Glia

Duck Creek has formed a strategic alliance with Glia to resell Glia's Digital Customer Service Software. It is called: Duck Creek Digital Customer Service powered by Glia

Glia’s DCS platform enables insurers to provide their customers and producers with real-time chat, cobrowsing, screensharing, voice, video, and AI-powered bots that help insurers increase customer satisfaction (CSAT), improve the loyalty of producers to your brand, and sell more policies.

Additionally, the Glia Digital Customer Service Anywhere Integrations for Duck Creek Producer and Duck Creek Policy speed time to market and are designed to create a seamless customer experience, enabling insurers to enhance customer loyalty, extend producer sales channels, reduce support costs, and increase online sales.

Glia is a New York-based company, founded in 2012, specializing in Digital Customer Service for the financial services industry.  The company has won numerous awards for innovation and raised over $100 million in funding.

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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.

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