# Glia Reviews **Vendor:** Glia **Category:** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) **Average Rating:** 4.8/5.0 **Total Reviews:** 87 ## About Glia Glia is the No. 1 platform for intelligent banking interactions, providing an AI workforce purpose-built for the banking industry — and the only one with a zero-hallucination and prompt injection guarantee for customer and member AI. Trusted by over 700 financial institutions, Glia’s ChannelLess® architecture eliminates the friction of traditional support by unifying voice, digital and AI into a single efficient foundation. With 1,000+ pre-built banking goals and seamless human-to-AI handoffs, we help institutions slash operational costs and abandonment rates while accelerating growth in loans and deposits. Our mission is to help build thriving communities, ensuring that every banking interaction — AI or human — builds lasting trust and measurable value. Learn more at glia.com. ## Glia Pros & Cons **What users like:** - Users commend Glia's **exceptional customer support** , always available and extremely helpful during implementation and beyond. (38 reviews) - Users value the **ease of use and helpful customer support** that Glia provides, enhancing their overall experience. (38 reviews) - Users commend the **ease of use** of Glia, appreciating its intuitive interface and helpful customer support. (37 reviews) - Users commend Glia for its **efficiency** , streamlining member interactions and enhancing overall service delivery. (23 reviews) - Users value Glia for its **innovative features** and excellent support, enhancing both member and employee experiences. (23 reviews) - Reliability (19 reviews) - Users value Glia for its **unified customer engagement** , enhancing member support and streamlining digital interactions seamlessly. (17 reviews) - Easy Setup (16 reviews) - Customer Satisfaction (15 reviews) - Innovation (14 reviews) **What users dislike:** - Users desire **missing features** in Glia, including better reporting and visual aids for call routing and agent refinement. (13 reviews) - Users find **integration issues** challenging, as Glia lacks robust support for additional third-party systems. (8 reviews) - Users desire **more features** in Glia to enhance transparency and streamline overall functionality during interactions. (7 reviews) - Users report **poor customer support** , describing generic responses and challenges in resolving technical issues effectively. (7 reviews) - Users feel that **reporting features need significant improvements** , including better scheduling and data integrity. (7 reviews) - Users find the **limited customization options** frustrating, restricting their ability to tailor the service to their needs. (6 reviews) - Inadequate Reporting (5 reviews) - Lack of Clarity (5 reviews) - Lack of Integrations (5 reviews) - Limited Functionality (5 reviews) ## Glia Reviews ### 1. Effortless Setup, Streamlined Customer Support **Rating:** 3.5/5.0 stars **Reviewed by:** Hunter M. | Assistant Product Manager **Reviewed Date:** February 06, 2026 **What do you like best about Glia?** I like Glia because it's easy to set up and use. I can quickly enter into the systems and tailor user goals for my customers to really make it my own. All that stuff is managed within and by the Glia team, making it easy to deploy and change on the fly. The initial setup was really good and fast with a great launch manager that helped introduce the product smoothly into our environment. **What do you dislike about Glia?** I wish I could see more under the hood of what's going on with the Glia virtual assistant. Being able to really see what is triggering some responses, rather than just trusting what the bot is understanding, would be helpful. Sometimes it's like flying by faith and not really getting down to the nitty gritty, which might be helpful when dealing with some customers' issues. **What problems is Glia solving and how is that benefiting you?** I use Glia to manage inbound requests from our online banking, letting us quickly answer simple questions without human help, reducing response times for frequent inquiries. **Official Response from Taylor Andrews:** > Thank you for your feedback, Hunter! It's great to hear Glia is easy to set up and reducing response times for frequent inquiries. ### 2. Seamless Setup, Enhances Workflow Significantly **Rating:** 5.0/5.0 stars **Reviewed by:** Kimberly B. **Reviewed Date:** October 15, 2025 **What do you like best about Glia?** 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. **What do you dislike about Glia?** 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. **What problems is Glia solving and how is that benefiting you?** Glia streamlines our customer service with automated chat filtering and call distribution, ensuring a balanced workload. The AI cortex wrap-up drastically cuts documentation time, aiding team members with typing challenges. It's transformative for efficient workflow and documentation. ### 3. Seamless Channel Switching, Unmatched Support **Rating:** 5.0/5.0 stars **Reviewed by:** Silvio E. **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** 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. **What do you dislike about Glia?** 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. **What problems is Glia solving and how is that benefiting you?** Glia enhances my contact center's capabilities by enabling phone tasks we couldn't do before, like added security for wire transfers and assisting with power of attorney cases, while offering seamless media switching. ### 4. Seamless Integration, Highly Recommended **Rating:** 5.0/5.0 stars **Reviewed by:** Luart T. | Call Center Manager **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** 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. **What do you dislike about Glia?** {"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."