Glia Announces "ChanelLess" SMS and Outbound Calling

What is “channelless digital customer service?” It’s what customers expect today. If they initiate a phone call to your contact center but follow up with a text or even a social media post, they expect to be able to pick up the same transaction regardless of channel. The days of siloing customer support in media channels are over. Customers simply expect more.

Digital customer service company Glia recently announced that it has extended the proactive outbound capabilities of its DCS platform with two new features—ChannelLess SMS and ChannelLess outbound calling. Both empower service representatives to reach out to customers and easily add richer digital channels, such as chat, OnScreen voice or video, without breaking the connection, said the company.

Glia noted that its ChannelLess architecture overcomes omnichannel limitations by fully integrating all communications channels, including SMS, onto a single platform. This enables easy transitions from one channel to another and unified administration across the entire customer engagement. With Glia, businesses can proactively reach out to customers and launch a seamless engagement that can start with SMS. Customers are not forced to make a phone call to continue service. The entire engagement remains digital, transitioning to chat, OnScreen voice or video for real-time support and can include CoBrowsing for OnScreen collaboration.

Home and auto insurance provider Simply IOA is an early user of the solution, and validated that it has enhanced their ability to provide an excellent customer experience.

"Our customers have been incredibly responsive to SMS, especially our QR code promotions at sporting events and service options at auto dealerships,” said Jeff Ward, chief technology officer for SimplyIOA. “We are excited to take our texting capabilities to the next level with Glia's outbound capabilities, tied directly into our Digital Customer Service platform. We see a significant opportunity to get highly proactive and grow our business.”

In addition to a better OnScreen experience, Glia's said its seamless Digital Customer Service platform also improves the security of engagements. SMS messages are not encrypted, making them susceptible to data breaches and identity theft. Glia's chat, OnScreen voice and video have end-to-end encryption to protect sensitive data.

Edited by Erik Linask