Digital Customer Service Platform
Glia TechnologiesReviews from AWS customer
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Elevate your call center experience with Glia!
What do you like best about the product?
We couldn’t be happier with our experience using Glia! From the start, it has made a huge difference in streamlining our call center operations. The platform is not only powerful and reliable, but also incredibly user-friendly, which has made training and day-to-day use very easy!
One of the standout aspects of working with Glia is the exceptional support we receive. A special shout out to our Customer Success Manager John Chun, who has been an absolute rockstar. He’s always available, responsive, and goes the extra mile to ensure everything runs smoothly for us. Knowing we can count on that level of support really gives us peace of mind.
Glia has truly helped us elevate our customer experience and improve efficiency! If you're looking for a modern, intuitive, and well-supported platform to enhance your call center operations, look no further!
One of the standout aspects of working with Glia is the exceptional support we receive. A special shout out to our Customer Success Manager John Chun, who has been an absolute rockstar. He’s always available, responsive, and goes the extra mile to ensure everything runs smoothly for us. Knowing we can count on that level of support really gives us peace of mind.
Glia has truly helped us elevate our customer experience and improve efficiency! If you're looking for a modern, intuitive, and well-supported platform to enhance your call center operations, look no further!
What do you dislike about the product?
As a French-Canadian financial institution with branches in the US, the only downside we've noticed is that Cortex AI isn't available in French, at least not yet. We're hopeful that it will be in the future!
What problems is the product solving and how is that benefiting you?
Manage efficiently our incoming calls.
Responsive and solution-oriented
What do you like best about the product?
The best thing about Glia is how the GVA handles routine customer questions leaving agents available for more complex questions. We have had great experiences with the implementation teams and our Customer Success Managers.
What do you dislike about the product?
The only downside is my own expectations about the GVA. It would be helpful if it recognized key words to give responses but I understand why it isn't set up that way. I've learned the PUGG user goals are really helpful for more specific questions.
What problems is the product solving and how is that benefiting you?
Glia has helped by reducing our call volume and teach customers how to self-serve.
My experience with Glia has been excellant.
What do you like best about the product?
What I love most about Glia is the exceptional personal customer service and their innovative approach. They consistently offer new products and tools that can completely transform our Customer Support team and how we interact with customers.
What do you dislike about the product?
I wish there were a more robust integration with our core system, like some of the other integrations we've seen.
What problems is the product solving and how is that benefiting you?
Unauthenticated Live Chat
Authenticated Live Chat
Digital Banker (GVA)
Authenticated Live Chat
Digital Banker (GVA)
Driving Efficiency and Collaboration with a Modern Phone System
What do you like best about the product?
Working with Glia has been a consistently valuable experience, as they serve not only as a technology provider but as a trusted partner offering strategic industry insights and trend analysis. Their platform supports seamless omni-channel communication and real-time collaboration, enabling us to engage members more effectively across all touchpoints. The intuitive, user-friendly interface allows for rapid configuration and efficient change management, reducing operational friction. Glia’s commitment to innovation and partnership significantly enhances our ability to deliver high-quality, responsive service.
What do you dislike about the product?
One area with room for improvement is the lack of a traditional call center status view. Currently, all contact center agents select the audio function, which can also activate chat, making it more challenging to track engagement accurately. This setup may lead to inconsistencies, as agents can appear highly available even when actively handling interactions. Enhancing visibility into real-time agent status would further strengthen an already robust platform.
What problems is the product solving and how is that benefiting you?
Providing our members with new ways to interact with out Credit union.
ChannelLess Architecture WILL Revolutionize Your DCS
What do you like best about the product?
By far, the partnership. Bringing Glia into our tech stack wasn’t just signing with another vendor, it’s as though we’ve met our CCaaS soulmate. Glia gets what we say when we talk about improving the member and employee experiences, takes our feedback to heart, and strives to make our CX dreams a reality.
What do you dislike about the product?
The only thing you’ll dislike surrounding your relationship with Glia, is yourself- for not having made the switch sooner.
What problems is the product solving and how is that benefiting you?
