#contactcenterworld, @AspectSoftware

Phoenix, AZ, USA, Jan 30, 2017 -- Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimization and self-service solutions, announced the general availability of Aspect Via, Aspect’s initial release of its complete Customer Engagement Center (CEC) in the cloud. Personalized, omni-channel service experiences are fast becoming prime drivers of customer satisfaction. Via addresses these trends by delivering a complete set of cloud-based customer service capabilities that shape timely and tailored interactions regardless of channel.

"From our inception, Trupanion has viewed exceptional customer experience as vital to our mission to help the pets we all love receive the best veterinary care. So, it’s essential that our contact center technology continues to evolve to meet the changing needs of our customers," said Ian Moffat, Chief Operating Officer at Trupanion. "Our investment in Aspect Via provides our pet owners the ability to engage with us on their preferred contact channel, whether it be voice, email, chat or SMS. Plus, Aspect Via’s sleek agent desktop provides our contact center employees with a far more intuitive and engaging agent experience, which allows for faster and more informed decisions when engaging with our pet owners."

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Via delivers enterprise value by helping drive adoption, conversion rates, consumer loyalty, employee productivity, and cost optimization. Deployed in Amazon Web Services (AWS), Aspect Via includes everything businesses need in a single all-in-one cloud platform.

"The radical shift in consumer demand for self-service and digital-first experiences is well beyond the capabilities of the contact center infrastructure companies have in place today," said Jim Freeze, SVP and Chief Marketing Officer at Aspect Software. "Organizations like Trupanion strive to keep pace with the growing demands and preferences of their customers. To do this they need a true customer engagement center that brings the entire consumer experience into full and actionable view with customer journey reporting and analytics. Aspect Via readies the enterprise by ensuring seamless, context-driven omni-channel interactions for customers and agents alike, all delivered through the cloud."

#contactcenterworld, @AspectSoftware

Posted by Veronica Silva Cusi, news correspondent
Source: Aspect