More than two-thirds (69%) feel contact centre technology isn’t meeting expectations.
Glia, a provider of customer interaction technology for high-trust sectors, announced the findings of a new industry survey, shedding light on the evolving challenges and opportunities facing today’s contact centre teams across banking, credit unions, insurance and more.
The original research reveals an industry hungry to move past traditional Contact Centre as a Service (CCaaS) technology. Unveiled as the “Glia Difference,” the initiative showcases how Glia’s Unified Interaction Management (UIM) platform is transforming customer experiences and solving the biggest pain points across digital and voice interactions today.
Based on responses from leaders and executives in banking, credit unions and insurance, the survey finds that:
- More than two-thirds (69%) feel contact centre technology isn’t meeting expectations.
- Nearly one-third (31%) rank long hold times and unresolved calls as top frustrations.
- 93% are evaluating new technology solutions, while only 5% love their current call centre technology.
- 91% see customer experience as the starting point for AI, yet uncertainty persists around implementation.
- Over 50% face staffing challenges and high turnover.
“Industrywide, isolated customer interactions and siloed data are creating major pain and frustration. Clearly, legacy contact centre technology, including CCaaS, is failing to keep up with today’s customer expectations and the needs of those who work with contact centres — agents, managers and executives,” said Dan Michaeli, CEO and co-founder of Glia.
“Glia offers the industry a next-gen, AI-ready platform that is built, priced and delivered differently than legacy contact centre technology. It’s why our customers feel an immediate impact — and breathe a sigh of relief — when they partner with Glia.”
The Glia Difference is built on three core elements: a visionary ChannelLess® philosophy and approach to voice and digital interactions that ushers contact centres into the AI era, customer-first pricing options with unlimited seats and minutes, and an emphasis on security and compliance for high-trust sectors.
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