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Glia Digital Customer Service Integration (Policy, Producer)


Glia provides Digital Customer Service technology that is reinventing how Insurers support agents and policyholders online. Glia's easy-to-use solution delivers digital engagement on web sites, secure portals and mobile applications, that helps carriers sell more online and provide premium customer and agent support.  

Glia provides a secure platform enabling communication choices such as Chat, Digital Voice, Video and Phone combined with real time CoBrowsing and Screensharing for a truly seamless customer and agent experience. 

Key components include:

  • Chat
  • CoBrowsing
  • Digital Audio
  • Video
  • Screen-sharing
  • Customer Surveys
  • SMS Messaging (optional module)
  • AI Management (optional module) 

This integration provides carriers with the ability to offer digital customer service at a role-based level to match the team and queue structures in your call centers or lines of business. 

AI Bot assistants or call center operators can CoBrowse with a policyholder on your website, portal or mobile application, and help the policyholder through the challenges they are facing during the quote application process. A field support representative can guide an agent through a quote, or any process available via Duck Creek Producer. This integration uses Duck Creek Author and Express and can further be configured and customized for additional uses. This integration works with Duck Creek Policy and Producer.

Dependencies for Package

The following tools and packages are required for correct implementation of the package.

Tools Needed to Complete the Package Installation

The following tools are needed to complete the package installation:

  • Duck Creek Author
  • Code editor. Example: Visual Studio Code, Atom, Sublime, etc


To use this package, you must also have a Glia Account.

Installing the Package

After you are granted access to the Content Exchange packages you requested, use the Content Exchange Package Utility to install the package. This utility can be run on the server or on your local machine.

To install a package:

  1. Download and install version 3.5.0 of the Content Exchange Package Utility
  2. Once installed, open the utility and use it to install or unzip your downloaded packages. Learn more about using this utility.
    Some packages are completely installed by the Content Exchange Package Utility while others still require some manual steps. The documentation provided with each package includes any manual steps required to successfully install that package.
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