Digital Customer Service Platform
Glia TechnologiesReviews from AWS customer
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Great Team and Screenshare, But Reporting Needs Improvement
What do you like best about the product?
The people at GLIA are amazing. I have never had a bad experience with someone at the company. Screenshare has always been a game changer for our users.
What do you dislike about the product?
Reporting could use an overhaul, allow scheduling and ensure data integrity between reports.
What problems is the product solving and how is that benefiting you?
AI use cases are amazing and GLIA is doing well to roll them out.
Seamless Setup, Enhances Workflow Significantly
What do you like best about the product?
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.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
Glia streamlines our customer service with automated chat filtering and call distribution, ensuring a balanced workload. The AI cortex wrap-up drastically cuts documentation time, aiding team members with typing challenges. It's transformative for efficient workflow and documentation.
Great Voice Assistant, No Complaints Yet
What do you like best about the product?
Voice assistant. We presently use Chat only, however, looking at the demos for voice, the voice assistant has shown the potential to solve a lot of our issues and help the members with ease.
What do you dislike about the product?
Nothing so far. The product that we currently use is working as intended, and is liked by both our members and agents.
What problems is the product solving and how is that benefiting you?
Helping members using Chat. Containing them in chat to start with, using co browsing, and transferring to calls, if needed, with a seamless transition.
Great Features for Contact Centers, But Needs More Customization
What do you like best about the product?
All of the features that allow our contact center to best serve our membership
What do you dislike about the product?
THe lack of customizable settings to ensure that each queue is set up the way i want itKal
What problems is the product solving and how is that benefiting you?
It is taking some of the low level mundane calls away from my agents and allowing them to focus on higher priority calls
Great Automated Responses, But Too Generic
What do you like best about the product?
I have been a big fan of the live observation and seeing what page people are stuck on or to troubleshoot with them.
What do you dislike about the product?
Our GVA is essentially a glorified canned response and I am excited that we have options to step away from that.
What problems is the product solving and how is that benefiting you?
We were looking for a more robust chat experience, and glia has delivered excellent results for us.
Reliable Service and Excellent Support, No Complaints
What do you like best about the product?
Almost 0 down time. Great support from our csmw
What do you dislike about the product?
I can’t think of any improvements needed
What problems is the product solving and how is that benefiting you?
Digital chat
Impressed by Ongoing Innovations and Upgrades
What do you like best about the product?
The constant innovations and upgrades being made to an amazing system.
What do you dislike about the product?
There is not really anything to think of. It is easy to pick at something and say thats not good. If you really think about it, is it really bad?
What problems is the product solving and how is that benefiting you?
The need for our highly skilled agents to answer very simple quesrtions.
User-Friendly System, But Lacks Granularity Without Extra Cost
What do you like best about the product?
Easy system to navigate and use. Love the hlep section as well.
What do you dislike about the product?
Not as granular as we would like to see with out paying lots of extra money.
What problems is the product solving and how is that benefiting you?
Having the ability to assist members through a variety of interactions, all within a single platform, is very convenient.
Great Reporting Features, loving Glia
What do you like best about the product?
I really like the reports, it has been so easy to present results
What do you dislike about the product?
I really want to change the status of our agents when they forget to change.
What problems is the product solving and how is that benefiting you?
Reducing waiting time
Welcoming Community and Positive Experience with Glia
What do you like best about the product?
I like the community feel of Glia. Everyone is so welcoming and nice.
What do you dislike about the product?
I don’t have any dislikes at the moment.
What problems is the product solving and how is that benefiting you?
I believe that they are doing an excellent job linking, AI and human interactions. They make AI more approachable.
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