Glia, the leader in customer interaction technology, and FCCI Insurance Group (FCCI) today announced that the insurance company has successfully gone live with Glia to enhance the customer and Customer Service Representative (CSR) experience while creating deeper visibility into contact center operations. Purpose-built for the insurance industry, Glia’s modern, state-of-the-art contact center solution enables FCCI to unify all voice and digital interactions on a single platform that empowers the FCCI claims and billing teams to provide faster, more personalized customer service.
FCCI provides commercial P&C insurance, allowing businesses to grow and succeed while knowing their risks are managed and claims will be resolved fairly. Looking to upgrade its legacy phone system, FCCI sought a more modern, unified platform that could integrate with its core systems and Unified Communications as a Service (UCaaS) platform to create a simplified experience for its CSRs. The company selected Glia for its innovative voice and digital technology as well as its industry focus on transforming insurance interactions.
“FCCI promises our customers that we will always treat them with ‘extra mile’ service, and Glia’s modern technology directly supports that mission regardless of which channel a customer chooses to interact with us in,” said Dave Patel, EVP, Chief Information Officer at FCCI. “With its advanced ChannelLess® contact center platform, Glia is facilitating more effortless interactions with CSRs and customers while providing greater transparency into contact center performance, enabling us to make faster, more informed decisions. We are confident our partnership with Glia will be a competitive differentiator.”
With Glia, FCCI’s customer service team will have instant access to relevant customer data from its core systems, increasing productivity and efficiency by eliminating unnecessary toggling between multiple systems. Glia’s unified reporting across all voice and digital interactions provides FCCI with instant, powerful insights that will help the business continue to optimize its customer experience.
“We’re thrilled to partner with FCCI to help them deliver an exceptional customer experience in today’s fast-paced, digital-first world,” said Ryan Baillargeon, Insurance Lead at Glia. “By leveraging Glia’s modern, state-of-the-art contact center, FCCI is fostering stronger CSR and customer loyalty and gaining valuable insights through real-time data across all of their interactions. As we kick off 2025, we’re excited to see the continued momentum around our innovative contact center platform for insurance.”
