Trupanion, Provider of Medical Insurance for Pets, Selects Aspect Via™ to Create Personalized, True Omni-Channel Experience for Customers

  • Aspect Software announces general availability of Via™, the
    company’s Customer Engagement Center in the cloud; enables enterprises
    to anticipate customer needs with proactive, personalized service
  • Trupanion’s technology investment in Via driven by confidence in
    Aspect, commitment to continually improving an already exceptional
    customer experience for their customers
  • New Aspect research shows 67 percent of consumers say a
    personalized customer service experience is more important than speed
    of service

PHOENIX–(BUSINESS WIRE)–Aspect Software, a global provider of fully-integrated consumer
engagement, workforce optimization and self-service solutions, announced
today 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.”

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.”

Consumer preference for personalized experiences and self-service
interaction is rapidly accelerating. Eighty-three percent of consumer’s
say getting a personalized customer service experience is very important
to them according to the Aspect
Consumer Experience Index
. The new findings reveal just how
important an omni-channel experience is for consumers. Eighty percent of
the consumers surveyed feel all previous interactions they’ve had with a
brand should be immediately available if they interact with customer
service, regardless of whether it is through an automated self-service
experience or with a live agent.

To build on the success of Aspect’s market-proven technology, the
company has completely “re-factored” its best-in-class, contact center,
workforce optimization and self-services suites to AWS rather than
developing a CEC from scratch. In the process, Aspect delivers the
industry’s first true and proven multi-tenant CEC. Aspect Via’s native
capabilities will include:

  • 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

Aspect Via is immediately available in North America and Australia/New
Zealand, and Europe in Q2.

For more information on Aspect
please visit:

About Aspect

Aspect helps enterprises break down the walls between people, processes,
systems and data sources, allowing organizations to unite around the
customer journey. By developing fully native interaction
, workforce
and self-service
capabilities within a single customer engagement center, we enable
dynamic, conversational interactions and create a truly frictionless
omni-channel customer experience. Leveraging the agility of our worldwide
cloud infrastructure
and over 40 years of industry ingenuity, Aspect
conveniently and easily connects questions to answers while helping
enterprises keep service levels high and operational costs contained.
For more information, visit

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Aspect Software
Tim Dreyer
+1 630 227 8312