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News : Lightico and Glia Partner to Help Financial Institutions Simplify OnScreen Customer Experiences

#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
Source: Lightico


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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About Lightico:
Company LogoLightico 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
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Today's Tip of the Day - Can You measure It?!

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

Published: Monday, June 20, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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