Glia has partnered with fintech provider COCC to improve customer service for financial institutions. This collaboration will integrate Glia’s ChannelLess communications platform into COCC’s digital banking services, allowing community banks and credit unions to provide seamless interactions across voice and digital channels.
By streamlining customer interactions, the partnership intends to eliminate common frustrations and improve overall service efficiency. Glia’s technology enables smooth transitions between different communication channels without losing context or data, fostering a more personalised experience for customers.
Ruth Nono, VP of Retail Banking at Financial Resources FCU, one of the early adopters of this integration, stated, “By leveraging Glia through COCC’s digital banking platform, we can now meet members wherever they are and seamlessly transition across all interaction points without any friction, boosting efficiencies and creating a stronger member experience.”
Dan Michaeli, CEO and co-founder at Glia, said: “To compete in the AI era, financial institutions need to deliver the right mix of human and automation across digital and voice customer interactions. Glia’s seamless integration with COCC enables their strong network of financial institutions to leverage our unified interaction technology, helping them succeed in today’s AI-driven, digital-first world.”
The announcement follows Glia’s launch of the “Glia Difference” initiative, which seeks to address the challenges facing contact centres in high-trust industries, including banking and credit unions. Research indicates that over two-thirds of financial services leaders feel current contact centre solutions are inadequate. The initiative aims to tackle these challenges by promoting Glia’s Unified Interaction Management (UIM) platform, designed to enhance customer interactions across both digital and voice channels.