Glia, a leader in enterprise Digital Customer Service solutions, announced that it has been named in Gartner’s recent report, The 2020 Gartner Market Guide for Digital Customer Service and Support Technologies as a Representative Vendor for providing Digital Customer Service and Support Technologies solutions.

With current world events changing the way all business is conducted, enterprises need tools to quickly address situations where both customers and service representatives are working remotely, and customers are forced to do more and more online. With this new reality, Gartner’s Brian Manusama and Nadine LeBlanc state that “By 2025, 40% of customer service engagements will be handled in the first contact through self-service or assisted service, with no need for opening a ticket or case.”

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Dan Michaeli, Co-Founder, and CEO of Glia, said; “As one of the original innovators in the development of Digital Customer Service, Glia is very pleased to see that Gartner has covered this market category. As businesses strive to provide a seamless and flexible customer journey experience, the ability of customer service and sales teams to harness digital channels is becoming increasingly important. Glia is delighted to be helping many major enterprises with their rapid transformation to a digital-first approach for supporting customers, and we continue making major investments to keep us at the forefront of this emerging market.”

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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