LONDON — (Marketwire) — 10/04/12 — Attendees at the annual customer summit are getting a first look at the newest Lagan offerings to support government to citizen engagement from , which further enhances the company-s position as the leader in the government CRM space in the United Kingdom, Australia, and North America, with more than 250 government entities worldwide.
Now available is the newest version of the solution offering several key enhancements; chief among these are a new ESRI Map Adapter and a new Campaign Management module to support outbound correspondence via email, SMS text message and hard copy or “white mail”.
The Lagan ESRI Map Adapter underscores the importance of accurate location mapping to government CRM, supporting fast and efficient service delivery. Leveraging features from ESRI-s latest GIS (geographic information systems) product, the Lagan ESRI Map Adapter helps agents understand and visualize data to make better decisions faster. Further, it supports greater accuracy and efficiency, with robust integration that supports more business processes in the contact center than ever before. Now agents can easily pinpoint locations for service requests/issues and link those locations to new tickets and/or append to existing service tickets via drag and drop functionality. In addition to improved accuracy, this new functionality results in time savings of 30-50% per ticket, allowing agents to handle more calls in the same amount of time.
The new Lagan Campaign Management module addresses the need for improved management of outbound communications — and delivers improved productivity, consistency, and overall constituent service experience, as well as reduced paper handling and storage requirements. Supporting email, SMS text message and hard copy white mail, the module supports streamlined business processes, including list management, provision of standardized SLA tracking and response templates, reporting, and attachments support to allow for scanned documents to travel with record.
KANA also is previewing its forthcoming release of Lagan Mobile and Lagan Open311, both of which are targeted for generally available in Q4 2012. The Lagan Mobile offering enables government entities to quickly and easily launch a self-branded mobile app that their citizens can download at no charge and use to report and track issues while on the move. It enables citizens to transmit photos and GPS information to support the precise description and location of street-based issues such as potholes, graffiti and street light outages, in a format that an in-house system can track. It also provides the built-in ability for citizens to track resolution of their issues, without the need to call the contact center, which helps minimize call volumes.
The newest Lagan Mobile release builds on its previous device support for Apple and Android to support any browser-enabled device, smart phone or otherwise, for dramatically improved mobile access to services. Additionally, new mobile payment functionality has been added via integration with PayPal, one of the world-s most easy to use and trusted electronic payment platforms with more than 110 million active account holders worldwide.
Lagan Open311 allows government organizations to seamlessly and efficiently connect compliant third-party mobile and web applications to their KANA Lagan product suite implementation, such that issues can be passed directly to the back office for processing. Lagan Open311 is built on the latest version of the Open311 specification and is maintained by KANA in the cloud to remain current with future upgrades of the Open311 standard when they are released. The service is hosted by KANA in the cloud via the software-as-a-service model (SaaS), eliminating the need for capital expenditure on hardware or software.
“The KANA Connect customer summit is the perfect opportunity for our government customers to see, hear and experience all the new Lagan offerings that we are bringing to market to support the future of constituent engagement,” said David Moody, head of product strategy for KANA Public Sector. “We-re proud to deliver technology offerings, services and support to help today-s most progressive government entities meet the needs of digital citizens in neighborhoods around the corner and around the globe.”
KANA makes every customer experience a good experience. A global leader in customer service solutions delivered on-premise or in the cloud, KANA lets organizations take complete control over customer service interactions, so they can take care of customers, while managing costs and reinforcing brand. 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 score (NPS) at more than 900 enterprises, including half of the Global 100 and more than 250 government agencies. KANA is based in Silicon Valley, California and has offices worldwide.
Follow KANA on Twitter:
KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.
Contact:
Erin Lutz
Lutz PR for KANA Software, Inc.
+1 949 293 1055
You must be logged in to post a comment Login