Glia Survey Finds 69% of Leaders Are Dissatisfied With Current Contact Center Technology

Dan Michaeli

​Glia, the leader in customer interaction technology for high-trust sectors, today announced the findings of a new industry survey, shedding light on the evolving challenges and opportunities facing today’s contact center teams across banking, credit unions, insurance and more. 
 
The original research reveals an industry hungry to move past traditional Contact Center as a Service (CCaaS) technology. Unveiled as the “Glia Difference,” the initiative showcases how Glia’s Unified Interaction Management (UIM) platform is transforming customer experiences and solving the biggest pain points across digital and voice interactions today. 
 
Based on responses from leaders and executives in banking, credit unions and insurance, the survey finds that:

1. More than two-thirds (69%) feel contact center technology isn’t meeting expectations.
2. Nearly one-third (31%) rank long hold times and unresolved calls as top frustrations.
3. 93% are evaluating new technology solutions, while only 5% love their current call center technology.
4. 91% see customer experience as the starting point for AI, yet uncertainty persists around implementation.
5. Over 50% face staffing challenges and high turnover.

 
“Industrywide, isolated customer interactions and siloed data are creating major pain and frustration. Clearly, legacy contact center technology, including CCaaS, is failing to keep up with today’s customer expectations and the needs of those who work with contact centers — agents, managers and executives,” said Dan Michaeli, CEO and co-founder of Glia. “Glia offers the industry a next-gen, AI-ready platform that is built, priced and delivered differently than legacy contact center technology. It’s why our customers feel an immediate impact — and breathe a sigh of relief — when they partner with Glia.”
 
The Glia Difference is built on three core elements: a visionary ChannelLess® philosophy and approach to voice and digital interactions that ushers contact centers into the AI era, customer-first pricing options with unlimited seats and minutes, and an emphasis on security and compliance for high-trust sectors. Already, customers that have upgraded from legacy contact center technology have benefited from the Glia Difference, driving efficiencies and improving the customer experience at the same time: 

• Reduced Handle Times and Increased Efficiency: Granite Credit Union launched Glia’s Manager and Agent AI tools to streamline call center operations, resulting in 1,400 hours of manual agent work saved and a 25% decrease in average handle times, all while maintaining a 4.7 out of 5 digital member satisfaction rate.
• Expanded Self-Service Options Through AI and Automation: Silver State Schools Credit Union harnessed Glia’s phone virtual assistants to handle routine member interactions without live support, resulting in a two-minute reduction in average handle time, an estimated $41,600 in cost savings per month and a 59% reduction in average wait time.
• Increased Customer Engagement and Retention: Listerhill Credit Union improved member engagement with self-service options to convert more online loan applications, increasing mortgage lending by $2 million with a conversion rate of 12% (compared to the industry average of 3%), all while maintaining a 4.75 out of 5 customer satisfaction score.

 
Harnessing UIM for all digital and voice customer interactions, Glia breaks the mold of traditional contact center technology. Specifically, the Glia Difference comprises six attributes:

1. ChannelLess® Architecture: While 69% feel contact center technology isn’t meeting expectations, Glia’s ChannelLess® architecture unifies all interactions — voice and digital — for seamless, personalized and effortless experiences. 
2. AI for All™: With 91% seeing customer experience as an AI priority, uncertainty persists around implementation. Glia’s AI for All™ streamlines workflows by empowering all contact center stakeholders: customers get fast answers wherever and however they prefer to interact, agents enjoy AI-assisted tools to make their jobs easier, and managers and executives receive lightning-fast contact center reporting and insights at their fingertips. 
3. Priceless Pricing™: While legacy vendors often burden buyers with seat- and minute-based fees, complex contracts and hidden costs, Glia’s Priceless Pricing™ and packaging rewards efficiency and eliminates nickel-and-diming.
4. Purpose-Built for High-Trust Businesses: Financial institutions can’t afford to gamble when it comes to minimizing risk, which is why Glia is designed to meet the security and compliance requirements critical to high-trust sectors.
5. Wrote the Book on Digital Interactions: When legacy vendors treat digital as an afterthought, institutions must patch together disconnected systems, leading to inconsistent digital experiences. Glia leads the industry in digital customer service, delivering rich, modern digital interactions alongside traditional voice channels.
6. Uncommonly Great Partner: While only 5% love their current technology and 93% are evaluating new solutions soon, Glia’s high Net Promoter Score of 73, compared to the industry average of 18, underscores the company’s status as a trusted, customer-centric partner.

 
“Today’s customers in high-trust environments demand seamless, effortless experiences — interactions like those powered by Glia every day,” Michaeli said. “From optimizing efficiency to reducing costs to scaling operations, Glia streamlines workflows across digital and voice channels, reducing manual inefficiencies and delivering personalized interactions that drive trusted customer relationships. With the Glia Difference, leaders can transform customer service from a source of business friction to a source of business velocity.”
 
Additional information on the Glia Difference in action will be shared during the company’s free, public webinar “Answering the Call: Heartland Credit Union’s Digital Transformation,” to be held Wednesday, Jan. 29, at 2 p.m. EST. A conversation with Heartland’s VP of Digital Strategy, the webinar will unpack the company’s journey to a more modern, efficient, AI-ready contact center. 

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