We were an organization dragging our operators and members through an outdated, sometimes painful experience when attempting to access our services digitally. We were tired of forcing our members into the limited channels we had and still ending up with both our teams and our members banging their heads against a wall.
Our members couldn’t rely on intuitive, widely accessible assistance from our agents- and, our agents had to bend over backwards and jump through hoops to get all of the information necessary to not only service the member due to legacy systems that just didn’t complement eachother.
We needed an overhaul to empower our management, our agents, and our members to embrace digital service with minimal lift and a strong ROI.
Our members couldn’t rely on intuitive, widely accessible assistance from our agents- and, our agents had to bend over backwards and jump through hoops to get all of the information necessary to not only service the member due to legacy systems that just didn’t complement eachother.
We needed an overhaul to empower our management, our agents, and our members to embrace digital service with minimal lift and a strong ROI.
Wonderful Onboarding Experience
What do you like best about the product?
Although we have not launched Glia to the public yet, we are ecstatic to get it rolling. The team thus far has been nothing short of wonderful to work with.
What do you dislike about the product?
I have not found anything as of yet that I would say I dislike.
What problems is the product solving and how is that benefiting you?
We did not have a chat service prior to onboarding Glia, so Glia is allowing our company to be in the 21st century and up to speed with current technologies.
Efficient and User-Friendly Chatbot Solution
What do you like best about the product?
I appreciate how Glia helps us deliver unified experience across our digital platforms, making it easier for all of our members to get the help that they need when they need it and how they need it. The overall experience is impressive, particularly due to the diverse range of features and benefits that the system provides. As a Glia administrator and frequent Glia user, I find the platform intuitive, and integrating the GVA was straightforward. The process did take some time, but the dedication and effort invested in developing the bot was well worth it. Moreover, Glia’s customer support team consistently responds promptly to our inquiries, making the implementation process easier for all of our staff.
What do you dislike about the product?
One challenge I face is the Glia reference guide. There is an overwhelming amount of information available, which sometimes makes it confusing to determine the best search approach. Often, I encounter multiple articles on the same topic, and I don't always find the specific answer I need. When this happens, I submit a ticket to Glia support seeking guidance in the right direction and they are always quick to respond.
What problems is the product solving and how is that benefiting you?
Glia delivers around -the-clock support on the platforms our members prefer. We provide chat, audio, and video options across desktop, online banking, and mobile platforms, ensuring that every member can connect in the way that best meets their needs.
Expecting to be long-time clients of Glia.
What do you like best about the product?
Have always had a great experiences working with various Glia team members. Everyone has been supportive and knowlegeable when we have questions.
What do you dislike about the product?
I don't really have any dislikes. I would like to be able to download PDF/Word versions of what is in the Support Portal. If we need to share information from the Portal with other departments, we have to copy and paste the content into a Word document or temporarily give someone from that department access to the Glia Hub/Support Portal.
What problems is the product solving and how is that benefiting you?
We now have a juiced up chat tool for our members and staff to use. The ability to offer co-browsing, file sharing, and screen sharing has improved the support experience. We have recently integrated the GVA from our previous digital assistant vendor. The GVA will offer a better experience for members being handed over to a live agent.
Great products. Great experience.
What do you like best about the product?
Glia provides an industry leading product suite and they are super easy to work with. They have a well developed integration process and make it easy on the client to launch. Their support is very responsive and knowledgeable.
What do you dislike about the product?
I can't really come up with any negatives.
What problems is the product solving and how is that benefiting you?
Glia enables our members to self serve for requests and troubleshooting without having to connect with an agent. This frees our agents up to handle more complex requests over the phone.
Exactly what we needed
What do you like best about the product?
Our support team with Glia is exactly what we needed for our unique setup. They were able to think from a creative perspective and problem solve with us. In addition, the usability of the system make work for our frontline associates more streamlined and efficient.
What do you dislike about the product?
The only downside I can think of is a couple workarounds needed with the GVA. For instance, exporting scripts and better customization of script routing.
What problems is the product solving and how is that benefiting you?
Glia allowed us to have live chat within our online banking, making it a more efficient way for customers to contact us with questions.
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