} **What problems is Glia solving and how is that benefiting you?** Glia resolved our holiday hour call issues and integrates chat and calls seamlessly, improving member experience and simplifying routing. ### 5. Seamless Transition, Empowered Growth **Rating:** 4.0/5.0 stars **Reviewed by:** Fermin P. | Assistant Vice President Contact Center & E-Branch **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** 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. **What do you dislike about Glia?** The meeting cadence is something I would like to change about Glia. **What problems is Glia solving and how is that benefiting you?** Glia streamlines data access and analysis, acting as a CRM hub. It enhances engagement analysis and simplifies agent reviews, providing seamless management, easy integration, and supporting growth potential. ### 6. Seamless Chat Integration with 24/7 Availability, But AI Needs Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Peter V. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** 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. **What do you dislike about Glia?** 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. **What problems is Glia solving and how is that benefiting you?** Glia provides 24/7 availability, enhancing member self-help options when support is unavailable, and offers in-depth reporting for better call center metrics analysis. ### 7. We keep adding more and more features! **Rating:** 5.0/5.0 stars **Reviewed by:** Sean L. | VP of Development and Contact Center Ops., Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Glia?** We started using Glia as a chat provider several years ago. Then we expanded by adding their Virtual Assistant both on our public facing site and our Online Banking & Mobile App. We've now just added their Voice solution to handle our IVR and entire Contact Center team. The functionality of everything is amazing. The support through the implementations of the different features was great. Our ongoing support has also been phenomenal! **What do you dislike about Glia?** There really haven't been any. I would have said the reporting available is lacking, but that's gotten so much better and you'll have no problem finding what you're looking for. **What problems is Glia solving and how is that benefiting you?** Glia has made my contact center much more efficient. I can streamline engagements from all avenues (chat, phone, and video) so that I can actually staff to meet needs. Additionally, the quality control process has gotten so much easier for my management team. They can review calls in a fraction of the time it used to take. ### 8. Glia: FI's New Best Friend **Rating:** 5.0/5.0 stars **Reviewed by:** Court K. | Digital Banking Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2025 **What do you like best about Glia?** Glia is not only a game changer in the Digital World, but it gives our client the control to interact with us how THEY want - chat, audio, or video! I LOVE that my team can co-browse and see what the client is seeing, real time! In addition, my team can co-browse and can use their curser to point out navigation menu items or links to the clients. For Management, there are no more manual reports! Glia has a robust reporting system, and I can generate my daily, weekly, and monthly reports right from their platform. We utilize Glia every day to chat with our clients. Our implementation was the fastest implementation for any banking project I have been a part of, and I have been in banking for almost 20 years. Our Glia partner is STILL available, and continues to support our strategy, as well as offers suggestions for process improvement. **What do you dislike about Glia?** If a client leaves a chat, it would be nice if there was a noise or an indicator to the specialist knows the client left. **What problems is Glia solving and how is that benefiting you?** Glia is putting our clients in control how they chat with us - chat, audio, video. By utilizing call visualizer, we can see what our clients are seeing in real time. It eliminates the "what are you seeing?" We can quickly troubleshoot issues and concerns and provide our clients with resolution. With co-browsing, we can point to a link or navigation menu item, and the client can follow along. As we add more specialists to the team, we are handling more and more engagements, taking some of the volume and pressure off our call center. ### 9. Elevate your call center experience with Glia! **Rating:** 5.0/5.0 stars **Reviewed by:** Erika D. | Call Center Management Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2025 **What do you like best about Glia?** We couldn’t be happier with our experience using Glia! From the start, it has made a huge difference in streamlining our call center operations. The platform is not only powerful and reliable, but also incredibly user-friendly, which has made training and day-to-day use very easy! One of the standout aspects of working with Glia is the exceptional support we receive. A special shout out to our Customer Success Manager John Chun, who has been an absolute rockstar. He’s always available, responsive, and goes the extra mile to ensure everything runs smoothly for us. Knowing we can count on that level of support really gives us peace of mind. Glia has truly helped us elevate our customer experience and improve efficiency! If you're looking for a modern, intuitive, and well-supported platform to enhance your call center operations, look no further! **What do you dislike about Glia?** As a French-Canadian financial institution with branches in the US, the only downside we've noticed is that Cortex AI isn't available in French, at least not yet. We're hopeful that it will be in the future! **What problems is Glia solving and how is that benefiting you?