys across agent, Web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter scores (NPS) at more than 900 enterprises -- including many of the Fortune 500 and more than 250 government agencies. At KANA, we help create differentiated and personalized customer experiences that count.
KANA is based in
KANA is a registered trademark of
(1) "2014 Trends to Watch: Government Technology," Ovum,
Ryan Zuk KANA Software, Inc.+1 626 275 7625 Email Contact Erin LutzLutz PR for KANA Software, Inc.+1 949 293 1055 Email Contact