Company Launches “Glia Difference” Initiative to Spotlight Solutions Purpose-Built for High-Trust Customer Interactions in the AI Era

NEW YORK: Glia, the leader in customer interaction technology for high-trust sectors, today announced the findings of a new industry survey, shedding light on the evolving challenges and opportunities facing today’s contact center teams across banking, credit unions, insurance and more.

The original research reveals an industry hungry to move past traditional Contact Center as a Service (CCaaS) technology. Unveiled as the “Glia Difference,” the initiative showcases how Glia’s Unified Interaction Management (UIM) platform is transforming customer experiences and solving the biggest pain points across digital and voice interactions today.

Based on responses from leaders and executives in banking, credit unions and insurance, the survey finds that:

“Industrywide, isolated customer interactions and siloed data are creating major pain and frustration. Clearly, legacy contact center technology, including CCaaS, is failing to keep up with today’s customer expectations and the needs of those who work with contact centers — agents, managers and executives,” said Dan Michaeli, CEO and co-founder of Glia. “Glia offers the industry a next-gen, AI-ready platform that is built, priced and delivered differently than legacy contact center technology. It’s why our customers feel an immediate impact — and breathe a sigh of relief — when they partner with Glia.”

The Glia Difference is built on three core elements: a visionary ChannelLess® philosophy and approach to voice and digital interactions that ushers contact centers into the AI era, customer-first pricing options with unlimited seats and minutes, and an emphasis on security and compliance for high-trust sectors. Already, customers that have upgraded from legacy contact center technology have benefited from the Glia Difference, driving efficiencies and improving the customer experience at the same time:

• Reduced Handle Times and Increased Efficiency: Granite Credit Union launched Glia’s Manager and Agent AI tools to streamline call center operations, resulting in 1,400 hours of manual agent work saved and a 25% decrease in average handle times, all while maintaining a 4.7 out of 5 digital member satisfaction rate.

• Expanded Self-Service Options Through AI and Automation: Silver State Schools Credit Union harnessed Glia’s phone virtual assistants to handle routine member interactions without live support, resulting in a two-minute reduction in average handle time, an estimated $41,600 in cost savings per month and a 59% reduction in average wait time.

• Increased Customer Engagement and Retention: Listerhill Credit Union improved member engagement with self-service options to convert more online loan applications, increasing mortgage lending by $2 million with a conversion rate of 12% (compared to the industry average of 3%), all while maintaining a 4.75 out of 5 customer satisfaction score.

Harnessing UIM for all digital and voice customer interactions, Glia breaks the mold of traditional contact center technology. Specifically, the Glia Difference comprises six attributes:

“Today’s customers in high-trust environments demand seamless, effortless experiences — interactions like those powered by Glia every day,” Michaeli said. “From optimizing efficiency to reducing costs to scaling operations, Glia streamlines workflows across digital and voice channels, reducing manual inefficiencies and delivering personalized interactions that drive trusted customer relationships. With the Glia Difference, leaders can transform customer service from a source of business friction to a source of business velocity.”

Additional information on the Glia Difference in action will be shared during the company’s free, public webinar “Answering the Call: Heartland Credit Union’s Digital Transformation,” to be held Wednesday, Jan. 29, at 2 p.m. EST. A conversation with Heartland’s VP of Digital Strategy, the webinar will unpack the company’s journey to a more modern, efficient, AI-ready contact center.

About Glia

Glia is the leader and pioneer of Unified Interaction Management — redefining how companies interact with their customers. The Glia Interaction Platform unifies voice, digital customer service and AI with a unique ChannelLess® architecture that eliminates data silos, dropped context and frustration for customers and representatives. With Glia, companies can easily shift volume between channels, and customer connections can evolve naturally. Glia helps its customers harness the power of customer interactions to drive efficiency, loyalty and revenue.

Glia has partnered with over 600 insurance companies, banks, credit unions and other high-trust businesses to improve the customer experience and drive business results. Named a Deloitte Technology Fast 500™ company for the fifth year in a row and a Great Place to Work (with a 97% employee satisfaction rating), the company has raised over $150 million in funding from top investors and was recently valued at over $1 billion. Learn more at glia.com.

Fonte: Business Wire