Glia Voice
Glia TechnologiesReviews from AWS customer
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Seamless Transition, Empowered Growth
What do you like best about the product?
I appreciate Glia for its seamless and easy-to-use interface, which facilitates smooth operations as we move forward. It allows me to harness growth potential. The effortless setup with the help of engagement specialists was commendable, making the onboarding process stress-free. Glia's CRM capabilities, enabling fast data querying, are highly valuable for my work. The engagement sentiment analysis and agent wrap up surveys add significant value to our operations. The AI Assist feature and partnerships are particularly useful. The overall ease of use, clear return on investment, and supportive team are factors that make Glia a preferred choice for repurchase.
What do you dislike about the product?
The meeting cadence is something I would like to change about Glia.
What problems is the product solving and how is that benefiting you?
Glia streamlines data access and analysis, acting as a CRM hub. It enhances engagement analysis and simplifies agent reviews, providing seamless management, easy integration, and supporting growth potential.
Seamless Chat Integration with 24/7 Availability, But AI Needs Improvement
What do you like best about the product?
I appreciate that Glia offers 24/7 availability, which ensures our members can access self-help options even outside of regular support hours. This feature significantly benefits us in maintaining continuous service. The digital virtual assistant for chat is highly valuable, displaying a strong usage rate among our members. The setup process was smooth, allowing me to efficiently gain the necessary skills to become an administrator with minimal effort. Our members have adapted well to our chat methods via Glia, which is crucial for our operations.
What do you dislike about the product?
I am concerned about the sensitivity of the voice AI to ambient noise, which often leads to errors and frustration among our members. Additionally, some user goals trigger errors, further complicating user interaction.
What problems is the product solving and how is that benefiting you?
Glia provides 24/7 availability, enhancing member self-help options when support is unavailable, and offers in-depth reporting for better call center metrics analysis.
Fantastic Products, Easy to Learn, and a Great Team!
What do you like best about the product?
Products are fantastic, easy to learn and the team is great!
What do you dislike about the product?
The staging environment can be clunky and can be challenging.
What problems is the product solving and how is that benefiting you?
Helps our contact center understand what calls they are taking. Counciling staff using play backs is great.
Seamless Integration, Highly Recommended
What do you like best about the product?
I appreciate how easily Glia integrates our chat and phone calls into the same system, simplifying interactions and ensuring smooth operations. The tool has been instrumental in sorting out our holiday hours, eliminating accidental calls and enhancing our workflow. Additionally, the seamless member experience and efficient routing to the right representative are particularly beneficial. I also loved the Cortex AI for its ability to live transcribe, which was incredibly useful to me.
What do you dislike about the product?
{"I find importing phone numbers challenging, which complicates setting up the call center.","I'm frustrated with the dual handling of chat and phone calls before integration, which was not a pleasant experience for representatives.","I would appreciate having more detailed reporting options to better benefit from the service.","I wish there was a visual representation for call routing and IVR setup, as it would aid in real-time configurations and understanding setups better."}
What problems is the product solving and how is that benefiting you?
Glia resolved our holiday hour call issues and integrates chat and calls seamlessly, improving member experience and simplifying routing.
Impressed by Exec AI Features
What do you like best about the product?
The exec AI features to analyze the chats and engagements from a high level to a granular level.
What do you dislike about the product?
There's nothing I dislike about Glia. There's a massive amount of resources to learn anything you want to know.
What problems is the product solving and how is that benefiting you?
The service offers 24/7 support in both English and Spanish, making it accessible to a wider audience. I appreciate how it meets members where they are, providing opportunities for self-service and self-education.
Great UI and Accurate AI Call Transcription
What do you like best about the product?
The user interface and the AI transcription of completed calls.
What do you dislike about the product?
Nothing! Everything is great! The help from Omar at the GLIA Village was unprecedented.
What problems is the product solving and how is that benefiting you?
Expediency of our call center agents. They no longer have to type recap reviews of their calls because GLIA AI generates this for us.
User Friendly and Easy to Use
What do you like best about the product?
Glia is user friendly, easy reporting, and great using.
What do you dislike about the product?
I wish that Glia had more options to refine agent.
What problems is the product solving and how is that benefiting you?
Cobrowsing- helps assist customers better
Simple System That Meets All My Needs
What do you like best about the product?
The simplicity of the system. Love the reporting and the visual graphs.
What do you dislike about the product?
Nothing I can think of off hand. Very easy to use.
What problems is the product solving and how is that benefiting you?
It has really helped with the co browsing and making it easier to manage calls and reporting.
Intuitive Interface and Great Features, but Some Settings Require Support
What do you like best about the product?
The interface and its intuitive nature + its features and capabilities.
What do you dislike about the product?
Some settings I want to change require me to contact glia support.
What problems is the product solving and how is that benefiting you?
It provides us with the ability to utilize AI in chats and solve problems without requiring a humans time in every single contact instance.
Streamlined Communication with Glia, but Limited Customization for Lightning Messages
What do you like best about the product?
We use Glia for Audio, Video, Phone (Non-intergrated) , chat and GVA. What I like best about it is that having all of our communications in one platform allows us to have a streamlined experience for our members and staff.
What do you dislike about the product?
The only thing that we dislike at this time is that when you're in an engagement, there is lightning messages. They are pre-built and can't be customized to our institutions preference.
What problems is the product solving and how is that benefiting you?
With Glia, we've managed to close the communication gaps that existed both during and after business hours. It allows us to engage with our members in a modern, digital way, which is essential as digital communication represents the future.
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