Glia Announces Winners of Inaugural Catalyst Awards at Interact 2024

Five financial services companies recognized for transforming customer interactions

SAN ANTONIO, Oct. 29, 2024 /PRNewswire/ -- Glia, the leader in customer interaction technology, today announced the winners of the first-ever Catalyst Awards, celebrating forward-thinking companies that are successfully redefining how they interact with customers.

The awards program highlights innovative, creative and impactful deployments of Glia Unified Interaction Management. Glia honored innovators across five distinct categories during its annual event, Interact 2024, in San Antonio, Texas.

"We are proud to celebrate this dynamic first cohort of Catalyst Awards winners at Interact 2024, showcasing different yet equally powerful ways they are enhancing customer and employee experiences," said Dan Michaeli, CEO and Co-Founder of Glia. "These five businesses are setting new standards for service interaction strategies, driving measurable success and impact. Their stories are strong examples of how Glia is empowering companies across the globe to reimagine how they interact with customers, creating efficiencies and lasting loyalty."

Details of the 2024 Catalyst Award winners include:

    --  New York-based Quontic Bank received the Visionary Award, recognizing
        the bank's innovative strategies that are breaking down silos to deliver
        a truly unified customer experience.Leilani Devery, VP of Customer
        Success for Quontic Bank, said, "Implementing Glia at Quontic Bank has
        led to significant improvements in budget, efficiency, employee and
        customer experience. This implementation has allowed us to manage our
        entire customer service operation in-house. This shift has resulted in
        better control over the customer experience, improved service quality,
        and reduced operational costs."




    --  Pennsylvania-based Service 1st Federal Credit Union stood out for its
        balance of AI efficiency and human empathy, winning the Harmonizer
        Award. The credit union has strategically blended automation and human
        interactions to create a superior member experience."Glia Call Center
        and the Glia Virtual Assistant have transformed our member experience,"
        said Chris Court, Chief Strategy & Innovation Officer for Service 1st
        FCU. "We've achieved a 37% self-service call handling rate,
        significantly reduced average abandonment and handle times, and seen a
        39% reduction in average wrap-up time. Glia has allowed us to enhance
        our live agent support with AI, handling member questions and
        after-hours requests while maintaining the exceptional service and
        empathy our members praise us for."




    --  Portland-based Umpqua Bank took home the Pacesetter Award for its
        dynamic digital-first transformation. Serving customers across eight
        states, Umpqua Bank is known for its strategic use of technology and
        understands the importance of continuous innovation without sacrificing
        the ever-important personal touch.Lauren Livick, Product Manager for
        Umpqua Bank, said, "Our digital-first transformation with Glia has
        revolutionized customer support at Umpqua Bank. We've successfully
        transitioned from a standalone app to an integrated digital banking
        experience, offering instant chat, audio support, and after-hours
        assistance. This shift allows us to maintain our signature personalized
        service while meeting modern expectations for quick, efficient support."




    --  Denver-based Covered Insurance is empowering its employees to excel in
        the digital age, prioritizing employee engagement and productivity. The
        company received the Energizer Award, acknowledging its success in
        leveraging technology to enhance the employee experience."Glia has
        improved employee experience and efficiency at Covered Insurance. With
        features like auto-accept and multi-chat handling, we've seen a 55%
        decrease in wait times and improved our service level to 96%," said
        Garrett Gomez, Agency Sales & Service Director at Covered Insurance.
        "Our team is energized by the modern interface and real-time engagement
        tools, boosting both productivity and satisfaction."


    --  The Prodigy Award recognizes an organization that has made exceptional
        progress in innovation within the first year of adopting Glia. Serving
        more than 62,000 members, Kansas-based Azura Credit Union was named the
        winner in this category for its quick, effective innovation and
        impressive time-to-value.Brooke Hamilton, VP Digital Member Experience
        for Azura Credit Union, said, "Not only was our implementation fast, but
        so was our time to ROI. By implementing Glia Call Center and Digital
        Customer Service, we were immediately positioned to seamlessly bring
        chat, video, and audio to our entire membership regardless of physical
        location. Operationally, we desire to reduce our wait times and abandon
        rates in all channels. This was achieved in less than 30 days after
        launching Glia Call Center and instantly for our video banking."

Monday at Interact 2024, Glia unveiled powerful new AI innovations that drive efficiencies and more seamless experiences for customers, agents and managers.

About Glia

Glia is the leader and pioneer of Unified Interaction Management--redefining how companies interact with their customers. The Glia Interaction Platform unifies voice, digital customer service, and AI with a unique ChannelLess(TM) architecture that eliminates data silos, dropped context, and frustration for customers and representatives. With Glia, companies can easily shift volume between channels, and customer connections can evolve naturally. Glia helps its customers harness the power of customer interactions to drive efficiency, loyalty, and revenue.

Glia has partnered with over 500 insurance companies, banks, credit unions, and other financial institutions worldwide to improve the customer experience and drive business results. Named a Deloitte Technology Fast 500(TM) company for a fourth year in a row and a Great Place to Work (with a 97% employee satisfaction rating), the company has raised over $150 million in funding from top investors and was recently valued at over $1 Billion. Learn more at glia.com.

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