New York, NY, USA, April 27, 2020 -- Glia, a provider in enterprise Digital Customer Service solutions, announced that it has been named in Gartner's recent report, The 2020 Gartner Market Guide for Digital Customer Service and Support Technologies1 as a Representative Vendor for providing Digital Customer Service and Support Technologies solutions.
With current world events changing the way all business is conducted, enterprises need tools to quickly address situations where both customers and service representatives are working remotely, and customers are forced to do more and more online. With this new reality, Gartner's Brian Manusama and Nadine LeBlanc state that "By 2025, 40% of customer service engagements will be handled in the first contact through self-service or assisted service, with no need for opening a ticket or case."
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Dan Michaeli, Co-Founder, and CEO of Glia, said; "As one of the original innovators in the development of Digital Customer Service, Glia is very pleased to see that Gartner has covered this market category. As businesses strive to provide a seamless and flexible customer journey experience, the ability of customer service and sales teams to harness digital channels is becoming increasingly important. Glia is delighted to be helping many major enterprises with their rapid transformation to a digital-first approach for supporting customers, and we continue making major investments to keep us at the forefront of this emerging market."
Posted by Veronica Silva Cusi, news correspondent
Glia 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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Tuesday, April 28, 2020
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