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

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. Within 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 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 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 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 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 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 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 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 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 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 unified system. 65% of members said they would have called if digital was not available. The platform doubled the number of interactions handled during the transition. Staff found the system easy to learn, which made training fast. Members can now switch channels without starting over, improving satisfaction and engagement.
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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 helped Community First Credit Union boost member engagement with a human-centric digital strategy. The credit union used Glia’s platform... to offer live, real-time support and proactive loan guidance online. In the first year, Community First saw a 9-fold increase in proactive engagements and doubled loan production. Total loans grew by 7%, fueling 17.3% overall growth in 2021. Members reported high satisfaction with the personalized digital service.
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Glia Digital and Glia Voice helped Columbia Credit Union boost efficiency and member satisfaction. The credit union achieved a 92%... first call resolution rate and a 30% reduction in on-hold wait times. During a full-day phone outage, they maintained a 91% answer rate using Glia's digital channels. The Glia Virtual Assistant resolved over half of member inquiries, freeing agents for complex issues. Digital communications grew by 62% in two years, showing strong adoption of digital-first 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. Two frontline employees moved to strategic roles, and 14 branches received overflow support from the main call center. Busey improved service, upskilled staff, and exceeded performance targets using Glia's AI platform.
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Glia helped Bank of Guam increase digital interactions by 53%. The bank unified its call center and digital service teams... using the Glia Interaction Platform. This move cut average phone wait times by 30 minutes. Bank of Guam now offers digital-first options, 24/7 chatbot support, and seamless phone service. Employees train faster and manage all channels from one platform. The bank uses live data to improve customer service and accountability.
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Glia Digital helped AmeriCU Credit Union triple digital interactions and boost self-service by 23%. The credit union reduced average handle... time by a third and achieved a 4.75/5 CSAT and 66 NPS. Members now use digital chat, OnScreen voice, and an AI-powered virtual assistant for support. Employees benefit from remote work options and improved training. AmeriCU retains high member satisfaction while expanding digital-first services.
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Glia helped Granite Credit Union open four new branches without hiring more staff. The credit union used Glia's AI platform... to automate routine inquiries and support both English and Spanish-speaking members. This saved 1,400 hours of manual agent work in just four months. Call abandonment rates dropped by 55%, and average handle time fell by 25%. Member satisfaction with digital services reached 4.7 out of 5.
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Glia helped Azura Credit Union cut average phone wait times by 50% and boost digital interactions by 54% in just 30 days. The credit union... unified chat, video, and voice channels, letting members choose how to connect. Abandon rates dropped to 0.65% and service levels reached 92%. Agents now handle more chats at once, raising efficiency. Azura also saw a 40% drop in in-branch wait times after digitizing account and loan processes.
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Glia helped Dover Federal Credit Union cut average handle time by 21% and reduce average wait time by 40%. The credit union... used Glia's digital-first platform to expand video banking and online chat for remote members. Dover Federal consolidated all digital interactions, improving both member and employee experiences. Membership interactions increased by 13% with fewer staff. Dover Federal now delivers seamless, digital-first member service.
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Glia Interaction Platform helped Acadia Federal Credit Union unify digital and phone support. Acadia achieved a 75.3% digital containment rate... and a 4.76 out of 5 CSAT. Members can chat, call, or video with staff, switching channels easily. CoBrowsing made online help simple and safe. Staff now work remotely and train quickly. Acadia kept its personal service while growing digital adoption.
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Glia helped Heritage Federal Credit Union exceed 151% of its annual loan growth target using voice AI. The credit union... doubled its service capacity and handled twice the volume with 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 shift agents from routine tasks to revenue-generating activities, driving a 2.5x increase in loan growth. The solution enabled virtual expansion and deeper member relationships.
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Glia Voice AI helped Service 1st Federal Credit Union boost loan growth by 21% in 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% reduction in wait times. Agents saved 69 hours per week, allowing more focus on member relationships and loan support. Service 1st reinvested these gains into its people, improving both member and agent experiences.
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Glia helped Heartland Credit Union transform its contact center. Heartland used Glia Voice and Glia Digital to improve member experience... and reduce agent overload. The credit union achieved a 97% service level, a 62% drop in abandonment rate, and a 40% reduction in average handle time. Monthly service capacity increased by 42%. Members now enjoy faster, more personal service across chat, video, and phone. Staff are less stressed and more empowered with real-time data and unified tools.
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