at Financial Technnology Year
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Glia for Wealth Management from Glia
Digital-first servicing, CoBrowsing, video banking, AI management, live observation, compliant messaging, and integration with financial platforms specifically designed for broker-client interactions.
Product analysis by function
Help Desk Software for Client Services
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
More Help Desk Software
More Client Services ...
Ticket Management
(0 Yes /0 Known /13 Possible features)
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Ticket Creation System allows staff or clients to open new support tickets. |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
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Ticket Categorization Tickets can be categorized by issue type or department. |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
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Custom Ticket Fields Support for custom data fields in tickets. |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
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Client Communication
(7 Yes /7 Known /10 Possible features)
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Email Integration Two-way ticket communication via email. |
Glia emphasizes omnichannel communication, including two-way integration with email for ticket-based support and client servicing. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
Real-time chat is a core feature of Glia, as highlighted on their product and solution pages. | |
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SMS Notifications Notification and response support via SMS. |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses via AI management and chatbots is a highlighted capability on Glia’s website. | |
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Multi-language Support Supports communication with clients in multiple languages. |
Glia promotes multilingual interactions, supporting client conversations in multiple languages via AI. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Glia provides a digital client portal for interactions, meeting the portal requirement. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Client feedback tools (satisfaction surveys and analytics) are referenced in their value propositions and solution overview. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
Glia emphasizes automated and proactive SLA notifications to clients as tickets approach deadlines. |
Integration & API
(5 Yes /5 Known /9 Possible features)
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CRM Integration Direct integration with customer relationship management systems. |
Glia offers integrations with CRM and wealth management platforms, specifically mentioned on their integrations page. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
Public documentation for APIs is available, and API-based integration is a standard part of their offering. | |
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Webhooks Support for outbound event notification via webhooks. |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Glia provides SSO and supports enterprise authentication systems like Active Directory. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Calendar integrations for scheduling client or agent meetings are noted in feature descriptions. | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
AI-powered chatbots from third-parties can be integrated, referenced under automation and extensibility. |
Automation & Workflow
(5 Yes /5 Known /10 Possible features)
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated ticket (or conversation) routing to the appropriate agent/team is a flagship function. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Glia supports the configuration of custom workflows to support specific brokerage and wealth management processes. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Configurable escalation rules based on wait time or ticket type are part of the workflow automation engine. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
Duplicate conversation/ticket detection is referenced under automated workflow and AI features. | |
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Scheduled Actions System performs time-based updates or notifications. |
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Approval Workflows Supports ticket or action approval chains for compliance. |
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Follow-up Reminders Automated reminders for agents/client responses. |
Follow-up reminders and notifications are automated as part of Glia's communication orchestration. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
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Reporting & Analytics
(6 Yes /6 Known /10 Possible features)
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Real-time dashboards for agents and supervisors are highlighted as key to digital servicing. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom report generation is part of the analytics module. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Export of data/reports (CSV, Excel, PDF) is described in the analytics and compliance feature set. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Agent performance analytics are available through dashboard reporting. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
Customer Satisfaction and feedback metrics (CSAT) are incorporated using built-in survey tools. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend analysis of interaction/ticket volume and issues is supported via analytics. |
Security & Compliance
(6 Yes /6 Known /10 Possible features)
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
Glia is certified for data encryption in-transit and at-rest (required for financial services compliance). | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based access controls are central to platform security. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Audit trails and logging are part of the compliance feature set. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
Glia claims compliance support for GDPR, CCPA and FINRA standards. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Support for configurable data retention per regulatory requirements. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Supports two-factor authentication for admin and agent accounts. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
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Session Timeout Control Automatic logout after periods of inactivity. |
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Data Masking Sensitive client info is masked in UI and exports. |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
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User Interface & Usability
(6 Yes /6 Known /10 Possible features)
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Glia’s web platform adapts responsively to desktops, tablets, and mobile devices. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Customizable, modular dashboards and agent interfaces are described. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk actions on cases/conversations/tickets are supported for workflow efficiency. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
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Low Latency UI Interface responds quickly to user input. |
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Dark Mode Alternative color scheme for strain reduction. |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search across conversations, clients, and documents is a promoted feature. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
Intuitive navigation is emphasized as a usability differentiator. | |
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Notification Center Centralized alert and reminder system for all events. |
Centralized notification handling for all channels and events is built in. |
Knowledge Base & Self Service
(0 Yes /0 Known /8 Possible features)
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
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Article Feedback Users can rate or comment on articles for quality assessment. |
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Version Control for Articles Maintains version history of knowledge base entries. |
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Multilingual Knowledge Base Articles available in multiple client languages. |
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Customization & Branding
(7 Yes /7 Known /7 Possible features)
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Supports use of custom logos and color branding for white-labeled portals. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Custom domains for client portals are supported. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Customizable email templates for notifications and alerts. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom fields for tickets/conversations are configurable. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
Glia supports extensive white-labeling for partners and clients. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom and adaptable workflows for brokerage-specific needs are available. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization support includes regional language, date/time, and compliance settings. |
Deployment, Reliability & Scalability
(1 Yes /1 Known /10 Possible features)
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Cloud/SaaS deployment is the primary delivery model for Glia. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
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Uptime Guarantee Minimum platform uptime in SLA. |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
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Backup Frequency How often data is automatically backed up. |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
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Support & Vendor Service
(6 Yes /6 Known /9 Possible features)
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24/7 Vendor Support Round-the-clock support from the vendor. |
Glia offers 24/7 vendor support to enterprise clients, as stated on their support/services page. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Implementation and onboarding support are described as core vendor services. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Comprehensive training sessions and knowledge materials are offered for agents and administrators. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Assistance for migration from other platforms is available as part of professional services. | |
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Custom Development Options Ability to contract for custom feature additions. |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Knowledge base and help center are built into Glia’s digital service offering. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
Vendor service SLAs for response and resolution are offered with the platform. |
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