ChannelLess Customer Service

ChannelLess® Architecture—What Omnichannel Was Meant to Be™

Overcome silos and limitations of fragmented solutions to provide seamless 5-star customer experiences in every channel

While Omnichannel solutions support multiple channels on a platform, they still treat each as a separate silo, leading to re-starts for customers and complexity for managers.

Glia’s ChannelLess® Architecture seamlessly enables multiple channels within a single engagement, streamlining experiences for customers, agents, and managers

See a past report of how your bots are performing right next to your agents

Persistent context and visual collaboration with Live Observation and CoBrowsing

Unified administration as well as engagement data across all digital channels

Fragmented Solutions Deliver Fragmented Experiences

Imagine a visitor in a live chat unable to resolve their needs within the channel; they are typically forced to break the connection and start over on the phone. This creates unnecessary friction, frustration, and abandonments.

“78% of consumers will abandon a transaction because of a poor customer experience—like having to make a phone call and duplicating the whole process again.”

A ChannelLess® Platform Delivers One Seamless Experience

ChannelLess® customer service eliminates such dead-ends so the same visitor can easily escalate to (or even start with) OnScreen Voice to keep the conversation moving forward without interruption for higher satisfaction and conversions.

“92% of consumers are likely to make another purchase after a positive customer service experience”

Deliver A Seamless Experience

Across All Channels—Messaging, Phone, OnScreen Voice & Video

Provide Better Customer Service Across the Entire Engagement

Continuous Connection

Seamless transitions between channels provides a consistent experience

Deeper Insight

Live Observation and Persistent Context across all channels promotes greater clarity and effectiveness

Guided Engagement

Guiding visitors with CoBrowsing boosts Customer Experience (CX) AND Employee Experience (EX)

Make Data-Driven Decisions to Manage Your Business

Single Source of Data

Glia’s ChannelLess® Architecture removes siloes for a single source of data across all touch points

Holistic Data

Supervisors see holistic contact center data in real-time to make data-driven decisions

Optimize Operations

Administrators gain business insights to data trends that help them optimize operations

One Unified, Easy-to-Use, ChannelLess® Platform for Everyone

Raise Satisfaction, Lower Abandonment

Start with any Channel and Easily Transition to Another

Provide a single engagement that doesn’t force them to start all over and re-explain their issue—even as they transition from one channel to another.

Meet them where they are with true channel choice and flexibility
Reduce friction points that can lead to frustration and abandonment
Provide OnScreen guidance to promote satisfaction and self-sufficiency

72% of customers consider explaining their problem to multiple service reps as poor customers service

Empower, Satisfy, Retain

Meet Customers Where They Are

Provide the tools to serve better, boost employee experience and effectiveness and slash turnover

OnScreen context and collaboration for better outcomes and higher job satisfaction
Handle more engagements while providing meaningful, personalized support
Simplify with one unified UX and a single pane of glass for all channels

Engaged teams experience up to 59% less turnover, a 17% jump in productivity, 10% higher customer ratings, and drive 21% greater profitability.

Simplified Team Management

Greater Efficiency, Easy to Manage and Retain Top Reps

Single platform to manage and develop contact center staff, streamline training and build a more productive and satisfied team—including the supervisors themselves

Flexibly and quickly administer agents, teams and queues across all channels
ChannelLess® coaching tools like Digital Whisper to build rep skills
Consolidated analytics and reporting across channels

21% of employees cite inadequate career development as their reason for quitting

Unified Admin & Report

Visibility for Data-Driven Decisions and Greater Ability to Manage and Improve the Overall Customer Experience

Single source of engagement data enables better insight and faster decision making

Use sophisticated business logic to optimize the entire customer service journey
Use digital body language and other context to route customers to the right resource in the right channel
Optimize operations with comprehensive reporting and business intelligence across the unified platform

6% of companies use customer interaction data from all channels to make business decisions.

ChannelLess® Platform Advantages

How Can Seamless Customer Service Help You Help Consumers?

Focus on What Customers Need

Glia’s unified Digital Customer Service (DCS), phone and automation platform allows you to meet customers where they are and easily transition between channels, removing friction points that can lead to frustration and drive up abandonment rates.

Empower Your Team to Be More Strategic

Give reps the ability to ‘follow’ and guide customers throughout their entire interaction journey and show them how to address their issues now and in the future, leading to more satisfying experiences for everyone.

Future-Proof Customer Service

The modular, cloud-based solution gives you access to the latest innovations. No constant upgrades. No disruption to how you provide customer service. Add channels, capabilities and use cases as your needs grow now and into the future.

ChannelLess® Architecture

One Seamless Customer Experience that Eliminates the Disconnect

What Do We Mean by ChannelLess®?

Benefits of ChannelLess® Architecture

One seamless experience across all interaction types

Representative efficiency and satisfaction

Unified UX, routing, and reporting