Trupanion turns to Aspect Software to help deliver omni-channel communications, exceptional customer care in the cloud
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Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions, has announced Trupanion, a leading provider of medical insurance for pets, implemented Aspect's full suite of customer contact and workforce optimisation solutions in Aspect's fully-hosted cloud environment. The solution helps the company deliver on its "We do Happy" pledge of exceptional customer service.
With rapid year-over-year growth and a mission of keeping its contact centre at the centre of the customer experience, Trupanion recognised the need to replace disparate contact centre technology with a unified solution for all its customer service operations. After extensively reviewing several other vendors, Trupanion selected Aspect's hosted solution for its ability to provide an omni-channel solution, where customers are able to seamlessly move across communication channels while interacting with the same agent.
"We chose Aspect's hosted offering because it meshed very well with Trupanion's cloud strategy," says Adrian Dupre, director of infrastructure in IT at Trupanion. "With a relatively light IT department, we needed contact centre technology that could support future growth without increasing costs. Aspect Hosted allows us to focus on our core competencies while Aspect takes care of the servers, the storage, and the applications."
Since deployment, Trupanion experienced many benefits in efficiency, including the ability to better utilise skills-based routing. Almost overnight, Trupanion shaved 30 seconds off average wait time without adding staff or changing schedules by leveraging skills-based routing. With Aspect's omni-channel capabilities, customers can seamlessly move from chat to a phone call and connect to the same agent, enabling them to pick up where they left off without starting over or having to repeat details. Aspect technology has also drastically helped Trupanion improve timeliness of e-mail responses and stay within service level goals.
Aspect Workforce Management makes it possible to successfully forecast future staffing needs and hire and staff schedules to ensure low wait times for customers. Also included in the solution was Aspect Unified IP with inbound/outbound voice, e-mail, and chat, Aspect Workforce Management and Aspect Quality Management.
"With recent acquisitions and technology innovations, Aspect is significantly changing the contact centre-in-the-cloud landscape, delivering versatility, scalability and market-leading deployment flexibility without sacrificing performance," says Chris Koziol, president and general manager, Interaction Management, Aspect. "It has been a real pleasure working with such a customer-obsessed company as Trupanion and their culture of putting customers in control of their service interactions. We're thrilled that Aspect Hosted gives Trupanion the reliability, scalability and security to free up resources that can be used to help meet their customer experience goals."
To view the video case study, visit http://www.youtube.com/watch?v=ucjUgDM7W-I&feature=c4-overview&list=UUpTN_FEwnK1SGT-ZtisUV1g