** Manage efficiently our incoming calls. ### 10. Seamless Transition and Implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Tyler Y. | Consumer Banking Director, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2025 **What do you like best about Glia?** The Glia Team is what we enjoy most. They are incredibly knowledgeable, genuinely kind, and purposeful in their work. The software is clean, concise, and easy-to-use. The strategy is innovative and intentional. And it's that combination that has set up for long-term success in engaging with our members through seamless communication! **What do you dislike about Glia?** We are still working to incorporate Glia on a macro level within our organization. There are certainly efficiencies to be gained in how we communicate today, but incorporating Glia into other software used in other departments has been a challenge. **What problems is Glia solving and how is that benefiting you?** Our Virtual Assistant is already showing promise in the first few days post go-live. We are working to provide support for our members but also working to provide the tools & resources our members need to self-serve. Scarlet is helping us achieve that through handling the initial member engagement and by offering self-service options. ### 11. Driving Efficiency and Collaboration with a Modern Phone System **Rating:** 5.0/5.0 stars **Reviewed by:** Johnnie F. | Vice President of Delivery Channels, Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2025 **What do you like best about Glia?** Working with Glia has been a consistently valuable experience, as they serve not only as a technology provider but as a trusted partner offering strategic industry insights and trend analysis. Their platform supports seamless omni-channel communication and real-time collaboration, enabling us to engage members more effectively across all touchpoints. The intuitive, user-friendly interface allows for rapid configuration and efficient change management, reducing operational friction. Glia’s commitment to innovation and partnership significantly enhances our ability to deliver high-quality, responsive service. **What do you dislike about Glia?** One area with room for improvement is the lack of a traditional call center status view. Currently, all contact center agents select the audio function, which can also activate chat, making it more challenging to track engagement accurately. This setup may lead to inconsistencies, as agents can appear highly available even when actively handling interactions. Enhancing visibility into real-time agent status would further strengthen an already robust platform. **What problems is Glia solving and how is that benefiting you?** Providing our members with new ways to interact with out Credit union. ### 12. ChannelLess Architecture WILL Revolutionize Your DCS **Rating:** 5.0/5.0 stars **Reviewed by:** Alyxandra L. | Digital Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2025 **What do you like best about Glia?** By far, the partnership. Bringing Glia into our tech stack wasn’t just signing with another vendor, it’s as though we’ve met our CCaaS soulmate. Glia gets what we say when we talk about improving the member and employee experiences, takes our feedback to heart, and strives to make our CX dreams a reality. **What do you dislike about Glia?** The only thing you’ll dislike surrounding your relationship with Glia, is yourself- for not having made the switch sooner. **What problems is Glia solving and how is that benefiting you?** We were an organization dragging our operators and members through an outdated, sometimes painful experience when attempting to access our services digitally. We were tired of forcing our members into the limited channels we had and still ending up with both our teams and our members banging their heads against a wall. Our members couldn’t rely on intuitive, widely accessible assistance from our agents- and, our agents had to bend over backwards and jump through hoops to get all of the information necessary to not only service the member due to legacy systems that just didn’t complement eachother. We needed an overhaul to empower our management, our agents, and our members to embrace digital service with minimal lift and a strong ROI. ### 13. Glia - nothing short of amazing **Rating:** 5.0/5.0 stars **Reviewed by:** nick d. | Member Resource Center Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 05, 2024 **What do you like best about Glia?** Im not sure where to start. I have been in call centers for most of my professional life and no matter the type of orginization, the tools have always been lacking. Glia is quite the opposite. From the tons and tons of features that make you and your teams life easier to the small amount of training it takes to master the platform - I dont think anyone will find complaints. Their customer support team responds faster than most other teams we lean on. The lift to implement is as seamless as you can think. I absolutely love Glia. **What do you dislike about Glia?** I dont think there is a thing I dislike about Glia. It integrates with almost any vendor you have and they have a 99.99% uptime. **What problems is Glia solving and how is that benefiting you?** Glia is solving so many problems its hard to list them all so I will speak on two things. My teams life has been made so much easier and once we are able to leverage all Glia has to offer, it will get even easier. Their lives being made easy translates into their happiness which translates into the best member experience we could offer. Secondly, Glia is solving for our abandonment rate and service level issues. Before Glia, we had a large team struggling to meet our KPI's but now, we are worlds ahead of where we were. Like I said above, its only going to get better. ### 14. Efficient and User-Friendly Chatbot Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Tracy H. | Digital Experience Systems Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about Glia?