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News : Glia Challenges Dated CCaaS Paradigm with Unified Interaction Management

#contactcenterworld, @GliaInc

New York, NY, USA, Feb 6, 2024 — Glia, a provider in customer interaction technology, ntroduced Unified Interaction Management (UIM). This new customer experience model integrates all interactions on a single platform—architected to eliminate the data and context gaps that result from channel-switching in customer interactions. UIM replaces the disparate Contact Center as a Service (CCaaS) approach—siloed digital solutions built upon a legacy telephony platform—to drive efficiency, reduce redundancy and improve the customer experience.

"Businesses that shift from channel management to Unified Interaction Management put their customers at the center of each experience, ensuring fluid movement across interaction channels to accelerate resolution," said Dan Michaeli, CEO and Co-Founder of Glia. "UIM is the future of customer experience technology. Companies will drive efficiency, revenue and loyalty because they won’t have the limitations of traditional CCaaS. We believe this new category will completely redefine how businesses interact with their customers."

"Unified Interaction Management has transformed how WyHy FCU provides member service. Our staff have more than 25 systems they might need for any given interaction to help a member. Between the core banking system, another for credit card, and yet another for debit card and bill pay, providing support can get complicated quickly. Now add in the complexity of separate phone and digital systems, plus automation across multiple platforms and this becomes very challenging. Enabling representatives to manage all interactions on one platform, on one screen has dramatically increased efficiency in terms of overall service and beyond, such as for training," said Tim Walters, Member Experience manager for WyHy Federal Credit Union.

"Glia’s Unified Interaction Management platform has been a game changer for WyHy Federal Credit Union, allowing us to improve our member experience while achieving tremendous efficiencies. Glia’s single unified platform sets WyHy up for future success, with the ability to align to member expectations as they evolve. Whether that’s a big increase in phone calls, digital-first interactions or a boost in chatbot use, we are ready and able to provide the best, seamless experience possible," said Eric Valla, CIO WyHy Federal Credit Union.

#contactcenterworld, @GliaInc

Posted by Veronica Silva Cusi, news correspondent
Source: Glia


About Glia:
Company LogoGlia provides digital customer service technology that is reinventing how businesses support clients online. Glia's solution enriches customer touchpoints on web, mobile, or phone calls with communication choices (from messaging to video chat), on-screen collaboration, and AI-enabled personalized experiences. Banks, Credit Unions, Insurers and Fortune 500 enterprises use Glia today to quickly maximize customer satisfaction, decrease handle times, and improve conversions. Headquartered in New York City, Glia is backed by leading venture capital investors.
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Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Thursday, February 8, 2024

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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