Glia, a leader in customer interaction technology, has announced a successful collaboration with FCCI Insurance Group (FCCI) to elevate customer and Customer Service Representative (CSR) experiences. FCCI has implemented Glia’s state-of-the-art contact center platform, specifically designed for the insurance industry, to unify voice and digital interactions. This integration empowers FCCI’s claims and billing teams to deliver faster, more personalized service while improving visibility into contact center operations.
FCCI, a provider of commercial Property and Casualty (P&C) insurance, sought to replace its outdated phone system with a modern, unified platform. The goal was to integrate seamlessly with its core systems and Unified Communications as a Service (UCaaS) platform, simplifying workflows for CSRs. Glia was chosen for its innovative voice and digital technology, tailored to transform insurance interactions.
Dave Patel, EVP and Chief Information Officer at FCCI, stated:
“Our commitment to ‘extra mile’ service is strengthened by Glia’s modern technology, which ensures effortless customer interactions across all channels. Glia’s ChannelLess® contact center platform enhances transparency and efficiency, enabling us to make quicker, data-driven decisions. We believe this partnership will set us apart in the industry.”
Glia’s platform provides FCCI’s customer service team with instant access to relevant customer data, streamlining processes and eliminating the need to switch between multiple systems. The unified reporting feature offers powerful, real-time insights, helping FCCI optimize its customer experience further.
Ryan Baillargeon, Insurance Lead at Glia, commented:
“We are excited to partner with FCCI to deliver exceptional customer experiences in today’s digital-first landscape. By leveraging Glia’s advanced contact center solution, FCCI is fostering stronger loyalty among CSRs and customers while gaining valuable insights from real-time interaction data. As we begin 2025, we look forward to building on this momentum.”