** I appreciate how Glia helps us deliver unified experience across our digital platforms, making it easier for all of our members to get the help that they need when they need it and how they need it. The overall experience is impressive, particularly due to the diverse range of features and benefits that the system provides. As a Glia administrator and frequent Glia user, I find the platform intuitive, and integrating the GVA was straightforward. The process did take some time, but the dedication and effort invested in developing the bot was well worth it. Moreover, Glia’s customer support team consistently responds promptly to our inquiries, making the implementation process easier for all of our staff. **What do you dislike about Glia?** One challenge I face is the Glia reference guide. There is an overwhelming amount of information available, which sometimes makes it confusing to determine the best search approach. Often, I encounter multiple articles on the same topic, and I don't always find the specific answer I need. When this happens, I submit a ticket to Glia support seeking guidance in the right direction and they are always quick to respond. **What problems is Glia solving and how is that benefiting you?** Glia delivers around -the-clock support on the platforms our members prefer. We provide chat, audio, and video options across desktop, online banking, and mobile platforms, ensuring that every member can connect in the way that best meets their needs. ### 15. Glia has made engagements with our members and customers easier and effortless **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2025 **What do you like best about Glia?** State of the art tech. Easy to use. Excellent R&D. Glia is always striving to enhance their already great platform and to expand their platform offerings. Response time for assistance is excellent. Our assigned CSM is a superstar. Everyone from every department over at Glia we have worked with has been great. I am not only our main admin/super user in Glia, but I have to help out my team as a user/operator quite often. So, I get to work with a lot of aspects of the platform and highly recommend Glia and keep recommending Glia to other Credit Unions when given the chance. **What do you dislike about Glia?** I do wish we could have a log in for us to be able to mirror the reporting live tab onto a display for the contact center agents to be able to see what the manager side sees (average handle time, service levels, abandonment rate, etc). Other contact center platforms I have used have allowed the company a log in to be able to display the live stats to the contact center on monitors throughout the contact center area. **What problems is Glia solving and how is that benefiting you?** With Glia we can roll all incoming engagements from our 2 companies into one queue for our Member Services/Customer Services department to handle. It has freed up the confusion and need to have one platform for chatting on our website and within OLB, one platform for texting, one platform for co-browsing and screen sharing, one platform for video and one platform for calls. Glia allows us to offer to our members all types of different communication choices so our members can engage with us the way they want to. ### 16. Proactive Development and Excellent Customer Service, Now with More Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Bry R. | Operations Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** They are always in front of what we are requesting for them to develop. By the time we ask for something we want, they already have it on their roadmap. This and their customer service. **What do you dislike about Glia?** It used to be their lack of integrations, but today they have integrations with a lot of people. **What problems is Glia solving and how is that benefiting you?** They are solving how we use AI. Instead of us worrying about how to use it or which services to use, they are blazing the trail and making it easy. ### 17. Great Voice Assistant, No Complaints Yet **Rating:** 5.0/5.0 stars **Reviewed by:** Abbas A. | Manager contact center, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Glia?** Voice assistant. We presently use Chat only, however, looking at the demos for voice, the voice assistant has shown the potential to solve a lot of our issues and help the members with ease. **What do you dislike about Glia?** Nothing so far. The product that we currently use is working as intended, and is liked by both our members and agents. **What problems is Glia solving and how is that benefiting you?** Helping members using Chat. Containing them in chat to start with, using co browsing, and transferring to calls, if needed, with a seamless transition. ### 18. Excellent Support and Quick Issue Resolution with Glia **Rating:** 5.0/5.0 stars **Reviewed by:** Rachel W. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** The Glia team is extremely responsive and helpful. On the rare occasion that an issue arises, it is resolved quickly and efficiently. **What do you dislike about Glia?** Honestly there isn't really a anything I dont like about Glia. **What problems is Glia solving and how is that benefiting you?** Glia has helped address the issue of our agents feeling overwhelmed in the call center by providing tools that ease their workload. As a result, we've also been able to give them more time to truly concentrate on the calls they are handling. ### 19. Streamlined Setup with Efficient Performance **Rating:** 5.0/5.0 stars **Reviewed by:** Tonya K. **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** I appreciate how straightforward the setup process was with Glia, thanks to the supportive project team, making it simple to get started. The service efficiently handles common customer inquiries, providing around-the-clock access and improving our containment rates, while also freeing up our agents' time for more quality interactions. **What do you dislike about Glia?