KANA Teams Up with Wipro

KANA has partnered with Wipro, an information technology, consulting and outsourcing company, 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 insurance companies that select KANA solutions to achieve faster implementation schedules and advance their omnichannel customer experience initiatives.

The partnership provides KANA with virtually unlimited systems integration scalability, anchored by Wipro's presence across 57countries. 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 companies said that 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,” said Nagendra Bandaru, vice president and global business head for Insurance, Wipro, in a statement. “Our estimates show that around 60 percent of insurance customers are ready to switch due to poor customer service at any point in time.”

"Wipro's global presence and deep domain expertise will help address the high demand that we are receiving from multinational brands forend-to-end customer service solutions," said Mark Duffell, CEO, KANA, in a statement. “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.”