KANA Updates Customer Service Suites for Mid-Market + Government

2 minute read
Barry Levine avatar

KANA Mobile pic.png

Customer service suite KANA Express now supports mobile devices.

Customer service provider KANA Software has been having a busy summer. The company is out this week with its new version of KANA Express, on the heels of the release last week of the updated LAGAN Enterprise customer service suite for public sector organizations.

The latest release of the KANA Express cloud customer service suite offers to the mid-market an ability to handle more customer interactions and to more readily access customer information in context.

Updated UI

New features include an updated user interface (UI) to help agents respond more efficiently, contextual knowledge management showing a history of customer interactions with agents or via self-help Web channels to inform customer support choices, and enhanced reporting and analytics.

The new UI automatically shows knowledge, help and next-best options in context, and the enhanced analytics offer more control over trend analysis and forecasting, as well as expanded graphical visualization. Live Chat now automatically suggests answers from the knowledge base.

The new version also supports access by agents using tablets or smartphones, and includes user-definable time zones, international address validation and support for 30 languages.

Learning Opportunities

LAGAN Enterprise

Introduced last October, LAGAN Enterprise is an integrated platform for constituent service by mid-sized public sector organizations through multiple channels, including phone, email, chat, web self-service, virtual assistants and social media.

The newest version, unveiled last week, is designed to handle heavy workloads, provides what the company called the first omni-channel Knowledge Management solution for public sector organizations, and features a new agent search user interface that employs metatags for search filtering and user ratings for content.

The new LAGAN Employee Mobile component supports public sector workers in the field who are using the platform via iOS or Android devices. It also offers enhanced case management with a re-classification mechanism, provides enhanced integration with back-office operations and all digital channels, and supplies enhanced tools for compliance management and efficiently answering emails.

In April, KANA released a new version of its KANA Enterprise platform, which integrated its acquisition of contact center provider Ciboodle with its Web-based customer self-service offering. KANA bought Ciboodle last summer.