NEW ORLEANS, LA--(Marketwired - Sep 17, 2013) - KANA CONNECT 2013 - KANA Software, Inc., a global leader in customer service solutions delivered on-premises or in the cloud and used by more than 900 organizations and government agencies worldwide, today announced the launch of LAGAN Web Self-Service. The LAGAN solution empowers citizens with convenient access to government information and services anytime, anywhere and from any Web browser-enabled device of choice to support government "Digital First" channel-shift strategies that improve service and reduce costs.
With LAGAN Web Self-Service, government agencies can easily offer personalized Web experiences that residents and businesses can use anytime to find information, and initiate and pay for services.
"Severe budget constraints and citizen demand for more transparency have forced governments worldwide to rethink how to manage many public services and do more with less," said David Moody, head of worldwide product strategy for public sector, KANA. "Given widespread use of the Internet, social media and mobile technologies, citizens have come to rely on the convenience of self-service channels in many areas of their lives, and expect this same efficiency in their government interactions. With LAGAN Web Self-Service, government agencies can implement a 'Digital First' framework that opens access to services while complementing existing in-person, phone, email or whitemail channels."
Governments have struggled to reap the benefits of Web self-service due to integration and security issues. Online and mobile services must be tightly integrated with front- and back-office systems to ensure information remains consistent across channels. Online services that are not properly integrated can defeat the purpose of channel shift -- inadvertently increasing the cost of service. Moreover, the lack of an appropriate security strategy -- one that makes services secure yet is not unduly arduous -- has thwarted online access to government services. Additionally, the advent of new device types, including Web-enabled tablets, phones and smart TVs, has exponentially increased these challenges.
Breaking Barriers: Online Services Made Secure, Accessible and Mobile-Ready
LAGAN Web Self-Service was designed to remove these barriers, ensuring Web-enabled government services are fully integrated, secure, accessible and ready for consumption by today's latest devices. The KANA open services interface helps organizations maximize convenience by making services available via applications citizens use daily, such as social networking sites, online banks or online supermarkets.
KANA Responsive Web design technology ensures LAGAN Web Self-Service is device- and operating system-agnostic, automatically optimizing content for viewing on a wide range of devices.
Through just-in-time authentication, citizens need only register and confirm their identity once to gain access to a wide variety of services. Furthermore, GIS integration supports Google Map display, and improves accuracy and efficiency of delivery for citizen service requests.
LAGAN Knowledge Management can be delivered as part of a LAGAN Web Self-Service solution so customers can retrieve an unparalleled quantity of ever-changing information about policies, regulations and services. This presents a significant opportunity to improve service experience and reduce the cost to serve, since up to 80 percent of face-to-face and contact center interactions are information requests.
LAGAN Web Self-Service will be available this month and is part of a suite of LAGAN solutions that support Digital First channel-shift strategies via Web, mobile and social media applications.
About KANA Software
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 Silicon Valley, California and has offices worldwide. For more information visit www.kana.com, phone +1 800-737-8738, and follow KANA on Twitter @KANAsoftware.
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