Glia Features

Provides a repository of information that can be used by those seeking support. 14 reviewers of Glia have provided feedback on this feature.

Based on 14 Glia reviews. Makes articles in the knowledge base searchable on the web.

Based on 12 Glia reviews. Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices This feature was mentioned in 11 Glia reviews.

Gives the user targeted, personalized results based on their activity or preferences 11 reviewers of Glia have provided feedback on this feature.

As reported in 14 Glia reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Based on 13 Glia reviews. Automates some or all operation related tasks

As reported in 14 Glia reviews. Utilizes artificial intelligence to improve workflows or customer experiences

As reported in 15 Glia reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. This feature was mentioned in 37 Glia reviews.

Based on 33 Glia reviews. Delivers notifications to both sides of the conversation.

As reported in 19 Glia reviews. Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help. This feature was mentioned in 27 Glia reviews.

Allows agents to join a customer's browser session and navigate through the website with them. 30 reviewers of Glia have provided feedback on this feature.

As reported in 33 Glia reviews. Allows users to customize chat colors, text, logos, and branding.

Based on 30 Glia reviews. Archives conversations in a separate location for later reference.

Based on 23 Glia reviews. Enables employees to denote potential customers.

As reported in 26 Glia reviews. Establishes a knowledge base for employee reference during conversations.

Based on 22 Glia reviews. Provides a central location for help requests, helping employees respond sooner.

Based on 23 Glia reviews. Allows for the creation of profiles for contacts and customers.

Enables users to send mass text message campaigns

Facilitates two-way text messaging to encourage consumer engagement and loyalty

Provides the ability to schedule single or bulk text messages to recipients on a specific date and time

Provides automatic text message replies to recipients

Provides automatic URL shortening to use less characters via text

Sends out multimedia via text messages, such as coupons, pictures, and audio

Offers features for personalizing text messages based on customer information or past behavior

Allows users to establish automated workflows and triggers to deliver transactional text messages

Provides tools for evaluating customer interactions

Offers features for maintaining fair and consistent scoring

Generates quality and performance reports

Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback

Integrates with other customer service or CRM software

Helps ensure customer privacy and data protection

Provides voice call functionality. 15 reviewers of Glia have provided feedback on this feature.

As reported in 13 Glia reviews. Provides an interface for one or more social media channels.

Includes or integrates with live chat initiaited from the company's web site. This feature was mentioned in 17 Glia reviews.

Accepts contacts initiated through SMS or other mobile text functions. This feature was mentioned in 13 Glia reviews.

Allows CSRs to receive and answer customer emails. This feature was mentioned in 14 Glia reviews.

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. This feature was mentioned in 14 Glia reviews.

As reported in 14 Glia reviews. Callers can be routed to a queue or placed on hold until an agent becomes available.

Based on 11 Glia reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

As reported in 10 Glia reviews. Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use. 12 reviewers of Glia have provided feedback on this feature.

Includes an interactive phone menu. 13 reviewers of Glia have provided feedback on this feature.

Based on 13 Glia reviews. Populates CSR's screen with available customer data.

As reported in 13 Glia reviews. Maintains and shares information across channels and agents as the case progresses.

Based on 16 Glia reviews. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. This feature was mentioned in 16 Glia reviews.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. This feature was mentioned in 17 Glia reviews.

As reported in 16 Glia reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. 13 reviewers of Glia have provided feedback on this feature.

Allows supervisors/managers to record and review telephone conversations of agents.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Provides pre-built or customizable performance reports

Automates tasks and features for added convenience

Offers a white labeling service for agencies or resellers to customize platform branding

Text enables landline phones so users can receive text messages sent to an existing business number

Provides businesses with 5- to 6-digit short codes for running text marketing campaigns

Facilitates the integration of text messaging into existing business applications through an SMS gateway API

Provides permssion for access control of user's web browser This feature was mentioned in 20 Glia reviews.

Allows agents to navigate through web pages by swapping or shifting pages on user's behalf 21 reviewers of Glia have provided feedback on this feature.

As reported in 24 Glia reviews. Provides real time assitance across web and mobile

Based on 22 Glia reviews. Provides high-level security during co-browsing sessions

As reported in 21 Glia reviews. Provides secured masking on sensitive data (i.e. account numbers or passwords)

Identifies the customer and personalizes interaction at every touchpoint.

Allows multiple related channels to interact at once to reduce transfers.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support.

Can route contacts to agents the customer has worked with before.

Provides features for escalating conversations to the appropriate agent.

Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent.

Allows inflow of requests through various digital channels such as email, social media, etc.

Allows users to access the software using mobile devices.

Provides queue management in case of increase in case/call inflow.

Allows distribution of incoming calls to agents.

Allows users to request a call back.

Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.

Allows automatic distribution of incoming calls to the agents.

Allow managers/supervisors to monitor calls for quality assurance purposes.

Allows managers/supervisors to evaluate the performance of agents.

Is able to process inquiries submitted by text data from live chat, email, or SMS

Comprehends human speech and can transcribe it to text for processing

The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

The platform is able to automatically determine how to resolve help tickets without assistance by human agents

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence

When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to

Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents.

The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses

Multilingual capabilities allow the AI to process inquiries from many languages

The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Allows users to generate text based on a text prompt. This feature was mentioned in 14 Glia reviews.

Condenses long documents or text into a brief summary. 15 reviewers of Glia have provided feedback on this feature.

Simulates human-like speech from text inputs. This feature was mentioned in 13 Glia reviews.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Simulates human-like speech from text inputs.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Allows the AI agent to autonomously resolve customer queries without human intervention.

Enables the AI agent to provide accurate answers based on the context of customer inquiries.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.

Provides users the ability to interact with the AI agent in multiple languages for global support.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately.

Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting