Digital customer service provider Glia has announced a partnership with software company Zensar to offer the latter’s digital transformation services alongside Glia’s communications and collaboration platform.
The Glia platform allows companies to communicate with customers in an omnichannel capacity, with features including messaging, video banking, voice and co-browsing. Zensar, meanwhile, specialises in implementing digital solutions, with expertise in experience design, data engineering, and advanced analytics.
The partnership will see financial institutions able to access both offerings simultaneously in order to deliver the more seamless digital experiences that customers are now increasingly demanding.
"The financial services sector has seen accelerated digital adoption due to changing customer needs. In this context, providing an outstanding customer experience has become a critical imperative for all business operations," said Nachiketa Mitra, Executive Vice President and Global head, BFSI, Zensar. "We plan to combine Glia's innovative technology with our capabilities to create a compelling value proposition for our clients."
The companies said the partnership would help financial institutions:
- Boost sales conversion from online applications
- Reduce average call handle times and improves CSAT score
- Improve brand loyalty from customers
"The screen has become the centre of the customer's universe, making financial services organisations' digital strategies a critical priority," said Dan Michaeli, CEO and co-founder of Glia.