Frankenmuth Credit Union Partners with Glia to Transform Member Interactions

Dan Michaeli

​Glia, the leader in customer interaction technology, today announced a partnership with $1.4 billion-asset Frankenmuth Credit Union (FCU) to unify member interactions across digital channels, voice and AI. By leveraging Glia’s ChannelLess® architecture, the credit union will enhance the member experience, drive efficiencies for agents and managers, and create revenue opportunities.
 
FCU serves over 72,000 members in nearly 30 communities across Michigan. Core to their ‘people helping people’ mission, the credit union was looking for a solution that could enhance interactions for both members and agents. By managing digital customer service, call center and AI on a single, unified platform with Glia, agents are empowered to effortlessly transition member interactions between channels when needed – all without ever losing context or data. Such connectivity enables agents to conduct their jobs with greater efficiency, productivity and confidence while members receive better, more personalized service. Because Glia is seamlessly integrated into CU*Answers, the credit union’s online banking provider, the implementation process is quick and easy.
 
“FCU promises our members that we will always treat them with ‘extra mile’ service, and Glia’s modern technology directly supports that mission regardless of which channel a member chooses to interact with us in,” said Vickie Schmitzer, CEO of FCU. “Glia has a long track record of proven success in understanding credit union’s pain points and effectively addressing them, often exceeding expectations. For example, with Glia we are able to better meet our specific outbound collection needs through sophisticated calling and SMS capabilities, which will continue to improve our collection success. We are confident that Glia will be a strong partner to strengthen agent and member loyalty, both now and in the future.”
 
Glia’s innovative responsible AI capabilities are also expected to significantly impact the agent and member experience for FCU. With Cortex AI, FCU’s agents can leverage automated workflows, such as automated dispositioning, wrap-up surveys, interaction notes, transfer summaries and AI-suggested responses for voice and digital interactions, saving significant time and effort. There are strong benefits for managers as well; Glia’s technology allows managers to uncover critical insights from interactions by simply asking questions in natural language, allowing them to provide more effective, tailored coaching.
 
“Leading institutions like FCU recognize the power of member interactions; they can make or break loyalty and success. That’s why the credit union is embracing the technology and tools necessary to enable effortless interactions across all channels – elevating the experience for members and employees alike,” explained Dan Michaeli, CEO and co-founder of Glia. “We are proud to support FCU as well as hundreds of other financial services companies across the globe as they modernize their contact centers for an always-on world, boosting efficiencies while fostering stronger member relationships.”

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