Wipro Ltd., a global information technology, consulting and outsourcing company, and KANA Software, Inc., a provider of customer service solutions, recently partnered to form a joint development center for implementations of the KANA Enterprise customer service suite for the insurance industry.
Global insurers see an increasing need to expand in core and emerging markets, create innovative products and services for changing consumer demographics, and optimize costs while meeting stringent regulatory norms. Wipro’s solutions accelerators, insurance IP, end-to-end consulting services and flexible global delivery models, have been delivering project success for its Fortune 100 insurance clients.
As a preferred strategy partner, Wipro has certified global system integration personnel on KANA technology. KANA solutions allow insurers to achieve faster implementation schedules.
KANA’s systems integration scalability is anchored by Wipro's presence across 57 countries. Wipro and KANA have trained a team of process, technical and business analysts. The team benefits clients with robust implementations with the KANA customer service and Wipro's expertise and support for multiple business models including business process outsourcing (BPO) and managed services.
"The Insurance Industry is witnessing tectonic shifts in the customer service space across the globe. Insurers have traditionally relied on advisors, intermediaries and contact center agents for servicing. The rapid advent of the Web, mobile and social channels have created a connected world leading to a paradigm shift in customer expectations in the industry. Our estimates show that around 60 percent of insurance customers are ready to switch due to poor customer service at any point in time. Through our strategic partnership with KANA, we will provide insurers with a comprehensive and efficient means of deploying world-class customer service capabilities," stated, Nagendra Bandaru, vice president and global business head for insurance, Wipro.
"Wipro’s global presence and deep domain expertise will help address the high demand that we are receiving from multinational brands for end-to-end customer service solutions," states Mark Duffell, CEO for KANA Software. "Our strategic partnership with Wipro leverages additional professional services resources at a time of significant growth for KANA, and ensures the continued proliferation of our technology into the customer support infrastructures of the world's largest and best-known brands.”
The Wipro and KANA partnership will focus on KANA’s end-to-end customer service solution for commercial enterprise organizations.