Digital Customer Service Platform
Glia TechnologiesReviews from AWS customer
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Glia provides not only intuitive and innovative products, but superb service.
What do you like best about the product?
Along with providing a great product and smooth implementation process, Glia is an excellent partner. They don't sell you a product and leave you to it. Instead, they remain committed to your success long after implementation.
What do you dislike about the product?
There are a few, very small changes I would make to the platform's functionality, but overall Glia has exceeded our expectations.
What problems is the product solving and how is that benefiting you?
Glia allows us to expand our service footprint in the areas we serve by bring the branch to our members. It has also allowed us to simplify processes and mitigate fraud.
Glia has made engagements with our members and customers easier and effortless
What do you like best about the product?
State of the art tech. Easy to use. Excellent R&D. Glia is always striving to enhance their already great platform and to expand their platform offerings. Response time for assistance is excellent. Our assigned CSM is a superstar. Everyone from every department over at Glia we have worked with has been great. I am not only our main admin/super user in Glia, but I have to help out my team as a user/operator quite often. So, I get to work with a lot of aspects of the platform and highly recommend Glia and keep recommending Glia to other Credit Unions when given the chance.
What do you dislike about the product?
I do wish we could have a log in for us to be able to mirror the reporting live tab onto a display for the contact center agents to be able to see what the manager side sees (average handle time, service levels, abandonment rate, etc). Other contact center platforms I have used have allowed the company a log in to be able to display the live stats to the contact center on monitors throughout the contact center area.
What problems is the product solving and how is that benefiting you?
With Glia we can roll all incoming engagements from our 2 companies into one queue for our Member Services/Customer Services department to handle. It has freed up the confusion and need to have one platform for chatting on our website and within OLB, one platform for texting, one platform for co-browsing and screen sharing, one platform for video and one platform for calls. Glia allows us to offer to our members all types of different communication choices so our members can engage with us the way they want to.
It's a simple tool for calls and chats.
What do you like best about the product?
The Call Center IVR feature works well for Direct Federal's simple needs.
What do you dislike about the product?
I wish I could create customized reports. I wish the Live IVR Call Center Operator review could better display Idle Time, vs Interaction Time, vs Wrap Time a little better.
What problems is the product solving and how is that benefiting you?
My Team can receive inbound calls and chats through one platform allowing me to more easily evaluate each channel's results. It also gives my Team the ability to view members who are navigating through our website and Online Banking site resulting in more efficient interactions with members who struggle with navigation or technology.
We keep adding more and more features!
What do you like best about the product?
We started using Glia as a chat provider several years ago. Then we expanded by adding their Virtual Assistant both on our public facing site and our Online Banking & Mobile App. We've now just added their Voice solution to handle our IVR and entire Contact Center team. The functionality of everything is amazing. The support through the implementations of the different features was great. Our ongoing support has also been phenomenal!
What do you dislike about the product?
There really haven't been any. I would have said the reporting available is lacking, but that's gotten so much better and you'll have no problem finding what you're looking for.
What problems is the product solving and how is that benefiting you?
Glia has made my contact center much more efficient. I can streamline engagements from all avenues (chat, phone, and video) so that I can actually staff to meet needs. Additionally, the quality control process has gotten so much easier for my management team. They can review calls in a fraction of the time it used to take.
Quality experience on the road to a solid rollout
What do you like best about the product?
The simplicity of the use - across all platforms - is a major benefit. The support teams have been incredible, as well!
What do you dislike about the product?
There are certain things we would like to have within the system - mostly reporting - that we would like to have more granular.
What problems is the product solving and how is that benefiting you?
It's eliminating a multi-product approach
Seamless Transition and Implementation
What do you like best about the product?
The Glia Team is what we enjoy most. They are incredibly knowledgeable, genuinely kind, and purposeful in their work. The software is clean, concise, and easy-to-use. The strategy is innovative and intentional. And it's that combination that has set up for long-term success in engaging with our members through seamless communication!
What do you dislike about the product?
We are still working to incorporate Glia on a macro level within our organization. There are certainly efficiencies to be gained in how we communicate today, but incorporating Glia into other software used in other departments has been a challenge.
What problems is the product solving and how is that benefiting you?
Our Virtual Assistant is already showing promise in the first few days post go-live. We are working to provide support for our members but also working to provide the tools & resources our members need to self-serve. Scarlet is helping us achieve that through handling the initial member engagement and by offering self-service options.
Glia and CommonWealth One
What do you like best about the product?
I enjoy the ease of use and the option to customize queues, business rules and teams. We easily implemented the Glia platform on our website in 2022 and added the call center in 2024. Customer support is always available and extremely helpful.
What do you dislike about the product?
Unable to change the status of operators
What problems is the product solving and how is that benefiting you?
We currently use glia for chat, phone, and SMS. We turned on the free trial of Cortex AI and it is a game changer
Exceptional Organization
What do you like best about the product?
What I appreciate most about Glia is the team's exceptional organization and preparedness. Every meeting is productive because they come ready with valuable insights and always have thoughtful answers to every question. Their professionalism and clarity make collaboration seamless and effective."
What do you dislike about the product?
So far, I don’t really have anything I dislike about Glia. My experience has been positive overall.
What problems is the product solving and how is that benefiting you?
Glia has significantly improved our call center productivity. Our users are now engaging more through chat than ever before, which has helped streamline support and reduce call volume. One of the standout features is co-browsing—our agents can now visually guide users in real time, making it much easier and faster to resolve issues. Overall, Glia has enhanced both our efficiency and the user experience."
Glia is the best!
What do you like best about the product?
The advanced technology, easy of use, new and constant improvements, and the friendly interactions with the Glia employees!
What do you dislike about the product?
I can honestly say that there is nothing I dislike.
What problems is the product solving and how is that benefiting you?
Currently we only use Glia for our chats with our customers. We will be implementing full contact center soon!
Glia: FI's New Best Friend
What do you like best about the product?
Glia is not only a game changer in the Digital World, but it gives our client the control to interact with us how THEY want - chat, audio, or video! I LOVE that my team can co-browse and see what the client is seeing, real time! In addition, my team can co-browse and can use their curser to point out navigation menu items or links to the clients. For Management, there are no more manual reports! Glia has a robust reporting system, and I can generate my daily, weekly, and monthly reports right from their platform. We utilize Glia every day to chat with our clients. Our implementation was the fastest implementation for any banking project I have been a part of, and I have been in banking for almost 20 years. Our Glia partner is STILL available, and continues to support our strategy, as well as offers suggestions for process improvement.
What do you dislike about the product?
If a client leaves a chat, it would be nice if there was a noise or an indicator to the specialist knows the client left.
What problems is the product solving and how is that benefiting you?
Glia is putting our clients in control how they chat with us - chat, audio, video. By utilizing call visualizer, we can see what our clients are seeing in real time. It eliminates the "what are you seeing?" We can quickly troubleshoot issues and concerns and provide our clients with resolution. With co-browsing, we can point to a link or navigation menu item, and the client can follow along. As we add more specialists to the team, we are handling more and more engagements, taking some of the volume and pressure off our call center.
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