Wipro Ltd. (NYSE:WIT), a leading global information technology, consulting and outsourcing company and KANA Software, Inc., a leader in customer service solutions used by more than 900 organizations worldwide have entered into a strategic partnership to form a joint development center to accelerate implementations of the KANA Enterprise customer service suite with an initial focus on the insurance industry. As a preferred strategy partner, Wipro has certified global 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.
The partnership provides KANA with virtually unlimited systems integration scalability, anchored by Wipro’s presence across 57 countries. 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 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,” says, 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,” says 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.
KANA, which also serves more than 250 government agencies in addition to commercial enterprise and midmarket customers, has grown substantially during the past three years, increasing profitability and the size of its customer and employee communities. The Wipro and KANA partnership will focus on fulfilling the growing demand for the KANA end-to-end customer service solution for commercial enterprise organizations, while furthering Wipro’s presence as an IT services leader within financial, insurance and other highly addressable markets.