Trupanion, a Seattle-based provider of medical insurance for pets has selected Aspect Software’s (Phoenix) Via cloud-based Customer Engagement Center (CEC) to provide its policyholders with a personalized, omni-channel customer experience. The contract announcement coincides with Aspect’s announcement of general availability of the solution, following a complete “refactoring” of its contact center, workforce optimization and self-services suites to delivery through Amazon Web Services (AWS). Trupanion is self-underwritten by the American Pet Insurance Company (APIC; Seattle.)
“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,” comments Ian Moffat, COO, Trupanion. “So it’s essential that our contact center technology continues to evolve to meet the changing needs of our customers.”
Aspect describes Via as delivering enterprise value by helping to drive adoption, conversion rates, consumer loyalty, employee productivity, and cost optimization. The solution is deployed in Amazon Web Services (AWS), and is designed to include all the features that businesses need in a single all-in-one cloud platform, according to the vendor.
Seamless, Context-Driven Interactions
“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,” comments Jim Freeze, SVP, CMO, 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.”
Through refactoring of its contact center, workforce optimization and self-services suites to AWS rather than developing a CEC from scratch, Aspect claims that it now delivers the industry’s first true and proven multi-tenant CEC. Aspect Via’s native capabilities will include the following capabilities, according to the vendor:
- Omni-channel engagement with inbound/outbound voice, Web Chat, IVR/ITR/SMS self-service
- Proactive Outreach through voice, SMS
- Browser-based, persona-driven user experiences for agents, team leads and managers
- Cloud Optimized quality recording (voice and chat), workforce management (forecasting and scheduling), performance management (KPIs, awards, analytics)
- Built-in integrations with leading CRM systems like Salesforce.com
Intuitive and Engaging Agent Experience
“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.”
Aspect reports that Via is available in North America and Australia/New Zealand, and Europe during the second quarter of 2017.