Engagement Lead

Insurance company launches Glia, creating a unified experience for customers and CSRs and strengthening data and reporting capabilitiesNEW YORK and SARASOTA, Fla., Jan. 15, 2025 /PRNewswire/ -- Glia , the leader in customer interaction technology, and FCCI Insurance Group (FCCI) today announced that the insurance company has successfully gone live with Glia to enhance the customer and Customer Service Representative (CSR) experience while creating deeper visibility into contact center operations. Purpose-built for the insurance industry, Glia's modern, state-of-the-art contact center solution enables FCCI to unify all voice and digital interactions on a single platform that empowers the FCCI claims and billing teams to provide faster, more personalized customer service.FCCI provides commercial P&C insurance, allowing businesses to grow and succeed while knowing their risks are managed and claims will be resolved fairly. Looking to upgrade its legacy phone system, FCCI sought a more modern, unified platform that could integrate with its core systems and Unified Communications as a Service (UCaaS) platform to create a simplified experience for its CSRs. The company selected Glia for its innovative voice and digital technology as well as its industry focus on transforming insurance interactions."FCCI promises our customers that we will always treat them with 'extra mile' service, and Glia's modern technology directly supports that mission regardless of which channel a customer chooses to interact with us in," said Dave Patel, EVP, Chief Information Officer at FCCI. "With its advanced ChannelLess® contact center platform, Glia is facilitating more effortless interactions with CSRs and customers while providing greater transparency into contact center performance, enabling us to make faster, more informed decisions

Glia, the leader in customer interaction technology, has extended the powerful capabilities of its Responsible AI platform, which includes the launch of Quality AnalystGPT, an advanced AI-powered tool designed to analyze customer interactions. With Quality AnalystGPT, contact center managers can now quickly and easily uncover customer needs and trends, evaluate performance and quality at scale, and identify opportunities for coaching and improvement based on context from across all customer interactions.Launched earlier this year, Glia’s ChannelLess® Responsible AI platform specifically built for the financial services industry, Glia Cortex, has experienced significant momentum, with over 150 financial institutions already benefiting from the sophisticated AI capabilities. These institutions are harnessing Glia’s advanced technology to create AI-powered call centers that drive business results and operational efficiencies while strengthening customer relationships without compromising security or compliance.Building on this success, Glia has launched Quality AnalystGPT to provide financial institutions with real-time insights into the evolving needs of customers. Contact center managers and leaders can ask the AI tool a question in natural language about customer interactions and receive a comprehensive answer within seconds, resulting in easier data analysis and valuable quality insights. Such capabilities enable institutions to better understand customers’ changing needs and deliver timely coaching and support, ultimately boosting performance and enhancing the overall customer experience.Several new AI enhancements have also been added to Glia Cortex, including:Cortex Intercept, which personalizes “welcome messages” for each customer caller, with dynamic options based on what they have previously called about. This feature has decreased the number of calls that go directly to a live agent by 20%.Cortex Heads-up, which automatically reviews and analyzes previous customer interactions and provides a summary to agents

Glia, the leader in customer interaction technology, today announced that channel ecosystem powerhouse Ray Hicken has joined Glia as an executive channel advisor. In this role, Hicken is fortifying and expanding Glia’s channel strategy, accelerating the company’s impact and reach in the voice and digital customer interaction space.With a proven track record of success in telecommunications and customer experience, Hicken brings decades of industry experience and knowledge to Glia. Previously serving as VP of Channel Sales for North America at NICE, Hicken oversaw its U.S. channel, spearheading a team to develop, leverage, and execute growth strategies for all U.S.-based strategic partners. Prior, he led sales at CarrierSales and built the first-ever CX practice in the TSD channel at both CarrierSales and Telarus, where his work was instrumental in drawing Telarus’ interest in acquiring CarrierSales in 2017. This impact is why Hicken was named to the 2023 Top 20 UC/Contact Center Leaders and the list of 2024 Channel Influencers of the Year by Channel Futures.“Glia breaks the mold of traditional CCaaS and contact center tech providers