News : Trupanion Turns to Aspect Software to Deliver Customer Care in the Cloud
Phoenix, AZ, Feb 13, 2014 -- Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, back-office and cloud solutions announces Trupanion, a provider of medical insurance for pets, implemented Aspect's full suite of customer contact and workforce optimization solutions in Aspect's fully-hosted cloud environment. The solution helps the company deliver on its "We do Happy" pledge of exceptional customer service.
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 Adrian Dupre, Director of Infrastructure in IT at Trupanion. "With a relatively light IT department, we needed contact center 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."
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(R) Unified IP(R) with inbound/outbound voice, email, and chat, Aspect(R) Workforce Management and Aspect(R) Quality Management.
Posted by Veronica Silva Cusi, news correspondent
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About Aspect Software:
Aspect Software is solely focused on providing products and services for customer care, sales, telemarketing and collections for in-house and outsourcer contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact.
Trupanion is a pet insurance provider based in Seattle, Washington, that offers and administers cat and dog insurance in the United States, Canada and Puerto Rico. Trupanion is self-underwritten by the American Pet Insurance Company.
Published: Monday, February 17, 2014