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.