The solution that unites Avaya Communication Manager with CRM desktops


As the recognized leader of CRM systems for the public sector, LAGAN streamlines data and services to improve communication within and between local authorities, and to improve service delivery to the general public. But with Avaya telephony, LAGAN is even more powerful.

Desktop Connect unites LAGAN with the world’s most popular call centre solution, Avaya Aura® Communication Manager (Avaya CM), to provide the CRM application with sophisticated contact centre capabilities. By equipping LAGAN with a unified agent desktop, intelligent screen-pop, softphone and Avaya call recording, Desktop Connect ensures that public sector organizations can engage with customers and employees across all communication channels. And with rapid access to pertinent information at their fingertips, agents can make calls faster and more efficiently and so deliver unparalleled customer care.

Crossing technology and network boundaries, Desktop Connect for LAGAN provides a seamless, ‘out-of-the-box’ solution that eradicates the need for reliance on the expensive professional services that are typically associated with integration. By leveraging the capabilities of Avaya CM and LAGAN, Desktop Connect delivers substantial improvements in staff efficiency, significant reductions in costs, and transforms the service that local government can provide to the public.



Implementation costs have often placed Computer Telephony Integration (CTI) screen-pops out of the reach of small and mid-sized contact centres, but with Desktop Connect for LAGAN, an out-of-the-box screen-pop comes as standard. With every new call, a screen-pop instantly appears on the agent desktop, containing customer specific information that can be acquired from a phone number, IVR information, or information the agent has entered. With pertinent customer information immediately to hand, agents can not only shave seconds off call handling times – often as much as 15-20 seconds, but also have the resources necessary to resolve customer issues on the first attempt and provide the exceptional customer care that will set you far apart from your competitors.

Have your customer information immediately to hand
Quick, easy access to all the resources an agent needs

Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly in to LAGAN, optimizing contact centre Agent operations. From within a single, streamlined user interface, agents can log in, control agent state and conduct calls effortlessly. And because agents have quick and easy access to all the resources they need to make calls faster and more efficiently, they can focus more easily on the customer and so deliver the exceptional one-to-one service that customers now demand.


Contacting customers has never been easier. Desktop Connect enables calls to be made by simply clicking on any telephone number displayed in Salesforce. Saving agents valuable time by eradicating the need for manual dialling, Desktop Connect makes it easy to make calls directly from the phone field of a contact, lead, activity, account or directory. Desktop Connect even logs every outbound call automatically, so that you are always assured that vital prospect data never slips through the cracks.

Make it easy for agents to initiate outbound calls & shave seconds off handling times
Record calls & access recordings from within LAGAN

To ensure quality control and compliance, the best contact centres seek to record some portion of their calls. Desktop Connect can add a call recording link to the LAGAN activity/call log call so that the Avaya/Verint call recording can be conveniently accessed and played back directly from within LAGAN. And to ensure PCI compliance in your contact centre, the CTI interface can be customized to enable pause-and-resume of call recordings directly from LAGAN.


Desktop Connect for LAGAN automatically keeps a log of all calls received and dialled so that agents no longer have to be relied upon to remember to enter this information manually. Desktop Connect for LAGAN keeps a track of every customer call, inbound and outbound - and any notes associated with the calls, whilst also being able to play back call recordings when required.

Keep track of every customer interaction
State-of-the-art Cloud Services for Avaya Contact Centres

Deployed on-premise or as a cloud service,* Desktop Connect can also be used to Snap-on added Cloud services to enable Avaya contact centres to take full advantage of other state-of-the-art resources. In addition to the very real benefits that cloud services bring to LAGAN - including increased collaboration and Anywhere Working - Desktop Connect can Snap-On leading edge services such as Cloud IVR, Callback, SMS, Digital Marketing, Web Page Tracking, and Knowledgebase, as well as many others – and unite them all within a single, consolidated Agent desktop. *Requires an Avaya AES connection that meets the contact centre security policy and Avaya network specification. The service can only be provided following network connectivity verification


Integrates Avaya Telephony with LAGAN

Out-of-the-Box Screen-Pop

Single, Intuitive LAGAN Desktop

Click-to-Dial from within LAGAN

Call Recording Integration

Consolidated LAGAN Reporting

Delivers Cloud Snap-On Capabilities

Shaves Seconds off Call Handling Times