#contactcenterworld, @GliaInc, @lightico
New York, NY, USA, June, 2022 -- Lightico, a provider of digital customer interactions, and Digital Customer Service (DCS) provider Glia, announced a partnership to make complex customer engagements—such as credit card, insurance policy or mortgage applications—easier to complete, as part of a seamless OnScreen experience. The partnership integrates Lightico’s Digital Completion Cloud with Glia’s Digital Customer Service (DCS) platform for financial institutions, enabling a fully digital solution to complete online customer engagements without breaking the digital connection. This helps financial institutions lower their abandonment rates, increase conversions and drive growth while meeting the strong demand for remote contact and online completion solutions.
"Glia’s Digital Customer Service (DCS) platform with Lightico’s Digital Completion Cloud enables financial institutions to meet and guide their customers OnScreen, across all channels, and help them complete even complex processes with eSign, eForm and secure payment solutions, fully integrated as part of the DCS platform," said Steven Kaish, SVP of Alliances & Product Marketing for Glia.
Seamless digital customer experiences can significantly boost customer satisfaction, up to 20%, and improve OnScreen application conversions as much as four-fold. Conversely, whenever customers are forced to break the digital connection—to re-verify identity, sign a form or make a phone call just to reach live support—those numbers go in the opposite direction.
Glia’s DCS platform enables financial institutions to digitally engage customers at their moment of need and deliver a seamless experience with the ability to effortlessly transition across all channels, including SMS, chat, voice and video.
"I began my career in the contact center industry – and that is where the idea of the digital completion cloud first grew," said Zviki Ben Ishay, CEO and co-founder of Lightico. "The partnership and deep integration with Glia brings this process full circle, allowing financial institutions to complete an extraordinarily wide and diverse set of interactions with customers in real-time on their mobile device. Our joint customers will experience massively improved completion time, reduced average call handle times and a significantly better customer experience – all of which drive improved bottom line results."
#contactcenterworld, @GliaInc, @lightico
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.
Lightico helps agents and reps sell and service their customers more effectively in the first call - even when their customers are on their cellular phones. In a world where customers are on the their mobile phones, businesses are thirsty for ways to sell and service them in real-time, wherever their customers are. Lightico developed an innovative mobile communication center that empowers customer experience and leads digital service, support and sales teams to success. Our platform consists of a suite of micro solutions to that enable organizations to serve their mobile customers. With Lightico, call-agents have an integrated suite of digital tools they can add to their live phone conversations to better service their mobile customers: Leapfrogging PC and face-to-face customer experiences. While speaking with customers on their mobile phones, SME phone agents can seamless add in-call tools like real-time media sharing, instant identification collection, real time finger-eSigning, smart document creation/completion & instant, PCI compliant payment collection. Lightico’s ‘no-app required’ approach to digital service is combined with deep learning and rich analytics, equip call agents with a full suite of the right digital tools to close sales and improve service. Already trusted by hundreds of SME and serving 10,000s mobile clients, Lightico is fast becoming the indispensable to businesses serving and selli
Published: Monday, June 20, 2022
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Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
ASC Recording Insights and neo
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neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
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Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
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Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
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