Glia Software Reviews

“This is exactly what we were looking for

Pros

The support team at Glia is exactly what we needed for our unique setup. They approached things creatively and worked with us to solve problems. On top of that the system's usability has made our frontline associates work much more streamlined and efficient.

Cons

The only con I can think of is that a couple of workarounds are needed with the GVA. For example, exporting scripts and improving script routing customization could be better.

“Totally a game changer software

Pros

Using it has been a game-changer for our member service contact center. I remember the immediate difference when we first implemented it. Instead of our phone lines constantly being jammed, this tool started deflecting calls to simple self serve solutions. This not only gave our agents more time to handle complex issues but also made our members happier with quicker resolutions.

Cons

While Glia offers many useful features, our credit union has faced a few challenges. The platform's selfserve options sometimes fall short when addressing more complex member inquiries, which can be frustrating. And also integrating with our existing systems was more complicated than we expected.

“Incredible software!

Pros

I'm not sure where to begin. I've spent most of my professional life in call centers and no matter the organization, the tools have always been lacking. Glia is the complete opposite. From the countless features that make life easier for you and your team to the minimal training required to master the platform. I really don't think anyone could complain. Their customer support team is quicker than most, and the implementation process is as seamless as it gets. I absolutely love it.

Cons

I honestly don't think theres anything I dislike about Glia. It integrates with almost any vendor we use and it has a 99.99% uptime.

“A progressive digital service solution

Pros

Glia is an innovative company that keeps adding features to support a fully digital service model. From chat and audio/video to AI integrations across all digital channels (phone, chat, virtual assistant), they help us support customers and enable agents to work more efficiently. They also support multilingual chat and virtual assistants, which aligns with our company's strategy to serve diverse communities. Implementing features is easy and doesn't require heavy IT support- this is citizen-level tech with a huge impact! Since 2020, a whole division of our business has been running on it, and it's completely transformed our customer support approach.

Cons

it is making swift progress with its Ai capabilities. They've been quick to follow Ai trends and Im confident they'll continue to lead in this area.

“A fantastic business partner

Pros

This software allows us to be digital-first when communicating with and engaging our members. The product is seamless and modern and customer support is outstanding.

Cons

At the moment we don't have any dislikes with it.

“Excellent user interface and technical support

Pros

The user interface is incredibly intuitive for both agents and staff. The help desk is excellent, always quick to respond and downtime is almost nonexistent!

Cons

When it comes to feature enhancements there's sometimes a lack of communication about the status of those changes.

“Easy testing and fast implementation

Pros

I love how easy it is to test and push updates to production. The platform can be customized to meet our organization's needs and there's lots of communication with our rep to make sure this platform offers the best experience for our members.

Cons

Sometimes the support we receive doesn't fully address our inquiries. Our rep does a great job of ensuring we get answers but the support team's responses can be generic and their suggested solutions have not always worked. We also had several issues with the implementation of audio/video features.

“Amazing platform, but lacking support

Pros

The ability to engage in video sessions, chat and audio is a fantastic feature.

Cons

The lack of support, difficulty integrating with other call center platforms and issues with kiosk mode are some downsides. There are additional features available on the platform but after being a client for over two years we've never been introduced to them.