Glia Features
What are the features of Glia?
Communication
- Pop-up Chat
- Notifications
- In-App Messaging
- Co-Browsing
Internal Use
- Customization
- Conversation Archiving
- Lead Development
- Knowledge Base
- Customer Profiles
Administration
- Real Time Assistance
Security
- Data Security
- Data Masking
Glia Categories on G2
Filter for Features
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Based on 20 Glia reviews. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 98% (Based on 20 reviews) | |
Notifications | Delivers notifications to both sides of the conversation. This feature was mentioned in 17 Glia reviews. | 95% (Based on 17 reviews) | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. This feature was mentioned in 13 Glia reviews. | 88% (Based on 13 reviews) | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. This feature was mentioned in 15 Glia reviews. | 93% (Based on 15 reviews) |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 15 Glia reviews. | 88% (Based on 15 reviews) | |
Conversation Archiving | Based on 17 Glia reviews. Archives conversations in a separate location for later reference. | 91% (Based on 17 reviews) | |
Lead Development | As reported in 10 Glia reviews. Enables employees to denote potential customers. | 87% (Based on 10 reviews) | |
Knowledge Base | Based on 13 Glia reviews. Establishes a knowledge base for employee reference during conversations. | 92% (Based on 13 reviews) | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Based on 10 Glia reviews. Allows for the creation of profiles for contacts and customers. | 88% (Based on 10 reviews) |
Text Messaging
Bulk SMS | Enables users to send mass text message campaigns | Not enough data | |
Two-Way Text Messaging | Facilitates two-way text messaging to encourage consumer engagement and loyalty | Not enough data | |
Text Scheduler | Provides the ability to schedule single or bulk text messages to recipients on a specific date and time | Not enough data | |
Automatic Replies | Provides automatic text message replies to recipients | Not enough data | |
Automatic URL Shortening | Provides automatic URL shortening to use less characters via text | Not enough data | |
MMS Marketing | Sends out multimedia via text messages, such as coupons, pictures, and audio | Not enough data | |
Personalization | Offers features for personalizing text messages based on customer information or past behavior | Not enough data | |
Transactional SMS | Allows users to establish automated workflows and triggers to deliver transactional text messages | Not enough data |
Quality Assurance
Evaluation | Provides tools for evaluating customer interactions | Not enough data | |
Calibration | Offers features for maintaining fair and consistent scoring | Not enough data | |
Reports | Generates quality and performance reports | Not enough data |
Engagement
Feedback | Tools for providing personalized feedback and coaching sessions | Not enough data | |
Dashboards | Provides a centralized dashboard for agents to view their scores and feedback | Not enough data |
Performance
Integrations | Integrates with other customer service or CRM software | Not enough data | |
Compliance | Helps ensure customer privacy and data protection | Not enough data |
Channels
Voice | Provides voice call functionality. | Not enough data | |
Social | Provides an interface for one or more social media channels. | Not enough data | |
Web Chat | Includes or integrates with live chat initiaited from the company's web site. | Not enough data | |
Mobile SMS | Accepts contacts initiated through SMS or other mobile text functions. | Not enough data | |
Allows CSRs to receive and answer customer emails. | Not enough data |
Functions
Session Routing | 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. | Not enough data | |
Session Queuing | Callers can be routed to a queue or placed on hold until an agent becomes available. | Not enough data | |
Concurrent Calling | Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | Not enough data | |
Speech Analytics | Provides some level of analytics based on keywords and vocal tones. | Not enough data | |
Auto Dialer | Has auto dialing or predictive dialing functions for outbound use. | Not enough data | |
IVR | Includes an interactive phone menu. | Not enough data | |
Inbound Screen Pop | Populates CSR's screen with available customer data. | Not enough data | |
Persistent Data | Maintains and shares information across channels and agents as the case progresses. | Not enough data |
Administrative
Session Summary Notes | Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | Not enough data | |
Administrator Access | 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. | Not enough data | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | Not enough data | |
Session Recording | Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | Not enough data | |
Agent Scheduling and Assignment | Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | Not enough data | |
Call Recording | Allows supervisors/managers to record and review telephone conversations of agents. | Not enough data | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | Not enough data |
SMS Platform
Reporting | Provides pre-built or customizable performance reports | Not enough data | |
Automation | Automates tasks and features for added convenience | Not enough data | |
White Label | Offers a white labeling service for agencies or resellers to customize platform branding | Not enough data | |
Text-to-Landline | Text enables landline phones so users can receive text messages sent to an existing business number | Not enough data | |
Short Codes | Provides businesses with 5- to 6-digit short codes for running text marketing campaigns | Not enough data | |
API Integration | Facilitates the integration of text messaging into existing business applications through an SMS gateway API | Not enough data |
Administration
Access Control | Provides permssion for access control of user's web browser | Not enough data | |
Web Page Navigation | Allows agents to navigate through web pages by swapping or shifting pages on user's behalf | Not enough data | |
Real Time Assistance | Provides real time assitance across web and mobile 13 reviewers of Glia have provided feedback on this feature. | 97% (Based on 13 reviews) |
Security
Data Security | Based on 11 Glia reviews. Provides high-level security during co-browsing sessions | 92% (Based on 11 reviews) | |
Data Masking | Provides secured masking on sensitive data (i.e. account numbers or passwords) This feature was mentioned in 10 Glia reviews. | 93% (Based on 10 reviews) |
Platform
Omnichannel | Allows inflow of requests through various digital channels such as email, social media, etc. | Not enough data | |
Mobile Access | Allows users to access the software using mobile devices. | Not enough data | |
Queue Management | Provides queue management in case of increase in case/call inflow. | Not enough data | |
Call Routing | Allows distribution of incoming calls to agents. | Not enough data | |
Call Back | Allows users to request a call back. | Not enough data | |
IVR | Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. | Not enough data | |
Automatic Call Distribution | Allows automatic distribution of incoming calls to the agents. | Not enough data |
Workforce Management
Call Monitoring | Allow managers/supervisors to monitor calls for quality assurance purposes. | Not enough data | |
Performance Evaluation | Allows managers/supervisors to evaluate the performance of agents. | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
