Making the Most Important Parts of YOUR Job Easier, and (Here’s a Twist) More Fun With Exec AI!
Who remembers those UPS commercials from a few years back, “What can brown do for you?” It was a personal message to business leaders that partnering with the right logistics company can have a huge impact on your own success. As a marketing concept, it worked pretty well–the 10 year return on UPS stock is over 61%.
Now, in 2025 it’s time for another question: “What can AI do for you?” But in this case, we don’t mean your organization, we mean you personally. You.
If you’re an executive whose responsibilities include managing the teams that interact with your customers (and potential customers), there are elements of your job that are absolutely critical. Your analysis and leadership is the key factor in whether your organization will grow and prosper. And until now, you’ve had to do most of the hard work yourself.
But what if you didn’t have to? Wouldn’t it be great to have a new executive AI solution that can gather mountains of data, crunch all the numbers, and make strong suggestions about important strategic decisions that you are personally responsible for making?
That’s what AI can do for you–generate custom visual reports and dashboards that give you the most complete picture you’ve ever had to work with.
Introducing Exec AI: Glia’s Executive AI Solution
Glia is proud to be the pioneer of a new suite of analytic tools that reimagine contact center performance management for the new AI era we now live in. Using the data that’s already available through the ChannelLess® Glia Unified Interaction Management (UIM) platform, you can now generate instant reports across a wide variety of your most important areas of responsibility with executive AI solutions:
- Economic data and efficiency: Weekly and monthly reports
- Workforce planning: Staffing, labor costs, and backfilling open positions
- Team and individual performance: The driving engine of your interaction strategy
And here’s the really good news: These executive AI solutions require no additional expertise, you can learn how to use them in a few minutes, and you don’t have to ask anyone else to do anything to help you. For the first time ever, you’re in total control.
How It Used To Be
Traditional CCaaS quality and performance tools were built with last-gen technology; therefore, they weren’t designed for a unified interaction strategy. Data is typically siloed across multiple systems and sources that were never meant to communicate with each other. Getting information about your customer interactions often means creating laborious assignments for a team of analysts who then have to comb through thousands of manual call reviews.
The tools themselves (up until now) have been hard to navigate, meaning there are likely only a small group of people within any company who know how to use them. And if any of those people end up leaving your company, that leaves you in the lurch.
Three New Analysts Who Are Willing to Work 24/7/365
Glia’s executive AI solution — Exec AI, the newest addition to the Cortex AI suite, includes 3 primary features that represent the next step in the evolution of contact center performance management. All three analysts share one powerful capability— instant answers to your toughest questions. Here’s what each AI analyst can do and examples of questions you can ask:
Forecast AnalystGPT
Answers questions about workforce planning and predicting future staffing needs without complex tools or specialized knowledge:
- “What is our expected interaction volume for next week, broken down by issue type and interaction type?”
- “How will our staffing needs change if we acquire XYZ company?”
- “What preparations will we need to make based on increased volume if we roll out changes to our online banking platform?”
Quality AnalystGPT
Answers questions about your interaction data to generate performance management and quality insights:
- “What are the top-5 challenges our customers contacted us about last week?”
- “What are the key issues customers are reporting with our online application process?”
- “What was our abandonment rate last week, by queue?”
Insights AnalystGPT
Answers questions about the interaction performance of any frontline team, any individual frontline employee or any specific customer issue type:
- “What was our maximum wait time by hour over the past 30 days?”
- “What was our average handle time last year on the Friday after Thanksgiving from 12 noon to 3pm?”
- “Which of our CSRs is creating the best quality interactions with our newest customers?”
There are no limits to what you can ask, or how many times you ask. These 3 Exec AI analysts are tireless, and the more questions you throw at them, the more they learn. You can even ask the broadest questions like, “What are the fastest things we can do right now to reduce our overall operating costs?” and you’ll get a list of well-thought-out suggestions. Even if you were to implement only 1 or 2 of them, you’d still be way ahead of the game.
Who Benefits Most From Next-Gen Contact Center Performance Management?
That’s a tougher question, because as your contact center evolves, so does the way Exec AI can support you. If you leverage Exec AI throughout all management functions, the benefits will be numerous and widespread. Including:
- Grow your bottom line: Lowering your overall cost-to-serve through increased efficiency should make you a hero to your CEO and CFO.
- Increase job satisfaction and engagement among your frontline supervisors and employees: Better management of your workforce management means fewer hours when your contact center is getting slammed and the queue is out of control. That takes a lot of pressure off your CSRs, and permits them to have higher quality interactions.
- Provide better customer experiences: Long wait time only to finally connect with a beleaguered rep is the very definition of a high-effort experience, which we know leads to friction, frustration, and disloyalty. With Exec AI, you can easily see opportunities to strengthen interactions that drive customer loyalty.
- Enhance your own job performance: When you can recognize immediate opportunities to improve, and then implement them, you’re doing the highest quality work you’ll ever do in your current position. That’s the kind of track record of success you’d be proud to bring to your next performance review. It might even lead to your next position, following a well-deserved promotion.
Ready to see how Executive AI can revolutionize your decision-making? Schedule a demo today and discover what AI can really do for you.