** na **What problems is Glia solving and how is that benefiting you?** Glia efficiently handles common customer inquiries, improving containment rates and offering 24/7 access. It allows my team to focus on quality customer calls, enhancing overall efficiency. ### 20. Streamlined Communication with Glia, but Limited Customization for Lightning Messages **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** We use Glia for Audio, Video, Phone (Non-intergrated) , chat and GVA. What I like best about it is that having all of our communications in one platform allows us to have a streamlined experience for our members and staff. **What do you dislike about Glia?** The only thing that we dislike at this time is that when you're in an engagement, there is lightning messages. They are pre-built and can't be customized to our institutions preference. **What problems is Glia solving and how is that benefiting you?** With Glia, we've managed to close the communication gaps that existed both during and after business hours. It allows us to engage with our members in a modern, digital way, which is essential as digital communication represents the future. ### 21. Excellent Support and Innovation! **Rating:** 4.0/5.0 stars **Reviewed by:** Percival C. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** The Glia TAM team and support have been excellent. The product functions as expected, with very little downtime. Glia stands out for its innovation and its constant drive to overcome challenges. **What do you dislike about Glia?** I would appreciate it if Glia could expand its support to include additional third-party integrations, even for those that are not reseller products. **What problems is Glia solving and how is that benefiting you?** The channel-less communication really streamlines things, making it easier to manage headcount and improve overall efficiency. ### 22. Impressed by Exec AI Features **Rating:** 5.0/5.0 stars **Reviewed by:** Anastasia K. | Virtual Experience Partner, Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** The exec AI features to analyze the chats and engagements from a high level to a granular level. **What do you dislike about Glia?** There's nothing I dislike about Glia. There's a massive amount of resources to learn anything you want to know. **What problems is Glia solving and how is that benefiting you?** The service offers 24/7 support in both English and Spanish, making it accessible to a wider audience. I appreciate how it meets members where they are, providing opportunities for self-service and self-education. ### 23. Quick, Responsive Support—No Complaints About Glia Itself **Rating:** 5.0/5.0 stars **Reviewed by:** Megan M. | Digital Services Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** I love how quick and responsive they are to any issues or feedback. **What do you dislike about Glia?** I have no dislikes about Glia. The only thing I dislike is how much staff don’t want to use it. However, this has nothing to do with Glia specifically. **What problems is Glia solving and how is that benefiting you?** I love that Glia is integrating the ability to upload documents to help find answers to members problems quickly. ### 24. Great Team and Screenshare, But Reporting Needs Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** John F. | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Glia?** The people at GLIA are amazing. I have never had a bad experience with someone at the company. Screenshare has always been a game changer for our users. **What do you dislike about Glia?** Reporting could use an overhaul, allow scheduling and ensure data integrity between reports. **What problems is Glia solving and how is that benefiting you?** AI use cases are amazing and GLIA is doing well to roll them out. ### 25. Great Features for Contact Centers, But Needs More Customization **Rating:** 4.0/5.0 stars **Reviewed by:** Veronica B. | Sr Contact CEnter Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Glia?** All of the features that allow our contact center to best serve our membership **What do you dislike about Glia?** THe lack of customizable settings to ensure that each queue is set up the way i want itKal **What problems is Glia solving and how is that benefiting you?** It is taking some of the low level mundane calls away from my agents and allowing them to focus on higher priority calls ### 26. Impressed by Ongoing Innovations and Upgrades **Rating:** 5.0/5.0 stars **Reviewed by:** Isho E. | Virtual Branch Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Glia?** The constant innovations and upgrades being made to an amazing system. **What do you dislike about Glia?** There is not really anything to think of. It is easy to pick at something and say thats not good. If you really think about it, is it really bad? **What problems is Glia solving and how is that benefiting you?** The need for our highly skilled agents to answer very simple quesrtions. ### 27. Exceptional Organization **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 23, 2025 **What do you like best about Glia?** What I appreciate most about Glia is the team's exceptional organization and preparedness. Every meeting is productive because they come ready with valuable insights and always have thoughtful answers to every question. Their professionalism and clarity make collaboration seamless and effective." **What do you dislike about Glia?** So far, I don’t really have anything I dislike about Glia. My experience has been positive overall. **What problems is Glia solving and how is that benefiting you?