Glia OneChannel: Use Cases, Capabilities & Competitors

Texas Tech Federal Credit Union used Glia Voice AI to improve member service and operational efficiency. The credit union replaced its legacy CCaaS with Glia, unifying voice and digital channels. Wit...hin weeks, it contained 25% of phone calls with AI, saving 81 agent hours monthly. Agent training time dropped by 33%. Digital engagement rose 8.6%, and average speed of answer improved by 50%. Managers gained 14 hours per month for coaching, and reporting tools enabled better strategic decisions.
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Glia Digital helped AmeriCU Credit Union boost self-service usage by 23% and triple digital interactions. The platform enabled digital chat, OnScreen voice, and AI-powered virtual assistant, reducing... average handle time by a third. AmeriCU achieved a 4.75/5 CSAT and a 66 NPS. Employees gained remote work options and improved efficiency, while members enjoyed faster, more personal service.
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Glia voice AI helped Busey Bank add 30,000 new customers after a $7B acquisition without hiring more staff. The bank automated 61% of calls and cut agent wrap-up time by 50%. Advisors handled only 5%... more calls despite a 25% growth in the customer base. Busey repurposed frontline staff for strategic roles and exceeded all service targets. Glia Virtual Assistants and voice AI improved efficiency, customer experience, and scalability.
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Glia Voice AI helped Service 1st Federal Credit Union boost loan dollars by 21% from its digital center. The credit union used Glia Virtual Assistants to answer 100% of calls, with 37% fully handled ...by AI. This led to a 96% drop in call abandonment and a 91% cut in wait times. Service 1st saved 69 agent hours per week, letting staff focus on loan growth and member service. The unified Glia platform improved both agent and member experiences.
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Glia Digital helped Dover Federal Credit Union cut average handle time by 21% and reduce average wait time by 40%. The credit union used Glia to expand digital services, including video banking, and ...improve both member and employee experiences. Glia's platform let members move easily between chat, voice, and video, boosting efficiency. Dover Federal handled more interactions with fewer staff and saw higher employee satisfaction. The digital-first approach supported rapid membership growth and better service.
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Glia Voice and Glia Digital helped Heartland Credit Union boost its contact center. Service level hit 97%, up 30%. Abandonment rate dropped 62%. Average handle time fell 40%. Monthly service capacity... rose 42%. Heartland used chat, video, and CoBrowsing to help members faster. Real-time data and reporting improved staffing and member experience.
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