KANA Launches Next-Generation LAGAN Enterprise Customer Service Suite for Cost-Effective, Omni-Channel Public Sector Engagement


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KANA Launches Next-Generation LAGAN Enterprise Customer Service Suite for
Cost-Effective, Omni-Channel Public Sector Engagement; Major New Release
Features Knowledge Management, Employee Mobile, Web Self-Service and
Enhancements to Case Management and Integration Capabilities

SUNNYVALE, Calif., June 18, 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 introduced a major new release of its LAGAN
customer service suite for public sector organizations. The new version
offers extensive functionality to manage escalating workloads and citizen
expectations in an omni-channel era punctuated by severe budget constraints.
LAGAN Enterprise empowers public sector entities to manage government and
citizen interactions; improve service efficiency and speed of response;
reduce the cost to serve; and eliminate information silos, all while meeting
“Digital First” mandates.

Three New Applications Deliver Digital First Customer Service by Design

The first omni-channel Knowledge Management solution designed to meet the
specific needs of public sector constituent service, LAGAN Knowledge
Management features an all-new knowledge platform and user interface that
offers improved speed, flexibility and easier knowledge-authoring. A new
agent search user interface incorporates meta tags for search filtering and
user ratings for content, and is designed to integrate seamlessly into any
and all engagement channels.

Public sector field-service employees are the most costly resource of any
government budget, and are often coordinated through ineffective paper or
dispatch-driven processes. Leveraging the power of smart mobile computing to
improve efficiencies, LAGAN Employee Mobile allows public sector workers to
easily view, accept, update and close cases while in the field. Supporting
iOS and Android, LAGAN Employee Mobile features a responsive design that
adapts screen size to accommodate smartphones and tablet devices.

LAGAN Web Self-Service supports 24/7 year-round online self-service,
enabling customers to find answers to queries via comprehensive Knowledge
Management functionality on the Web.

Other new capabilities include:

Enhanced Case Management for Improved /Lower Cost of Service – New
capabilities address a major source of waste and contribute to Service-Level
Agreement (SLA) performance inaccuracies – misclassified cases – through a
re-classification mechanism that enables the organization to re-classify
cases for more timely and cost-effective resolution. Conservative estimates
indicate 1 in 3 government service requests are misclassified due to
inaccurate or vague information received, triggering added cycle time and
expense, and preventing expedient resolution.

Enhanced Omni-Channel Integration for Improved Service Efficiency-Through an
updated “event publisher” mechanism and a new Integrator Web Application
(IWA), LAGAN Enterprise supports enhanced integration among back-office
operations and the proliferation of digital channels that have become the de
facto standard in today’s public sector service environment.

Enhanced Agent Desktop to Empower Call Center Agents -LAGAN Enterprise
empowers call center agents to engage with constituents accurately,
consistently and completely across all touchpoints. Additional features
enhance email query productivity and compliance management on par with email
solutions previously only available to commercial entities.

LAGAN Enterprise: Designed for the Digital Customer in an Age of Austerity

LAGAN Enterprise addresses the essential need by government to improve
citizen relations and services while keeping related costs in balance.

“The operating mantras across governments have been shaped into a well-worn
truism: do more for less,” said Ovum analyst Nishant Shah. “It is the
driving characteristic for the public sector’s operating context, whether in
hard-hit agencies struggling with fiscal austerity or those that emerged
from the downturn unscathed. However, long-term shifts in technology,
economics, climate and geopolitics are forcing leaders to make a choice:
begin preparing for the future or risk security lapses, an inability to
compete for investment, and a generally decreased capability to support
citizens.” (i)

LAGAN Enterprise: Supporting Key Public Sector Initiatives

The city of Vancouver, in British Columbia, Canada, plans to incorporate the
new version of LAGAN Enterprise to support improved access to information
and services for residents and businesses.

“The latest LAGAN Enterprise functionality in the areas of Knowledge
Management and Employee Mobile aligns very well with our vision to establish
a number of new self-serve options for improved efficiency and convenience
for both citizens and city staff,” said Darcy Wilson, 311 Contact Center
Manager, the City of Vancouver. “Mobile, social and the Web – technology is
revolutionizing public sector service delivery and KANA is on the forefront
of this wave, helping public sector agencies leverage these channels for
improved efficiency and response.”

In the UK, Serco’s Global BPO public sector business anticipates leveraging
LAGAN Enterprise where appropriate to provide value within its public
service contracts, helping it to provide more efficient and productive
public services, and deliver even more value.

“With a need to support our customers with innovative, cost-effective
service delivery, we looked at the new LAGAN Enterprise functionality and
were very impressed,” said Andy Bowie, head of e-services for Serco.
“LAGAN’s dynamic knowledge base and processing has helped us design Digital
First features that quickly provide citizens with the results and services
they expect, while providing cost-effective solutions for our customers. We
have used LAGAN to develop self-service portals, and know the expanded Web,
knowledge and omni-channel management capabilities will inspire us to create
even more efficient processes.”

The City of South Perth in Western Australia recently went live with LAGAN
Enterprise to support basic government services for its 45,000 residents,
and sees tremendous value in the new release.

“LAGAN Mobile, branded as part of our ‘Report It’ self-service channels,
provides increased transparency of our customer service responsiveness and
has improved the accountability and timeliness of our responses,” said
Michael Kent, director of Financial and Information Services for the City of
South Perth. “We are intrigued by the functionality within LAGAN Employee
Mobile and anticipate that extending mobile efficiencies for employees can
net additional operational savings by letting them actively work cases while
in the field. And since LAGAN Employee Mobile supports iOS and Android, we
have latitude to address a wide range of user devices.”

“The new LAGAN Enterprise customer service solution was created with input
from our more than 250 public sector customers worldwide, including many of
the world’s largest and best-run cities, counties and award-winning local
councils,” said James Norwood, chief marketing officer for KANA Software.
“The public sector has been ill-equipped to deal with the digital customer –
until now. LAGAN Enterprise enables organizations to meet these demands
while supporting service delivery to everyone, including non-digital

LAGAN Enterprise 13R1 is available today, offering choice and flexibility in
licensing and deployment scenarios including cloud, on-premises and hybrid

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

# # #

KANA is a registered trademark of KANA Software, Inc. All other company and
product names may be trademarks of their respective owners.

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