Real-World Case Studies and Customer Success Stories with Glia Vedio

Glia helped Community First credit union serve 160,000+ members with a human-centric digital strategy. The credit union used live chat,... video, and CoBrowsing to keep strong personal connections online. Glia's platform made it easy for service reps to guide members through loan applications, speeding up the loan process. Community First saw rapid growth in 2021 and improved member engagement. The focus on real-time digital support led to higher conversions and better service.
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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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Glia Voice AI helped Heritage Federal Credit Union exceed 151% of its annual loan growth target. The credit union doubled... its service volume with 20% more workforce efficiency and 25% less staff. AI automated or enhanced 100% of member interactions, reducing average handle time by 18% and increasing service levels by 16%. Heritage used Glia to replace legacy systems, unify channels, and empower agents, driving growth without extra hiring.
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Glia AI helped Granite Credit Union open four new branches without hiring more staff. The platform unified in-branch and call... center teams, automated routine inquiries, and improved service for Spanish-speaking members. Granite saved 1,400 hours of manual agent work in four months, cut call abandonment rates by 55%, and lowered average handle time by 25%. Member satisfaction rose to 4.7 out of 5. Glia's AI-powered solutions enabled smarter staffing and better member service.
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Glia Digital and Glia Voice helped Columbia Credit Union reach a 92% first call resolution rate. The credit union improved... answer rates to 91% during a full-day auto attendant outage. Members now wait 30% less on hold year-to-date. Glia Virtual Assistant "River" gives 24/7 support and handles routine questions. Leadership uses Glia’s reporting to manage queues and improve service. Columbia Credit Union unified digital and voice channels for better member experience and efficiency.
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Glia unified digital and phone support for Expedition Credit Union on a single platform. During a digital banking conversion, 100%... of live engagements moved to Glia, doubling interaction volume. 65% of members said they would have called if digital was not available. Staff found the system easy to learn, helping deliver seamless member support. The ChannelLess platform improved member satisfaction and enabled smooth transitions between chat, voice, and departments.
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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 helped Expedition Credit Union unify digital and phone support on a single platform. During a digital banking conversion, 100%... of live engagements moved to this platform. 65% of members said they would have called if digital support was not available. The credit union handled twice as many interactions during the conversion. Staff found the system easy to train on, and member perception improved. Glia's ChannelLess platform enabled a smooth transition to digital-first service.
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Glia Interaction Platform helped Expedition Credit Union unify phone and digital support. The credit union needed to eliminate siloed channels... and deliver seamless member experiences. With Glia, members can switch between chat, voice, and video without starting over. Staff training became easier with one platform. After implementing Glia, Expedition completed a digital banking conversion and doubled monthly interactions.
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Glia Digital and Glia Voice helped Columbia Credit Union reach a 92% first call resolution rate. The credit union unified... member interactions and improved agent efficiency. Glia’s reporting tools gave leadership real-time visibility into contact center performance. The Glia Virtual Assistant "River" enabled 24/7 service and reduced on-hold wait times by 30%. During a full-day phone outage, they maintained a 91% answer rate using digital channels.
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Glia Voice AI helped Busey Bank add 30,000 customers after a $7B merger with no extra hiring. The bank automated... 61% of calls and cut agent wrap-up time by 50%. Two frontline staff moved to strategic roles. Glia Virtual Assistants and AI tools improved service and efficiency. Busey supported 14 branches with overflow from the main call center.
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Glia helped Bank of Guam boost digital interactions by 53%. The bank used Glia's single interaction platform to streamline service... and cut average phone wait times by 30 minutes. They combined call center and digital teams, making service easier and more efficient. Automated self-service options now give customers 24/7 support. The solution improved customer experience and team engagement.
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Glia helped Granite Credit Union modernize its contact center and digital service. The credit union faced poor member experience due... to outdated systems and manual processes. Glia deployed its Unified Interaction Management platform, Cortex Manager AI, Agent AI, and a bilingual virtual assistant. Granite CU achieved a 60% containment rate, a 25% drop in average handle time, and saved 1,400 hours of manual work in four months. Member satisfaction reached 4.7 out of 5.
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Glia Voice and Phone GVA helped Service 1st Federal Credit Union modernize its call center. The credit union replaced its... old IVR with an AI-powered virtual assistant. Members now get 24/7 self-service and faster help. The solution cut call abandonment by 95% and wait times by 71%. Agents handle 29% fewer calls, saving 69 hours per week.
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Glia helped Heartland Credit Union modernize its contact center. High call volumes and manual processes caused long wait times and... high abandonment rates. Heartland used Glia's GCC for better call routing, CoBrowsing for real-time inquiry resolution, and DCS for chat and video support. Native reporting improved queue staffing. Results included a 40% reduction in average handle time, 62% lower abandonment rate, 42% increase in monthly service capacity, and a 97% service level.
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Glia Interaction Platform helped Acadia FCU combine digital and phone support into one system. Members can use chat or phone... and switch between them easily. The platform made service faster and more personal. Acadia FCU reached a 75.3% digital containment rate, a 20 second average wait time, and a 4.76 out of 5 CSAT score. Members like the convenience and personal touch of the new system.
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Glia helped AmeriCU Credit Union boost self-service and member satisfaction with digital-first customer service. AmeriCU used digital chat and OnScreen... voice to reduce high call volume. The Call Visualizer tool enabled online collaboration for phone callers. AmeriCU increased digital interactions by 3X and achieved 23% self-service usage. Average handle time dropped by one third. Member satisfaction reached 4.75 out of 5 and NPS hit 66.
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Glia Digital Customer Service helped Dover Federal Credit Union shift to a digital-first approach. The credit union wanted to expand... digital services and improve both member and employee experiences. They deployed Glia to consolidate all digital interactions into one seamless platform. Dover Federal saw a 21% reduction in average handle time, a 40% decrease in average wait time, and a 13% increase in interactions with fewer staff. The solution supported rapid membership growth and improved service quality.
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Glia helped Heritage Federal Credit Union improve service with AI. They replaced a legacy CCaaS and IVR with Glia Voice... and a virtual assistant. Glia Virtual Assistants now provide 24/7 support across digital and voice channels. The credit union unified all communication with Glia's platform. Results include 90% of interactions enhanced by AI, a 20% reduction in labor, 18% lower handle time, and a 16% increase in service levels with double the volume and no extra staff.
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Glia Digital and Glia Voice helped Azura Credit Union modernize its member service. The credit union faced outdated technology, no... call center solution, and manual processes. Glia enabled chat, video, audio, and advanced call routing. Azura saw a 92% average monthly service level, a 54% increase in digital interactions, and a 50% reduction in phone wait times. Agent efficiency improved with a 38% multi-engage rate.
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Glia helped Orion Advisor Solutions move to a digital-first customer service model. Orion replaced its old phone system with a... unified digital engagement platform. Advisors and agents now use chat, voice, and video in one interface. The AI chatbot "Rigel" cut call transfers by 30%. Live engagements starting online rose to 80%. Handle time dropped by 4 minutes with CoBrowsing. Orion improved agent onboarding and client collaboration.
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Glia Digital Customer Service helped Celina Insurance Group replace their old chat system. Agents now use chat, OnScreen Voice, video,... screen sharing, and cobrowsing to connect with Celina teams. The new system lets agents reach underwriting, tech support, accounting, and management easily. Agent satisfaction reached 4.93 out of 5 for all Glia interactions. Support experience scored 10 out of 10. Celina saw fast implementation and improved agent loyalty.
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