October 08, 2012 11:00 ET

KANA Introduces Lagan Express Cloud Computing CRM Solution to Meet the Constituent Service Needs of the Government Mid-Market

Integrated Platform Ensures Consistent Customer Service Across All Channels, Including Phone, Email, Chat, Web Self-Service, Virtual Assistant and Social Media

PHOENIX, AZ--(Marketwire - Oct 8, 2012) - ICMA 2012 CONFERENCE - KANA Software, Inc., a global leader in customer service solutions delivered on-premise or in the cloud used by more than 900 organizations worldwide, including half of the Global 100 and 250 government entities around the globe, today introduced Lagan Express, a knowledge-centric multi-channel cloud customer service solution delivered via the Software as a Service (SaaS) model to meet the constituent service needs of mid-market public sector organizations, here at the 98th Annual Conference of the International City/County Management Association in Phoenix, Ariz.

Lagan Express provides a complete suite of integrated multi-channel contact and knowledge management capabilities to support improved customer service quality, accuracy and response times. A single, integrated platform ensuring consistent customer service across all channels including phone, email, chat, web self-service, virtual assistant and social media, Lagan Express unifies customer contact records and knowledge resources and automatically delivers contextual help and information when and where it is needed.

At the Lagan Express foundation is a centralized and powerful customer and service knowledge base that automatically scans text in emails, chat sessions and web self-service interactions to intuitively and autonomously find relevant information in seconds. The solution also features sophisticated reporting and analysis capabilities that provide real-time insight into the status of each department and agent, to support performance management. An API interface supports ease of integration among Lagan Express and operational systems such as ERP, accounting, work orders, CRM or other back office functions.

The Lagan Express SaaS delivery model yields tremendous benefits for public sector customers -- ROI is rapid due to quick implementation, with many customers operational in 8 to 12 weeks. Requiring no hardware or software installation, the Lagan Express solution is securely delivered, managed and monitored in the cloud by KANA, and accessed via web browser.

In addition to the low cost of entry and lower total cost of ownership (TCO), Lagan Express offers customers the ability to leverage world class infrastructure without capital expenditures and 24/7/365 uptime without around-the-clock staffing. Day-to-day administration of the system (including back-ups) is handled in a secure SAS 70 certified data center with the requisite levels of redundancy, scalability and security. The SaaS model also enables customers to leverage flexible "pay-as-you-go" pricing; apart from the initial implementation service, all other costs are paid periodically as part of an annual service contract.

"Lagan Express provides a simple, elegant and integrated customer service solution for organizations that must balance the constraints of time, resource and service pressures," said David Moody, head of product strategy for KANA Public Sector. "There is a need for sophisticated multi-channel contact and knowledge management offerings but a lack of budget for a major capital funded project or the resources to implement and support such a platform. Proven scalable to handle thousands of users and hundreds of thousands of transactions a day, Lagan Express is ideal to meet the needs of local government and public sector entities. Easily configurable and integrated with existing infrastructure, back office applications and web sites, the Lagan Express solution offers critical ease of use and rapid time-to-implement."

Lagan Express Agent Experience and Lagan Express Web Experience
Available in two "packages" -- Lagan Express Agent Experience and Lagan Express Web Experience, the two offerings can be implemented singularly or collectively in a seamless fashion. Lagan Express Agent Experience is a suite of agent-facing applications in a single agent desktop that includes capabilities to handle inbound and outbound email management, call management (including campaigns and Computer Telephony Integration connections) and letter, fax and counter documentation and transactions. Aside from providing a unified agent solution for all customer service channels, the solution also applies and monitors SLAs/response times. This allows organizations to easily manage customer service interactions and monitor responses from a single platform to deliver a consistent customer experience and service level across all communication channels.

Lagan Express Web Experience offers customer/citizen facing web applications including Web self service (with natural language search, FAQ, auto-suggestion, and portal services), Live Chat, Virtual Assistant, and Web form submission. Powerful and flexible web self-service and chat facilities together with focused knowledge management enhance the effectiveness and consistency of service delivery by ensuring that staff, customers and clients always find the answers they seek. It also is a key enabler of channel shift/eService to support the delivery of information and services with less money and resources.

Additional options include Lagan Express Mobile Experience, which provides mobile applications for service requests, and Lagan Express Social Experience, providing advanced social media analytics allowing organizations to listen to and identify important messages in social media, and engage directly with customers/constituents. Both can be integrated with the core Lagan Express service.

Lagan Express customers have access to KANA's 24/7/365 support. A number of standard implementation services are offered which cover implementation of all standard modules and training for most common project requirements, as well as individually tailored packages of implementation consultancy, technical assistance and training.

About KANA Software
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.

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Contact Information

  • Contact:
    Erin Lutz
    Lutz PR for KANA Software, Inc.
    +1 949 293 1055
    Email Contact