The Harmonizer

Unifying AI + Human Interactions in the Contact Center

Welcome to the Catalyst Awards submission portal for The Harmonizer category! This category celebrates contact centers that have expertly blended Glia's AI automation with human expertise, achieving measurable improvements in operational efficiency, customer satisfaction, and overall experience by creating more harmonious and effective interactions.

Glia Solutions:

  • Glia Voice
  • Phone GVA

Criteria:

  • Evidence of seamless integration of AI automation with human support for enhanced customer interactions.
  • Documented improvements in customer experience (CSAT, service level, CES) and efficiency (time savings, cost savings, containment rates, Average Handle Time, Average Wait Time, First Contact Resolution.)
  • Innovative use of AI in the contact center to personalize, streamline, and elevate customer interactions, demonstrating new workflows where AI supports and amplifies human agents.

Submission Guidelines:
Your submission should focus on specific challenges, innovative solutions, and measurable results. Provide compelling evidence of how you've harmonized AI and human interactions to enhance customer interactions and contact center efficiency.

Please include before and after figures where possible, and the timeframe for these results. Consider including: AI containment rates, human rep intervention rates, improvements in response times or query resolution speeds, Customer Satisfaction (CSAT) scores, containment rates, Net Promoter Score (NPS), Customer Effort Score (CES), Average Handle Time (AHT), First Contact Resolution (FCR) rate.

Eligibility Reminder:
Ensure you meet the required Glia Solutions for this category before submitting.

By submitting an entry, you agree to the Terms & Conditions of the Glia Catalyst Awards.

Ready to showcase your achievements? Submit your entry now!

Enter to win a Catalyst Award for Glia Customers

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