Indian IT bellwether Wipro Ltd has tied up with the US-based Kana Software to provide customer service solutions to its global insurers through a joint development centre, the company said Saturday.
"As a strategic partner, we have been certified to use Kana's technology for enhancing customer service of its global insurers through our joint development centre," the global software major said in a statement here.
The partnership also provides Kana with systems integration scalability, as Wipro has presence across 57 countries worldwide.
The partners have built a dedicated team to deploy the solutions and support the insurers with business process outsourcing and managed services.
Located at Silicon Valley in California, Kana provides customer service solutions using cloud computing (on-demand) network to about 900 large enterprises and mid-market organisations, including 250 government agencies the world over.
"The insurance industry is going through a paradigm shift in customer service space due to the advent of the web, mobile and social channels, which have created a connected world in place of the traditional way of servicing through advisors, intermediaries and contact centre agents," Wipro vice-president Nagendra Bandaru said in the statement.
According to the company's market survey, about 60% of insurance customers are ready to switch over from their respective insurers due to poor customer service.
"With Wipro's global presence and domain expertise, we will help insurers address the growing demand for quality customer service," Kana chief executive Mark Duffell said in the statement.
Through its insurance practice division, Wipro works with 35 global insurers, including property and casualty carriers and health insurance providers and life, annuity and pension carriers.