•Leading pet insurance provider selects Aspect's contact center and workforce management solutions in a fully-hosted cloud environment
•Omni-channel customer service, effortless blending inbound and outbound, email and chat
•Customer data delivered through Microsoft Dynamics CRM creates personalized customer connections, faster response
With rapid year-over-year growth and a mission of keeping its contact center at the center of the customer experience, Trupanion recognized the need to replace disparate contact center 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
Since deployment, Trupanion experienced many benefits in efficiency including the ability to better utilize 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 email 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, email, and chat, Aspect® Workforce Management and Aspect® Quality Management.
"With recent acquisitions and technology innovations, Aspect is significantly changing the contact center-in-the-cloud landscape, delivering versatility, scalability and market-leading deployment flexibility without sacrificing performance," says
To view the video case study visit: http://www.youtube.com/watch?v=ucjUgDM7W-I&feature=c4-overview&list=UUpTN_FEwnK1SGT-ZtisUV1g
Trupanion is an industry leader in pet insurance, offering cat and dog insurance in
Aspect's fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world's most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.
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