What stands out most to me is the people and the partnership. While our bank currently uses only a small portion of Glia's overall capabilities, every interaction has been positive. From the initial implementation and training through ongoing support, the Glia team has consistently been responsive, knowledgeable, and easy to work with.

I recently attended the Catalyst event and had the opportunity to meet many Glia employees in person. The experience reinforced my impression of the organization. The team was well-informed, approachable, and genuinely interested in understanding and supporting the needs of our bank. Even as a customer using only a fraction of the platform, we've always felt valued and well supported.

Overall, Glia has been a great partner, not just a technology provider. Review collected by and hosted on G2.com.

Nothing significant comes to mind. If anything, the biggest challenge is finding the time and resources to fully explore and implement the many capabilities Glia offers. We currently use only a small portion of the platform, and there are likely additional opportunities we have not yet been able to pursue. Fortunately, the Glia team has been a great partner in helping us understand those possibilities. Review collected by and hosted on G2.com.

What stands out most about Glia is how it bridges the gap between digital self-service and human assistance. Rather than forcing members to start over when they need help, Glia enables a seamless transition from digital channels to live support while maintaining context throughout the interaction. Features such as CoBrowsing, messaging, voice, and intelligent routing help agents resolve issues more efficiently and create a more connected experience.

From a leadership perspective, Glia has enabled us to modernize member engagement while improving operational efficiency. The platform provides the tools needed to meet members where they are, reduce friction in the service journey, and support agents with a more streamlined workflow. The result is a better experience for both members and employees. Review collected by and hosted on G2.com.

As with most enterprise platforms, balancing flexibility with simplicity can be challenging. Glia offers extensive functionality, but some advanced configurations and reporting use cases can be complex to implement. Continued improvements to self-service administration, analytics customization, and out-of-the-box reporting would make it even easier for organizations to maximize value from the platform. Review collected by and hosted on G2.com.

I appreciate the chat feature Glia provides as it allows our team to communicate with members in a timely manner. I have been impressed with the support Glia has offered from the start, being a hands-on company that backs their product with continued knowledge and support. They are always there to assist if needed and are constantly making upgrades. The follow assistance for online banking made our transition to a new online banking platform go beyond smoothly. The set-up was a process, but we had great support along the way. Review collected by and hosted on G2.com.

We are impressed with Gila, haven't came across anything we aren't impressed with. Review collected by and hosted on G2.com.

I like being able to customize with different business rules and customize the bot responses. It's really easy to set up in the first place due to Glia being built off of user goals, which makes configuration straightforward. I appreciate the Glia hub and the reporting, which allows everything to be managed in one spot. Setting up business rules, changing settings, having an audit log, and viewing reporting is super easy to use. The content management system is also easy to use, and having a dedicated launch manager helped us get quickly launched and configured. Review collected by and hosted on G2.com.

Some customization elements around how the bubble appears and being able to dismiss it when it's not needed for customers are problematic. I struggle with really understanding how the bot triggers off of some things, and exporting chat responses in the CMS is difficult for me. Review collected by and hosted on G2.com.

Glia is always looking for solutions that support their client's ROI goals and helps them succeed by offering innovative solutions. Their AI features are very competitive with their peers and offer reasonable pricing. Review collected by and hosted on G2.com.

There is nothing that comes to mind. I've always had positive experiences. Review collected by and hosted on G2.com.

I love Glia's high-quality technology and its better and easier-to-use recording and analytics functions compared to other options we considered. The setup process was really easy and seamless, which I enjoyed. The AI cortex wrap-up summary has been huge for saving time on documentation, particularly useful for team members with special needs. The automated summaries are a favorite feature, and I'm excited about potentially assisting operators with AI agents. The insights and capabilities it offers as a manager to review team activities easily without manually searching is a significant benefit. Review collected by and hosted on G2.com.

I find that the current functionality is limited by the inability to set a follow-up flag or function on calls. This is currently only available for chat and SMS, which limits efficiency when dealing with complex customer issues such as policy cancellations and reinstatements. These typically require multiple interactions across different departments and having a flagging system would streamline this process and improve follow-up capabilities. Review collected by and hosted on G2.com.

I love Glia's seamless process for switching between voice, video, and chat, making our communication channels efficient. The excellent customer service, with personalized attention and regular follow-ups, significantly supports our daily activities. Setup was straightforward, thanks to the helpful guidance from Glia's team. Additionally, Glia offers features like enhanced security for wire transfers and assistance for power of attorney scenarios, which we couldn't do before, increasing our capabilities. Review collected by and hosted on G2.com.

I find it challenging that we cannot choose one media type at a time without being available for all media types. This limitation in selecting specific media types adds to our struggles, as it forces us to be available across all types when, at times, we only want to use one specific mode, like video. Review collected by and hosted on G2.com.

I appreciate how easily Glia integrates our chat and phone calls into the same system, simplifying interactions and ensuring smooth operations. The tool has been instrumental in sorting out our holiday hours, eliminating accidental calls and enhancing our workflow. Additionally, the seamless member experience and efficient routing to the right representative are particularly beneficial. I also loved the Cortex AI for its ability to live transcribe, which was incredibly useful to me. Review collected by and hosted on G2.com.

{"I find importing phone numbers challenging, which complicates setting up the call center.","I'm frustrated with the dual handling of chat and phone calls before integration, which was not a pleasant experience for representatives.","I would appreciate having more detailed reporting options to better benefit from the service.","I wish there was a visual representation for call routing and IVR setup, as it would aid in real-time configurations and understanding setups better."} Review collected by and hosted on G2.com.

I appreciate that Glia offers 24/7 availability, which ensures our members can access self-help options even outside of regular support hours. This feature significantly benefits us in maintaining continuous service. The digital virtual assistant for chat is highly valuable, displaying a strong usage rate among our members. The setup process was smooth, allowing me to efficiently gain the necessary skills to become an administrator with minimal effort. Our members have adapted well to our chat methods via Glia, which is crucial for our operations. Review collected by and hosted on G2.com.

I am concerned about the sensitivity of the voice AI to ambient noise, which often leads to errors and frustration among our members. Additionally, some user goals trigger errors, further complicating user interaction. Review collected by and hosted on G2.com.

I appreciate Glia for its seamless and easy-to-use interface, which facilitates smooth operations as we move forward. It allows me to harness growth potential. The effortless setup with the help of engagement specialists was commendable, making the onboarding process stress-free. Glia's CRM capabilities, enabling fast data querying, are highly valuable for my work. The engagement sentiment analysis and agent wrap up surveys add significant value to our operations. The AI Assist feature and partnerships are particularly useful. The overall ease of use, clear return on investment, and supportive team are factors that make Glia a preferred choice for repurchase. Review collected by and hosted on G2.com.

The meeting cadence is something I would like to change about Glia. Review collected by and hosted on G2.com.