To help mid-sized public sector organizations respond to their constituents, hosted customer service provider KANA Software is introducing Lagan Express.
Recently named a Niche Player in Gartner's Magic Quadrant for Social CRM, Kana unveiled its software-as-a-service (SaaS) at the 98th Conference of the International City/County Management Association taking place this week in Phoenix. Lagan Express is an integrated platform that is designed to handle customer touchpoints across multiple channels, including phone, email, chat, web self-service, virtual assistant and social media.
Multi-channel Contact Management
Lagan Express, the company said, is designed to provide contextual help and information when and where it is needed, through a utilization of contact records and knowledge base resources.
David Moody, head of product strategy for KANA Public Sector, said in a statement that Lagan Express offers a “sophisticated multi-channel contact and knowledge management” system that is “scalable to handle thousands of users and hundreds of thousands of transactions a day” for local government and public sector entities.
The knowledge base automatically scans text in emails, chat sessions, and web self-service interactions to acquire relevant information. An API enables integration between Lagan Express and an organization’s existing systems, including ERP, accounting, work orders or CRM.
The service comes in two packages — the Agent Experience and the Web Experience — which can be implemented separately or together.
Implementation in 8 to 12 Weeks
The Agent Experience provides a suite of agent-facing applications covering inbound and outbound email management, call management as well as documentation and transactions for letters and fax. The Web Experience offers online self-service, with Live Chat, Virtual Assistant and form submissions. Other options are the Mobile Experience for mobile apps and the Social Experience, with social media analytics.
The company said that the SaaS model enables the platform to be implemented rapidly, in 8 to 12 weeks. After a charge for the initial implementation service, customers can utilize a “pay as you go” pricing model as part of an annual service contract.
In June, KANA released its next-generation Web Customer Service solution, featuring online customer flows with built-in paths that included escalation if needed, just-in-time information based on context, and natural language processing-based social analytics – all of which are meant to avoid costly calls to operator-manned contact centers.