Glia CoBrowsing: Use-Cases, Insights and Reviews | 2025 Cuspera

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 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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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-servi...ce 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 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 The credit union faced outdated technology, no call center solution, and manual processes.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 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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