Thanks to the Internet, plethora of mobile devices, social media and other channels of communication, there has been a paradigm shift in customer expectations in all sectors of industry. Even the insurance industry that has traditionally relied on advisors and contact center agents found that 60 percent of insurance customers were ready to make the switch due to poor customer service.
To set things right for insurance customers, Wipro Ltd. (News - Alert), a global information technology, consulting and outsourcing company, entered into a strategic partnership with KANA Software, Inc., reputed for its customer service solutions. Wipro's Insurance Practice works with 35+ global insurers.
A joint development center to accelerate implementations of the KANA Enterprise customer service suite with an initial focus on the insurance industry is expected to be formed.
“Our expertise will help address the high demand that we are receiving from multinational brands for end-to-end customer service solutions," said Mark Duffell, CEO for KANA Software.
Pairing the KANA customer service focus with Wipro's deep integration expertise and support for multiple business models, is expected to deliver end-to-end customer service solutions for commercial enterprise organizations, furthering Wipro's presence as an IT services leader.
“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 (News - Alert).
Wipro is a preferred strategy partner and has a presence across 57 countries; working together with KANA will help faster implementation schedules while advancing its omni-channel customer experience initiatives.
The team of process, technical and business analysts from both the companies claim to have achieved successes with insurance and financial services projects.