Glia ChannelLess Architecture
By Glia Technologies, Inc
Implementing Glia ChannelLess Architecture involves a structured process designed to integrate seamlessly with your organization's existing systems:
Assessment and Planning: Glia team collaborates with your organization to understand specific needs and objectives, ensuring a tailored implementation strategy.
Integration with Existing Systems: The platform is designed for quick integration, often completing deployment within weeks.
Staff Training: The intuitive interface allows representatives to become proficient in as little as 30 minutes, facilitating rapid adoption.
Testing and Optimization: Before full deployment, the system undergoes thorough testing to ensure optimal performance and alignment with organizational workflows.
Glia ChannelLess Architecture is designed to be highly customizable to meet specific business needs.
Seamless Channel Integration: Glia architecture allows for easy transitions between various communication channels—such as messaging, phone, on-screen voice, and video—within a single engagement. This flexibility enables businesses to customize the customer journey according to their unique requirements.
Unified Administration and Reporting: The platform offers unified administration and comprehensive reporting across all channels. This centralized approach allows businesses to customize their analytics and management processes, ensuring they align with specific operational goals.
AI Management and Custom Bots: Glia AI Management module provides a universal, engine-agnostic way to integrate generative AI solutions and custom bots into customer interaction environments. Businesses can deploy conversational AI to assist customers and agents, tailoring interactions to specific needs.
On-Screen Collaboration Tools: Features like Live Observation and CoBrowsing enable representatives to observe and guide visitors on-screen. These tools can be customized to provide visual context and assistance, enhancing the customer experience based on specific business processes.
Custom UI Commands: Businesses can build custom user interfaces with specific commands, such as launching a calculator during a customer and bot interaction. This capability allows for the creation of tailored tools that meet unique business requirements.
Industry-Specific Solutions: Glia offers solutions tailored for various industries, including banking, credit unions, fintech, insurance, lending, and small business banking. These industry-specific customizations ensure that the platform meets the unique needs and regulatory requirements of different sectors.
Glia ChannelLess Architecture offers training and support to ensure new users can effectively utilize the platform.
WhiteGlove Customer Success Program: Glia provides personalized onboarding and guidance through its WhiteGlove Customer Success program. This service ensures that new users receive tailored assistance during the implementation phase and ongoing support to maximize the platform's benefits.
Intuitive User Interface: The platform features an intuitive and easy-to-use interface, allowing representatives to become proficient with minimal training. This design enables staff to be up and running in as little as 30 minutes, facilitating rapid adoption and value realization.
Interactive Training Resources: Glia offers a variety of interactive guides and infographics to help users understand and navigate the platform's features. These resources provide step-by-step instructions and best practices for effective utilization.
Industry-Specific Training Modules: For clients in specific sectors, such as financial services, Glia provides tailored training modules. For example, the Intelliflo Glia Training program includes video introductions that offer a comprehensive understanding of how to leverage Glia features to enhance digital advisor interactions.
Glia ChannelLess Architecture implements a comprehensive security framework to protect data, encompassing infrastructure, application, and personnel measures.
Infrastructure Security:
Hosting Environment: Glia is exclusively hosted on Amazon Web Services (AWS), inheriting AWS's robust control environment, which includes certifications such as SSAE-16 SOC 1, 2 & 3, ISO/IEC 27001, and FedRAMP/FISMA.
Data Encryption: All data is encrypted both in transit and at rest, ensuring that sensitive information remains protected during transmission and storage.
Intrusion Detection: A 24/7 intrusion detection system is deployed atop AWS, complemented by daily manual log reviews to monitor and respond to potential security threats.
Application Security:
Secure Development Practices: Glia follows a Test-Driven Development TDD process, incorporating both manual and automated security checks based on OWASP application security principles.
Security Controls: The application employs multiple security controls, including defense in depth, a positive security model, fail-secure mechanisms, least privilege access, intrusion detection, end-to-end encryption, and masking of Personally Identifiable Information PII.
Regular Penetration Testing: Third-party penetration testing is conducted regularly to identify and address potential vulnerabilities.
Personnel Security:
Dedicated Security Team: Glia has dedicated staff responsible for security across the organization, continuously trained and certified in information security, risk management, and service delivery.
Employee Screening and Training: All employees undergo background checks and receive initial and ongoing security training and testing to maintain a security-first mindset.
Access Controls: Access to systems is controlled via two-factor authentication, logged, and operates under least privilege principles to minimize potential security risks.
Compliance and Certifications:
Glia security measures are validated through third-party assessments, achieving compliance with:
SOC 2 Type 2: Ensuring robust controls over data security, availability, processing integrity, confidentiality, and privacy.
Payment Card Industry Data Security Standard (PCI DSS): Protecting payment card information through stringent security standards.
Glia ChannelLess Architecture outlines clear policies regarding data ownership and portability to ensure clients maintain control over their data.
Data Ownership: Glia Terms of Service, clients retain ownership of the electronic data or information they submit on the Glia Platform, referred to as Customer Data. This encompasses all data that clients input or generate through their use of the platform.
Glia ChannelLess Architecture operates under specific terms and conditions regarding contract renewal and cancellation, as outlined in their Terms of Service. Key points include:
Contract Renewal:
Automatic Renewal: Unless specified otherwise in the Order Form, each initial term of an Order Form will automatically renew for additional one-year periods.
Notice of Non-Renewal: Either party can prevent automatic renewal by providing written notice of non-renewal at least sixty (60) days before the end of the current term.
Contract Cancellation:
Termination for Breach: Either party may terminate the agreement if the other party breaches any terms and fails to cure the breach within thirty (30) days after receiving notice. In cases of non-payment, the cure period is ten (10) days.
Payment Obligations: Upon termination, the customer is responsible for paying all fees incurred up to and including the effective date of termination.
Glia ChannelLess Architecture adheres to several key compliance standards to ensure data security and regulatory alignment:
SOC 2 Type 2: Glia has achieved SOC 2 Type 2 compliance, demonstrating robust controls over data security, availability, processing integrity, confidentiality, and privacy.
Payment Card Industry Data Security Standard (PCI DSS): The platform complies with PCI DSS, ensuring the protection of payment card information through stringent security measures.
HIPAA/HITECH Type 1: Glia meets HIPAA/HITECH Type 1 standards, safeguarding protected health information in compliance with healthcare industry regulations.
