FCCI Insurance Group has significantly enhanced its customer service capabilities by implementing Glia’s advanced contact centre solution.
This partnership enables FCCI to replace its legacy phone system with a modern platform that unifies voice and digital interactions, streamlining operations for Customer Service Representatives (CSRs) and delivering faster, more personalised support to customers.
This upgrade will create a seamless experience for FCCI’s CSRs, while also enhancing customer satisfaction.
Glia is a leader in customer interaction technology, specialising in solutions that unify voice and digital communication channels. Its state-of-the-art contact centre platform, purpose-built for the insurance industry, empowers teams to provide efficient and personalised service by consolidating data and interactions into a single system.
FCCI Insurance Group is a commercial P&C insurance provider that supports businesses by managing risks and ensuring claims are resolved fairly. The company focuses on delivering exceptional customer service, enabling businesses to grow confidently.
The firm’s adoption of Glia’s ChannelLess® contact centre platform allows its claims and billing teams to unify voice and digital communications, providing instant access to customer data and eliminating the need for toggling between multiple systems.
This modern approach is set to increase productivity, efficiency, and customer satisfaction.
Additionally, Glia’s unified reporting offers FCCI real-time insights into contact centre performance. These insights enable faster, data-driven decisions and ongoing optimisation of the customer experience.
The partnership is positioned as a competitive differentiator for FCCI. By leveraging Glia’s innovative technology, FCCI aims to deliver “extra mile” service across all communication channels, staying true to its customer-first mission.
“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,” FCCI EVP, Chief Information Officer Dave Patel said.
“We’re thrilled to partner with FCCI to help them deliver an exceptional customer experience in today’s fast-paced, digital-first world,” Glia Insurance Lead Ryan Baillargeon said. “By leveraging Glia’s modern, state-of-the-art contact centre, 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 centre platform for insurance.”
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