** Glia has significantly improved our call center productivity. Our users are now engaging more through chat than ever before, which has helped streamline support and reduce call volume. One of the standout features is co-browsing—our agents can now visually guide users in real time, making it much easier and faster to resolve issues. Overall, Glia has enhanced both our efficiency and the user experience." ### 28. Great UI and Accurate AI Call Transcription **Rating:** 5.0/5.0 stars **Reviewed by:** Steven T. | Senior Vice President | Retail Experience Support Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** The user interface and the AI transcription of completed calls. **What do you dislike about Glia?** Nothing! Everything is great! The help from Omar at the GLIA Village was unprecedented. **What problems is Glia solving and how is that benefiting you?** Expediency of our call center agents. They no longer have to type recap reviews of their calls because GLIA AI generates this for us. ### 29. User-Friendly System, But Lacks Granularity Without Extra Cost **Rating:** 5.0/5.0 stars **Reviewed by:** Keisha R. | Senior Digital Systems Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Glia?** Easy system to navigate and use. Love the hlep section as well. **What do you dislike about Glia?** Not as granular as we would like to see with out paying lots of extra money. **What problems is Glia solving and how is that benefiting you?** Having the ability to assist members through a variety of interactions, all within a single platform, is very convenient. ### 30. Glia Sets the Standard for Innovation in the Industry **Rating:** 5.0/5.0 stars **Reviewed by:** Megan S. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** I love the leading innovation coming from Glia. The trailblazer example for other vendors in our industry. **What do you dislike about Glia?** I don't have anything I dislike about Glia **What problems is Glia solving and how is that benefiting you?** Glia supports our members through chat solution, both human and AI interactions. Glia also supports our wrap summaries and coaching moments. ### 31. Glia and CommonWealth One **Rating:** 4.5/5.0 stars **Reviewed by:** Kimberly H. | Digitalt Enagement Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2025 **What do you like best about Glia?** I enjoy the ease of use and the option to customize queues, business rules and teams. We easily implemented the Glia platform on our website in 2022 and added the call center in 2024. Customer support is always available and extremely helpful. **What do you dislike about Glia?** Unable to change the status of operators **What problems is Glia solving and how is that benefiting you?** We currently use glia for chat, phone, and SMS. We turned on the free trial of Cortex AI and it is a game changer ### 32. Simple System That Meets All My Needs **Rating:** 5.0/5.0 stars **Reviewed by:** Courtney L. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** The simplicity of the system. Love the reporting and the visual graphs. **What do you dislike about Glia?** Nothing I can think of off hand. Very easy to use. **What problems is Glia solving and how is that benefiting you?** It has really helped with the co browsing and making it easier to manage calls and reporting. ### 33. Fantastic Products, Easy to Learn, and a Great Team! **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah C. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** Products are fantastic, easy to learn and the team is great! **What do you dislike about Glia?** The staging environment can be clunky and can be challenging. **What problems is Glia solving and how is that benefiting you?** Helps our contact center understand what calls they are taking. Counciling staff using play backs is great. ### 34. Great Reporting Features, loving Glia **Rating:** 4.5/5.0 stars **Reviewed by:** Alejandra V. | Virtual Center Director, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Glia?** I really like the reports, it has been so easy to present results **What do you dislike about Glia?** I really want to change the status of our agents when they forget to change. **What problems is Glia solving and how is that benefiting you?** Reducing waiting time ### 35. Great Experience with Live Transcribe, Heads Up, and User Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Paris W. | VOICE Coordinator, VP, Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** Live Transcribe, Heads Up, Interface, Our rep Josh D. **What do you dislike about Glia?** nothing at this moment, everything is great right now **What problems is Glia solving and how is that benefiting you?** Decrease in Average Wait Time, Average Handling Time, Total Wrap Up Time ### 36. Glia provides not only intuitive and innovative products, but superb service. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 11, 2025 **What do you like best about Glia?** Along with providing a great product and smooth implementation process, Glia is an excellent partner. They don't sell you a product and leave you to it. Instead, they remain committed to your success long after implementation. **What do you dislike about Glia?** There are a few, very small changes I would make to the platform's functionality, but overall Glia has exceeded our expectations. **What problems is Glia solving and how is that benefiting you?** Glia allows us to expand our service footprint in the areas we serve by bring the branch to our members. It has also allowed us to simplify processes and mitigate fraud. ### 37. It's a simple tool for calls and chats. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Glia?** The Call Center IVR feature works well for Direct Federal's simple needs. **What do you dislike about Glia?** I wish I could create customized reports. I wish the Live IVR Call Center Operator review could better display Idle Time, vs Interaction Time, vs Wrap Time a little better. **What problems is Glia solving and how is that benefiting you?