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Kana Releases Software Suitable for Government Agencies

January 17, 2014

Customer experience software provider Kana Software has announced the launch of the latest version of its LAGAN Enterprise customer service suite, which includes new functionality that allows government agencies to improve customer service and reduce costs, according to a statement released by the Silicon Valley, California-based company. The functionality includes a secure self-service Web portal, social media integration, new mobile capabilities and citizen status updates.


Kana used the federal government’s failed launch of Healthcare.gov to illustrate how the government sector is trailing behind the commercial sector when it comes to online self-service technology. According to a survey conducted for the company, 40 percent of government executives said that they hope to have 25 to 49 percent of their services accessible via self-service technology, such as the Web, mobile or kiosk within the next 12-18 months.

“While government as a whole is moving forward with Digital First strategies, concerns over security risk and data loss continue to thwart agencies’ efforts to launch successful online initiatives,” David Moody, head of worldwide product strategy for KANA Software, said. “LAGAN Enterprise is designed to eliminate these barriers to entry, and helps magnify the ROI agencies can achieve from digital service.”

The Staffordshire Councils in the United Kingdom are among the public sector organizations that, according to the company, are anticipating the suite’s capabilities.

“LAGAN Enterprise Web, mobile and social capabilities all support our goal for providing citizens superior service through innovative digital and cost-managed methods,” Sander Kristel, chief information officer for Staffordshire County Council, said.

LAGAN Enterprise is currently available in flexible licensing and deployment scenarios, including cloud, on-premises and hybrid models.

Kana announced the suite just after news broke that the company was acquired by Verint Systems for $514 million. Kana itself acquired four companies  -- Lagan Technologies, Overtone, Trinicom, Sword Ciboodle. Accel-KKR had acquired Kana for $41 million in cash and took it private back in 2009.

                                                                                      




Edited by Stefania Viscusi



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