Remember watching TV in the 1990s?
You’d kick back, grab your remote, and start flipping channels—sometimes for hours. By the time you found a show worth watching, it might already be halfway over.
Then TiVO changed everything.
In 1999, the revolutionary digital video recorder (DVR) let viewers watch any channel at any time, offering control unmatched by cable. Gone were the days of being restricted by someone else’s schedule—TiVO let you create your own (and skip all those annoying commercials along the way).
Soon, services like on-demand cable offered even more control—with a catch.
Think back to visiting a friend’s house and seeing a pile of remote controls lying on the coffee table: TV, DVR, DVD, receiver, and so on. More devices offered more choices—and more complexity. While working your own at-home entertainment system was hard enough, navigating a friend’s was near impossible.
Fast forward to today.
Streaming has, once again, changed the way we watch—this time for good. In the streaming age, you’re in control of not only what you watch and when you watch it, but where and how you watch it, too. From TV to laptop, from tablet to phone, there are no more barriers—just windows of opportunity.
What does this all mean for your contact center?
It’s a whole new ballgame.
How Streaming Has Changed The Game
I’m a big New York Knicks fan.
For those who don’t follow the NBA, last year was only the second time in over a decade that the Knicks advanced to the Eastern Conference Semifinals. After four games against the Indiana Pacers, the series was tied at 2-2. Then the critical Game 5 happened—on a day I had to travel.
Thanks to our streaming world, I didn’t miss a minute.
I watched the opening tip-off at my house by streaming ABC through my Apple TV. When it was time to head to the airport, I watched the second quarter on my phone in the back of an Uber.
During halftime, I made my way through security before catching the 3rd quarter on TV at an airport bar.
Then, it was time to board my flight.
While our plane crossed the Atlantic, I watched the Knicks cruise to victory on my laptop, propelled by a dominating fourth-quarter performance.
After the final buzzer sounded, I took a second to marvel at what had just transpired—not just the game, but the way I watched it:
Four quarters, across four different screens, for one uninterrupted experience.
It was a possibility enabled only by our fully seamless world—and it has major implications on how you should approach your contact center in 2025 and beyond.
Customer Interactions In The Streaming Age
Millions of people around the world have stories like the one I just shared—Knicks fans or not. In our always-on world, people expect seamless experiences. They want to be in control at every step. And they want things to be easy.
Doing business with your company is no exception.
Customers want to connect with you on their terms—on any device, at any time, no matter whether their challenges are big or small.
But while customer expectations have changed, many financial institutions have struggled to keep pace. The lag leaves contact center leaders in a hard place. While updating legacy systems may seem complex, the stakes are simple: Adapt to changing customer expectations or risk being left behind.
We’re here to help.
Boldly Go Forward With ChannelLess® Technology
At Glia, we’ve been hard at work building technology to enable the fully connected experience today’s customers expect. As a first-of-its-kind solution, we created a brand new name for it—one that encapsulates how it goes beyond omnichannel by eliminating channel switching altogether:
ChannelLess.
ChannelLess architecture is more than a clever marketing play or fluffy jargon. It’s what makes Glia unique—and empowers companies to meet emerging customer expectations for seamless experiences.
For leaders, ChannelLess architecture breaks down the walls between traditionally siloed customer service solutions—phone, voice, Digital Customer Service, chat, Responsible AI, and more.
By unifying these previously disconnected solutions, ChannelLess architecture offers the fully seamless experiences your customers want—no matter their channel, device, or challenge.
Flipping back to the TV analogy, going ChannelLess is what enables your company to become a Netflix in a world of Blockbusters.
See The Future With Glia
Showing someone their first Glia demo is one of the best parts of my job. Time and time again, people follow up their demo with the same question:
“Why isn’t this EVERYWHERE?”
Then they’ll relay a horror story about navigating a billing snafu, receiving complex technical support over the phone, or trying to solve an airline nightmare—the type of fragmented, frustrating customer service experience that Glia helps financial institutions leave behind.
Their story usually ends the same way: “I wish that company used Glia.”
Your company can help customers tell stories with happier endings.
Want to see how? We’d love to show you. Book a demo today to see how you can use our ChannelLess architecture to offer uninterrupted customer experiences and boldly lead your business forward.
