Glia Survey Shows Contact Centre Tech Failing FIs & Insurers

Contact centre technology is not meeting the requirements of financial institutions, according to research from Glia, a digital customer service platform provider that specialises in unified communications for regulated sectors.
The company's latest survey examines the challenges facing contact centres across banking, credit unions, insurance and other financial services sectors.
State of the Market
The survey of banking, credit union and insurance executives reveals that 69% of firms are dissatisfied with their current contact centre technology.
Contact Centre as a Service (CCaaS) platforms—cloud-based solutions that handle customer communications—are struggling to address core operational challenges.
Nearly one-third of respondents cite extended hold times and unresolved calls as primary concerns, while more than half report difficulties with staff retention.
The research highlights that 93% of institutions are evaluating new solutions, while just 5% express satisfaction with their existing systems.
At the same time, 91% of financial institutions view customer experience as the initial focus for artificial intelligence deployment, though implementation strategies remain undefined for many firms.
Glia's research indicates that financial institutions are seeking solutions that can integrate digital channels with traditional voice communications, while maintaining security and compliance standards required in regulated sectors.
The company reports a Net Promoter Score of 73, compared to the industry average of 18, suggesting growing market acceptance of alternative approaches to contact centre technology.
Technology Implementation and Results
The survey of banking, credit union and insurance executives reveals that 69% of firms are dissatisfied with their current contact centre technology.
Contact Centre as a Service (CCaaS) platforms—cloud-based solutions that handle customer communications—are struggling to address core operational challenges.
Nearly one-third of respondents cite extended hold times and unresolved calls as primary concerns, while more than half report difficulties with staff retention.
The research highlights that 93% of institutions are evaluating new solutions, while just 5% express satisfaction with their existing systems.
At the same time, 91% of financial institutions view customer experience as the initial focus for artificial intelligence deployment, though implementation strategies remain undefined for many firms.
Glia's research indicates that financial institutions are seeking solutions that can integrate digital channels with traditional voice communications, while maintaining security and compliance standards required in regulated sectors.
The company reports a Net Promoter Score of 73, compared to the industry average of 18, suggesting growing market acceptance of alternative approaches to contact centre technology.
Technology Implementation and Results
“Industrywide, isolated customer interactions and siloed data are creating major pain and frustration”
Several credit unions report measurable improvements after deploying new interaction management systems.
Granite Credit Union achieved a 25% reduction in average handling times and saved 1,400 hours of manual processing, while maintaining a customer satisfaction rate of 4.7 out of 5.
Silver State Schools Credit Union reduced wait times by 59% through the implementation of virtual assistants, resulting in monthly cost savings of US$41,600.
Listerhill Credit Union increased its mortgage lending by US$2m after implementing new digital engagement tools, achieving a conversion rate of 12% compared to the industry standard of 3%.
The credit union maintained a customer satisfaction score of 4.75 out of 5 during this period.
The findings emerge as Glia launches its "Glia Difference" initiative, which introduces a unified interaction management platform designed to integrate voice, digital and AI communications.
The system aims to address the specific compliance and security requirements of regulated financial institutions.
The platform introduces what Glia terms a "ChannelLess architecture", designed to maintain context across different communication methods.
This approach contrasts with traditional contact centre systems that often treat digital channels as separate from voice communications.
The platform includes features for AI assistance across customer, agent and management interfaces, aiming to streamline workflows and reduce manual processes.
The company has partnered with more than 600 insurance companies, banks and credit unions to date. Glia has secured over US$150m in funding and maintains a current valuation exceeding US$1bn, indicating sustained market interest in alternative contact centre solutions.
“Industrywide, isolated customer interactions and siloed data are creating major pain and frustration,” says Dan Michaeli, CEO and co-founder of Glia.
“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.”
“Today's customers in high-trust environments demand seamless, effortless experiences,” Dan says.
“From optimising efficiency to reducing costs to scaling operations, Glia streamlines workflows across digital and voice channels, reducing manual inefficiencies and delivering personalised interactions that drive trusted customer relationships.”
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