Glia Reviews & Product Details

I love Glia's high-quality technology and its better and easier-to-use recording and analytics functions compared to other options we considered. The setup process was really easy and seamless, which I enjoyed. The AI cortex wrap-up summary has been huge for saving time on documentation, particularly useful for team members with special needs. The automated summaries are a favorite feature, and I'm excited about potentially assisting operators with AI agents. The insights and capabilities it offers as a manager to review team activities easily without manually searching is a significant benefit. Review collected by and hosted on G2.com.

I find that the current functionality is limited by the inability to set a follow-up flag or function on calls. This is currently only available for chat and SMS, which limits efficiency when dealing with complex customer issues such as policy cancellations and reinstatements. These typically require multiple interactions across different departments and having a flagging system would streamline this process and improve follow-up capabilities. Review collected by and hosted on G2.com.

I love Glia's seamless process for switching between voice, video, and chat, making our communication channels efficient. The excellent customer service, with personalized attention and regular follow-ups, significantly supports our daily activities. Setup was straightforward, thanks to the helpful guidance from Glia's team. Additionally, Glia offers features like enhanced security for wire transfers and assistance for power of attorney scenarios, which we couldn't do before, increasing our capabilities. Review collected by and hosted on G2.com.

I find it challenging that we cannot choose one media type at a time without being available for all media types. This limitation in selecting specific media types adds to our struggles, as it forces us to be available across all types when, at times, we only want to use one specific mode, like video. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

{"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."} Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The meeting cadence is something I would like to change about Glia. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.