Wipro and Kana Software will form a joint development center to accelerate Kana Enterprise customer service deployments with an initial focus on the insurance industry.
The Bangalore-based Wipro has certified system integration personnel on Kana technology, enabling insurers that select Kana solutions to achieve faster implementation schedules and advance their omni-channel customer experience initiatives.
Kana Software is a provider of customer service solutions used by more than 900 organizations worldwide.
“Our 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 for our clients,” said Mark Duffell, CEO for Kana Software.
Wipro’s presence across 57 countries enables Kana to have global systems integration scalability.
In addition, Wipro and Kana have trained a team of process, technical and business analysts for immediate availability, achieving initial successes with insurance and financial services projects.
The dedicated Wipro/Kana team, in addition to deployment acceleration, benefits clients with more robust implementations pairing the KANA customer service focus with Wipro’s deep integration expertise and support for multiple business models including business process outsourcing (BPO) and managed services.
The advent of the Web, mobile and social channels created a connected world leading to a paradigm shift in customer expectations in the insurance 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,” said Nagendra Bandaru, vice president and global business head for Insurance, Wipro Technologies.