#contactcenterworld, @GliaInc
New York, NY, USA, Jan 24, 2023 -- Glia, a provider of Digital Customer Service (DCS), announced a major new release of Glia Call Center, part of its complete interaction solution that unifies traditional phone and digital engagements within a single platform.
The new release incorporates rich conversational AI features for automating phone interactions and deep integration with fintech providers, while facilitating financial institutions’ migration from phone-centric to digital-first customer service.
"While customer service preferences are rapidly shifting to digital channels, traditional calls still represent a healthy portion of interactions. Managing this shifting interaction mix is a challenge for financial institutions, typically requiring two or more systems to staff customer service needs. Glia Call Center enables financial institutions to marry phone calls and digital experiences together, for a single, unified approach as part of our ChannelLess Interaction Platform," said Justin DiPietro, Chief Strategy Officer for Glia.
"With Glia Call Center, we’ve brought traditional phone and digital interactions together on a single platform, which is driving new efficiencies. We’ve streamlined planning, reporting and staffing. As a result, the employee experience has greatly improved through bringing our phone and digital teams together, which in turn delivers an optimal member experience," said Todd Wilson, VP of Member Experience for Dover Federal Credit Union.
"We deployed Glia Call Center to manage the substantial increase over the past few years in both phone calls and digital interactions, which were managed by two separate systems. By consolidating phone calls and digital interactions within the Glia Interaction Platform, we now provide a seamless member experience across all channels. The overall efficiency we’ve achieved with Glia Call Center has increased production while maintaining a high level of employee satisfaction and improved member engagement," said Laurie Bruggenwirth, AVP of Digital Operations for Ascentra Credit Union.
Posted by Veronica Silva Cusi, news correspondent
Source: Glia
About Glia:
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.
Published: Wednesday, January 25, 2023
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