** My Team can receive inbound calls and chats through one platform allowing me to more easily evaluate each channel's results. It also gives my Team the ability to view members who are navigating through our website and Online Banking site resulting in more efficient interactions with members who struggle with navigation or technology. ### 38. How Impressed I am with GLIA **Rating:** 5.0/5.0 stars **Reviewed by:** Kashonda L. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** HOW technology continue to advance and how interactive it is **What do you dislike about Glia?** nothing so far, I'm looking forward to voice **What problems is Glia solving and how is that benefiting you?** providing an additional avenue for customer support ### 39. Great Automated Responses, But Too Generic **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Glia?** I have been a big fan of the live observation and seeing what page people are stuck on or to troubleshoot with them. **What do you dislike about Glia?** Our GVA is essentially a glorified canned response and I am excited that we have options to step away from that. **What problems is Glia solving and how is that benefiting you?** We were looking for a more robust chat experience, and glia has delivered excellent results for us. ### 40. User Friendly and Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Halie B. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** Glia is user friendly, easy reporting, and great using. **What do you dislike about Glia?** I wish that Glia had more options to refine agent. **What problems is Glia solving and how is that benefiting you?** Cobrowsing- helps assist customers better ### 41. Expecting to be long-time clients of Glia. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2025 **What do you like best about Glia?** Have always had a great experiences working with various Glia team members. Everyone has been supportive and knowlegeable when we have questions. **What do you dislike about Glia?** I don't really have any dislikes. I would like to be able to download PDF/Word versions of what is in the Support Portal. If we need to share information from the Portal with other departments, we have to copy and paste the content into a Word document or temporarily give someone from that department access to the Glia Hub/Support Portal. **What problems is Glia solving and how is that benefiting you?** We now have a juiced up chat tool for our members and staff to use. The ability to offer co-browsing, file sharing, and screen sharing has improved the support experience. We have recently integrated the GVA from our previous digital assistant vendor. The GVA will offer a better experience for members being handed over to a live agent. ### 42. Responsive and solution-oriented **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2025 **What do you like best about Glia?** The best thing about Glia is how the GVA handles routine customer questions leaving agents available for more complex questions. We have had great experiences with the implementation teams and our Customer Success Managers. **What do you dislike about Glia?** The only downside is my own expectations about the GVA. It would be helpful if it recognized key words to give responses but I understand why it isn't set up that way. I've learned the PUGG user goals are really helpful for more specific questions. **What problems is Glia solving and how is that benefiting you?** Glia has helped by reducing our call volume and teach customers how to self-serve. ### 43. Reliable Service and Excellent Support, No Complaints **Rating:** 5.0/5.0 stars **Reviewed by:** Kylie C. | Contact center manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Glia?** Almost 0 down time. Great support from our csmw **What do you dislike about Glia?** I can’t think of any improvements needed **What problems is Glia solving and how is that benefiting you?** Digital chat ### 44. Quality experience on the road to a solid rollout **Rating:** 4.5/5.0 stars **Reviewed by:** Nick R. | Director of Consumer Lending, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2025 **What do you like best about Glia?** The simplicity of the use - across all platforms - is a major benefit. The support teams have been incredible, as well! **What do you dislike about Glia?** There are certain things we would like to have within the system - mostly reporting - that we would like to have more granular. **What problems is Glia solving and how is that benefiting you?** It's eliminating a multi-product approach ### 45. Glia is the best! **Rating:** 5.0/5.0 stars **Reviewed by:** Joe H. | Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Glia?** The advanced technology, easy of use, new and constant improvements, and the friendly interactions with the Glia employees! **What do you dislike about Glia?** I can honestly say that there is nothing I dislike. **What problems is Glia solving and how is that benefiting you?** Currently we only use Glia for our chats with our customers. We will be implementing full contact center soon! ### 46. Intuitive Interface and Great Features, but Some Settings Require Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** The interface and its intuitive nature + its features and capabilities. **What do you dislike about Glia?** Some settings I want to change require me to contact glia support. **What problems is Glia solving and how is that benefiting you?** It provides us with the ability to utilize AI in chats and solve problems without requiring a humans time in every single contact instance. ### 47. Innovative Products, but Overwhelming Variety and Upgrade Confusion **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Glia?** Innovation is top tier compared to other vendors out there. **What do you dislike about Glia?** There are so many products and it is hard for me to keep up with what we have, and what we can upgrade for free or the cost if not. **What problems is Glia solving and how is that benefiting you?