Glia Voice: Use-Cases, Insights and Reviews | 2026 Cuspera

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, v...oice, 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 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 onlin...e. 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 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 ro...uting, 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 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 acros...s 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 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 The credit union faced poor member experience due to outdated systems and manual processes.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 Unifie...d 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 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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