Glia

“The reaction was very positive from our service staff. Agents have more than 25 systems that they might have to look at for any given interaction to help a member. Between the core banking system, another that runs credit cards, yet another for debit cards and for bill pay, providing support can get complex quickly. Now add in the complexity of separate phone and digital systems across multiple platforms this becomes very challenging. For the agents to be able to manage all interactions on one platform, in one window has dramatically increased efficiency in terms of service and training,”

“The consolidation of vendors and reducing the number of platforms and software tools that our support team uses adds tremendous efficiency, which leads to better service and member experiences. With Glia, the support team is able to interact quicker, through one platform instead of jumping from one window to another,”

““We had a call center vendor, a different chat provider and a different SMS provider. It was super inefficient to manage all those systems to handle the different member communications coming in. We needed a better way to manage that and offer our members a great service experience. Ideally, we wanted to have everything under one umbrella."”

“I'm proud of how we creatively utilized technology to maintain strong support. We've proven that we no longer rely solely on our auto attendant.”

“Managing wait times effectively is a key measure of our success. We differentiate between members waiting on hold and those comfortable with a callback, allowing us to adjust queue priorities hour by hour and ensure more agents are available when needed.”

“I initially saw this as just a new chat feature,” Conboy reflected, “I soon realized it was about creating a seamless, integrated experience. What I truly needed was a comprehensive strategy for member interactions, not just a standalone digital tool.”

“We grew out of what we previously had and needed a solution that was going to help bring us into the future.””

“People want quick and convenient service, not long hold times—but without easy-to-access digital channels, they have no choice but to wait.”

“We realized that employees were experiencing challenges due to frequent transitions between multiple systems, which was leading to longer call times and added frustration..”

“We've kept the same number of reps but are handling far more chat engagements, allowing us to assist more members faster while meeting their expectations.”

“Glia has become the benchmark we use to evaluate other vendors.”

“Glia made it so easy by innovating as fast as we wanted to innovate.”

“The values of Unitus and Glia are deeply aligned. Our missions as companies match and support each other.”

“We are so proud to be the first credit union in the Pacific Northwest to offer a Spanish-language AI agent, named Tely.”

“There's really something special about human connection, and because of Glia, we don't have to lose that.”

“We are able to do every single transaction that you can do in a branch by using digital tools with our remote staff. We do consumer loans, open accounts, provide business loans—all of it. It’s all part of our strategy to let customers bank with us how they like, whether it’s through digital, calling, or visiting a branch. Clearly, digital has become very popular,”

“We were looking for a vendor that would take our Go-To service to the next level and satisfy our vision. The features offered by Glia allowed us to do that. Plus, Glia’s strong relationship with Q2, our online banking platform, enabled a smooth launch and a proven solution,”

“The objective as we implemented Go-To, powered by Glia, was to provide a banking platform that enabled our clients to do pretty much anything they could do in the branch. It also needed to supplement our capabilities through human support. In a nutshell, making banking as easy as possible.”

“Glia’s approach to partnership is unmatched,””

“Glia makes it easy to show our executive team how voice AI is already making us more efficient—even in such a short amount of time,””

“Once we had the numbers from the Impact Study, we were able to quickly make a decision to go with Glia Voice,””

“It's easy to theorize about how AI agents can impact your call center operations,””

“Our containment strategy is always changing. We want members to be able to connect with an agent whenever they need it, but we also always look for new opportunities to contain inquiries with our AI agents,””

“We’ve stood up new user goals in minutes,””

“Glia’s banking-specific AI has been invaluable for us, offering both significant time savings and clear guidance,””