Glia OneChannel: Use-Cases, Insights and Reviews | 2026 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 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 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 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 c...enter 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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