Solution Partners

Callmedia
Callmedia is a leading UK supplier of Computer Telephony Integration (CTI) and Contact Centre products. Callmedia’s CTI offering integrates directly with Lagan to enhance productivity and enable the seamless transfer of calls and data around the contact centre, enabling callers’ queries to be resolved first time.

Customers who have benefited from this partnership include:

• City of York
• North Yorkshire
• Poole
• Perth & Kinross
• Wiltshire
• Hampton (USA)
  

MacFarlane
CallPlus is one of a new generation of open standards-based Contact Centre systems, providing an alternative to traditional telephone systems based on proprietary hardware.  It is integrated with Lagan and provides the following functionality on a single Windows based platform.

• Universal Queuing of multichannel contacts: Voice, Email, SMS, Web Forms, Instant Messaging
• Automatic Contact Distribution using Skills Based Routing and other routing rule
• An automatic telephone call-back facility for voice, email, SMS and Web form contacts
• Touch tone IVR with a simple-to-use graphical design tool
• Full Call Recording, Retrieval and Playback with supervisor monitoring
• Real Time & Historical reporting & Workforce Management

Today, we assist over 80 UK local authorities in providing a citizen-centric approach to customer service while remaining conscious of Best Value practices.  CallPlus supports multi-media contacts so that your customers can contact you in whichever way suits them, be it telephone, email, web, text, picture or video message.  It manages and routes these types of contacts in a unified and intelligent way, and through its integration with Lagan, ensures optimal efficiency of operation and maximising on agent skills.

Customers who have benefited from this partnership include:

Learn more at http://www.macfar.co.uk/. 

Goss Interactive
GOSS is a leading supplier of websites, hosting and Web Content Management solutions and supporting services. GOSS solutions are based on a sound understanding of clients' requirements and the technology required to meet and exceed them. They actively undertake a partnership approach in solving business problems, providing innovative solutions that utilise emerging technology to deliver real business benefits and a strong return on investment.

Telephonetics
Established in 1993, Telephonetics VIP Ltd is a leading provider of hosted and customer premises speech recognition and voice automation solutions. With innovative solutions for self-service, call steering, mobility, outbound messaging and business continuity, Telephonetics VIP Ltd has a global network of customers including 80% of the major UK multiplex cinemas and 50% of the NHS Acute Health Trusts, as well as a number of Global 1000 financial services companies.

The integration of Telephonetics VIP’s Contact Centre telephony with Lagan’s Enterprise Case Management system provides government organisations with the tools to help resolve queries first time and reduce avoidable contact, thereby achieving key targets and performance indicators set by the Government, including NI14.

VisionWare
VisionWare provides Customer Data Integration and Master Data Management solutions, designed to give organisations the ability to better track and manage their customer data and associated activities, delivering benefits such as more efficient and effective working, increased levels of service delivery, and increased cost savings.  VisionWare's MultiVue Identification Server, enables organisations to create a single persistent view of a citizen, using its inherent ability to match and merge identities.  Seamless integration with Lagan ECM provides a powerful solution for consolidating and managing citizen information from multiple sources and provides access to a consolidated single view of the citizen through Lagan ECM.