www.NICEinContact.com About Trupanion When a dog or cat is sick and needs medical attention, high veterinary bills are the last thing their owner wants to worry about. For almost two decades, Trupanion has offered medical insurance for pets to ease the financial burden of veterinary care. Trupanion has reimagined traditional pet insurance by offering direct pay to veterinarians, 90% coverage and 24/7/365 customer care. The company’s 145 agents walk customers through the claims process, explain policy details and provide a sympathetic ear for distressed pet owners. Trupanion offers multiple contact channels including phone, email, chat and two- way SMS. Its busy contact center handles around 550,000 contacts annually. The Challenge As Trupanion grew, its previous Aspect contact cente

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