Case Study: Trupanion (pet insurance) achieves 84% lower abandonment and 55% higher agent retention with NICE Systems' CXone

Trupanion Boosts Customer Service and Increases Agent Retention with CXone

Trupanion, a provider of medical insurance for pets with 145 agents handling about 550,000 contacts a year, struggled with a legacy Aspect contact-center system that frequently went down, produced inaccurate forecasts and offered no real‑time visibility. The instability and poor scheduling led to long hold times, lost sales opportunities and stressed, disengaged agents.

Trupanion implemented NICE CXone—including omnichannel routing, IEX Workforce Management, Interaction Analytics and InView performance management—and achieved a seamless cutover that stabilized operations. Results included zero downtime, an 84% reduction in abandonment, 66% faster average speed of answer, 88% improvement in forecast accuracy, 55% higher agent retention, a 1.5% NPS increase and stronger regulatory compliance.

Trupanion

Ryan Olson

Manager Contact Center Technology and Analytics