Glia
Duck Creek has formed a strategic alliance with Glia to resell Glia’s intelligent digital platform, offering Duck Creek Digital Customer Service powered by Glia. This collaboration helps insurers deliver experiences that win business from agents and keep policyholders happy.
Glia’s platform empowers insurers to meet producers and customers on their screens, leveraging a comprehensive suite of digital communication and collaboration tools: real-time chat, CoBrowsing, screensharing, voice, video, and AI-powered bots. This unified approach ensures a seamless transition across all forms of communication on one digital property, with no context lost during transitions.
Designed for insurance and driven by AI, this solution delivers significant measurable benefits:
- Sell More Policies: Reduce friction and increase online conversion rates for completing quotes and binding coverage, with a 2-4x improvement in policy application quote-to-bind conversions.
- Increase Customer and Producer Satisfaction: Lead to a 20%+ increase in customer satisfaction (CSAT) and Net Promoter Scores (NPS), and build agent confidence with 4.93/5 agent satisfaction for Glia interactions.
- Improve Operational Efficiency: Reduce average call-service time and costs, seeing a 15-25% reduction in average call handling times and a 23% reduction in call claim times. AI supercharges CSRs by providing context and automating tasks.
Glia is the leading customer interactions platform for industries where trust and relationships are everything. Glia was recently named to the 2025 AIFintech 100 list, has been named a Deloitte Technology Fast 500™ company for five consecutive years and is certified as a Great Place to Work (with a 98% employee satisfaction rating). With an industry-leading 73 NPS score across over 650 organizations, 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.
Duck Creek Technologies and Glia Form Strategic Alliance, Bringing Real-Time Digital Customer Service to P&C Insurers
Enhancing Insurance Servicing with Video
Digital Customer Service Explained
Duck Creek Technologies + Glia
Digital Customer Service: Transforming Producer Experience on Their Screens with Rick DeLisi of Glia
Advantage
- Deliver a superior level of agent support that differentiates in the marketplace, increases portal adoption, and builds brand loyalty with your external distribution channels
- Make any live interaction with agents or policyholders simple and efficient. Layer rich collaboration on any of your existing quoting, application, servicing, or claims web experiences saving an average of 20% or more on current call handle times.
- Seamlessly engage and move between chat, video, and audio communications to reduce effort and increase satisfaction.
- Increase annual premium by reducing site abandons and increasing online conversions by 2-4x or more. Identify high-value website visitors, react to inbound communication requests, or proactively reach out via live chat, video, or audio.
Features
- Live observation and patented dual-cursor cobrowsing: visually guide agents and policyholders past friction points in policy applications and other critical processes.
- Online onscreen voice or video: upgrade chat conversations when discussions get complex, or stressful for your agent or policyholder (I.e. claims, cancellations, commission discussions, etc.).
- Screen-share: share your desktop applications, documents, or browser tabs with agents or policyholders – ideal for comparing a pdf of a handwritten policy to what is showing in Duck Creek Policy Management or for an agent and underwriter to get to the right clause quickly & effectively.
- Integration: integrate with your CRM solution for efficient access to customer information. Add any conversational AI engine and deploy bots to assist your agents and policyholders, and also provide assistance to your customer support representatives. Integrate with core telephony if required (Avaya, Cisco, Genesys, etc.) to pass audio over current headsets and handsets in the call center.
Expertise
- An implementation team that understands your business and can deploy live solutions in 4-8 weeks depending on how quickly you can move. Responsive WhiteGlove Customer Success team provides best practices and ensures goals are met throughout the entire implementation, go-live and post-go-live stages, with a commitment to your ongoing success
- 100% SaaS solution with a non-invasive continual update process ensuring you’re always on the latest version without additional update fees.
- Technology purpose-built for the security and reliability requirements of the world’s most demanding financial institutions. • Award-winning technology including 10x FInovate Best of Show and Gartner Cool Vendor 2020.