Call Center Services Featured Article
Lagan Offers 311 Call Center Solutions as Software-as-a-Service
May 26, 2009
Lagan, which provides enterprise case management (ECM) solutions that streamline the delivery of public services to constituents, launched their software-as-a-service (SaaS (News - Alert)) customer resource management (CRM) offering, Lagan311.com.
Lagan’s new offering is based on Lagan’s 311 solution, which allows constituents to access a single number for all non-emergency service requests. Information is captured once and routed to the appropriate department for resolution. With pre-defined workflows and scripts customized by departments, Lagan 311 ensures effective routing and consistent call-taking operations.
The SaaS offering allows smaller municipalities to provide the public with quick and easy access to government services without having to install a 311 solution on site. The company claims that Lagan311.com is a cost-effective solution specifically designed to get governments up and running in 24 hours.
Lagan311.com comes equipped with pre-packaged 311 business processes that allow municipalities to track citizen service requests from inception to completion. It also includes a knowledge management tool to help municipality staff answer citizens' questions accurately, consistently and quickly.
The SaaS offering requires zero capital investment and is inherently designed to offer a significantly lower total cost of ownership, officials said.
“In this time of transparency and accountability governments across the board are looking for tools to help them manage organizational performance while streamlining business processes and reducing costs,” said Tom Mazur, senior vice president of North American Sales, Lagan, in a statement.
Lagan311.com addresses the challenges, including the infrastructure and budget constraints, associated with typical 311 call center implementation in smaller municipalities across North America, Mazur added.
“With both Lagan 311 and Lagan311.com we are now delivering the power of 311 to governments of all sizes.”
Lagan 311 was given the highest possible rating in Gartner's (News - Alert) MarketScope for Local Government CRM products in 2007, officials said.
Back in January, Lagan released a new Lagan Human Services Call Center solution designed to serve health and human services agencies in North America, TMCnet reported.
The solution combines multi-channel contact management tools with full case management support and allows agencies to handle a range of functions depending on the programs administered, officials said.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Patrick Barnard
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