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Wipro (News - Alert) Ltd., an IT consulting and outsourcing company, will work with customer service solutions provider KANA Software to quicken the KANA Enterprise customer service suite implementations. To that end, the companies have formed a joint development center and will be focusing first on the insurance industry.

“The Insurance Industry is witnessing tectonic shifts in the customer service space across the globe,” said Nagendra Bandaru, vice president and global business head for Insurance at Wipro. “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.”

Designed for large commercial enterprises, the KANA Enterprise customer service suite is designed to act as a platform for integrating disparate systems and supporting continuous business processes for both customers and agents across all channels. It also offers exceptional applications for specific needs such as knowledge management, case management, Web self-service, chat, mobile and social media monitoring.

KANA Software said the KANA Enterprise platform is designed to fit into users’ existing architectural framework and application ecosystem to deliver business flexibility, cross-channel consistency and good experiences in customer service.

Wipro has certified global system integration personnel on KANA technology and is also a preferred strategy partner. As part of the newly formed strategic agreement, the company is slated to help those who deploy KANA solutions to achieve faster implementation schedules and advance their omni-channel customer experience initiatives.