** Cutting human chat volume down significantly. ### 48. Welcoming Community and Positive Experience with Glia **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Glia?** I like the community feel of Glia. Everyone is so welcoming and nice. **What do you dislike about Glia?** I don’t have any dislikes at the moment. **What problems is Glia solving and how is that benefiting you?** I believe that they are doing an excellent job linking, AI and human interactions. They make AI more approachable. ### 49. SVP - CIO/CTO **Rating:** 5.0/5.0 stars **Reviewed by:** Chuck K. | SVP - Chief Technology & Operations Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2024 **What do you like best about Glia?** Using Glia has been a game-changer for our member service contact center. I remember when we first implemented it, the difference was immediate. Instead of our phone lines being constantly busy, Glia started deflecting calls to simple self-serve answers. This not only freed up our agents to handle more complex issues but also made our members happier with quicker resolutions **What do you dislike about Glia?** While Glia offers very useful features, our credit union has faced a few challenges. The platform's self-serve options sometimes fail to address more complex member inquiries, leading to frustration. Additionally,integration with our existing systems was also more complicated than anticipated. **What problems is Glia solving and how is that benefiting you?** Glia helps by reducing call volulme for simple to medium complexity questions and expands our contact center capacity. ### 50. My experience with Glia has been excellant. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2025 **What do you like best about Glia?** What I love most about Glia is the exceptional personal customer service and their innovative approach. They consistently offer new products and tools that can completely transform our Customer Support team and how we interact with customers. **What do you dislike about Glia?** I wish there were a more robust integration with our core system, like some of the other integrations we've seen. **What problems is Glia solving and how is that benefiting you?** Unauthenticated Live Chat Authenticated Live Chat Digital Banker (GVA) ## Glia Discussions - [What is call center software for banks?](https://www.g2.com/discussions/what-is-call-center-software-for-banks) - 1 comment, 1 upvote - [How easy is integrating Glia’s voice chat and AI voice solutions with existing systems?](https://www.g2.com/discussions/how-easy-is-integrating-glia-s-voice-chat-and-ai-voice-solutions-with-existing-systems) - 1 comment, 1 upvote - [What makes Glia’s AI voice solutions different from traditional contact center technologies?](https://www.g2.com/discussions/what-makes-glia-s-ai-voice-solutions-different-from-traditional-contact-center-technologies) - 1 comment, 1 upvote - [Can Glia’s voice chat solutions handle high call volumes effectively?](https://www.g2.com/discussions/can-glia-s-voice-chat-solutions-handle-high-call-volumes-effectively) - 1 comment, 1 upvote - [How do AI voice solutions from Glia enhance agent productivity and customer satisfaction?](https://www.g2.com/discussions/how-do-ai-voice-solutions-from-glia-enhance-agent-productivity-and-customer-satisfaction) - 1 comment, 1 upvote - [View Glia pricing details and edition comparison](https://www.g2.com/products/glia/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-06+22%3A53%3A10+-0500&secure%5Bsession_id%5D=01a72709-2537-4a3c-8d06-c8550eeb700d&secure%5Btoken%5D=073e28b00015d5f09c7db60a584de73c673774ae2eb06cc76e7cf71743877dbd&format=llm_user) ## Glia Features **Core Conversational Capabilities - AI Chatbots** - Controlled LLM Response Generation - Context Maintenance Within Sessions - Natural Language Understanding & Intent Inference **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Administration** - Access Control - Web Page Navigation - Real Time Assistance **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Data** - Reliability - Data Security **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Voice Recognition - AI Voice Assistants** - Voice Recognition **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Engagement** - Feedback - Dashboards **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Security** - Data Security - Data Masking **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Interaction** - Complex Query Handling - Natural Conversation - Understanding - Context Management - Customizability **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Task & Flow Management - AI Chatbots** - Scripted Dialogue & Decision Tree Support - Fallback Responses for Unknown Queries **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Learning** - User Interaction Learning - Error Learning **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Security and privacy - AI Voice Assistants** - Encrypted communication **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Deployment & Embedding - AI Chatbots** - API Access for Business System Integration - Web Widget & SDK Embedding **Content Generation** - Creativity - Content Accuracy **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Admin & Configuration - AI Chatbots** - No-Code Conversation Design **System** - API Flexibility - Update Frequency and Utility - Cross-Platform Compatibility - Software Integration **Agentic AI - AI Chatbots** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Monitoring & Improvement - AI Chatbots** - Feedback-Driven Response Optimization **Reliability & Safety - AI Chatbots** - Guardrails & Content Controls ## Top Glia Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,460 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,693 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,594 reviews)