A Practical Model for Platform Enablement: The Glia - Master of Code Global Story

The Structure Behind Our Partnership with Glia

Depending on the need, we step in to design, build, consult, or scale development efforts. Here’s how that cooperation is structured today.

1. Custom Projects for Platform Clients

Some customers of Glia require capabilities beyond what the core platform offers out of the box. In these cases, Glia brings us in as a trusted expert to deliver that extra layer of customization.

We work directly with the client: running discovery, clarifying scope, and building tailored solutions that integrate smoothly with the platform. This includes everything from chatbot builds and conversation design to feature add-ons and integrations. This setup allows Glia to say “yes” to more client needs, without stretching their internal roadmap.

Examples of such projects include:

• An American financial services holding company: Delivered a Train the Trainer program that included four Conversational Design and four Technical workshops, enabling the client’s team to build chatbot scenarios and solutions. Followed by two years of support and additional repeated training on Conversational Design.
• An American wealthtech with an integrated suite of fully connected, disruptive technology and investment solutions on an open architecture platform: Designed flow and prepared NLP intents for a routing bot that connects end users with the appropriate financial advisor.
• US member-owned, not-for-profit financial cooperative: Migrated historical call recordings from Vonage to the client’s internal storage environment.
• Radiant Credit Union: Built a solution for sending batch SMS messages to multiple users via the platform, using file-based input.

2. Dedicated Professional Services Technical Partner

Master of Code Global operates as a supporting professional services technical partner within Glia’s own delivery pipeline. Glia’s internal team handles communication and scoping with the end-client as well as deployment and support, while Master of Code Global manages the development, testing, and documentation.

Our work is made to match all high Glia standards, including high test coverage and alignment with security and performance best practices. This ensures the client gets a seamless experience, while Glia retains full ownership and support of the final solution.

We’ve already delivered dozens of projects through this engagement set-up, ranging from bespoke bots to system syncs and integrations.

Who we’ve built for:

• Internal Glia systems and delivery tools.
• A leading financial institution serving Central America.
• US-based credit unions focused on regional banking and member-first experiences.
• A mission-driven Christian insurance organization based in the Midwest.
• A state-run insurer providing workers’ compensation services in the US
• One of Canada’s largest and most research-intensive public universities.

What we’ve delivered:

• Automated agent status synchronization with Microsoft Teams using webhooks.
• Post-call voice surveys to capture feedback without interrupting the caller experience.
• Caller authentication and screen pop integrations with backend systems.
• Refactored bulk SMS workflows moved to secure backend architecture.
• Virtual voice assistant for multi-step caller authentication and verification.
• Outbound voice call campaigns triggered from uploaded contact lists.
• AI-generated summaries of voice and digital engagements with API delivery.
• Digital triage and routing chatbot for multi-portal support.
• Bi-directional integration between the platform and external CRM systems.
• Transcript retrieval and handover from third-party IVA platforms.
• Synchronization of in-person visitor check-ins with digital engagement queues.

3. Co-Development of New Features

In cases where Glia wants to launch a new feature or explore a capability outside their core stack, we step in as a technical co-development partner. These are often complex or experimental components that require specialized skills, fast iteration, and close alignment with the internal team.

We typically collaborate closely with their product and engineering leaders, contributing to architecture decisions, taking ownership of technical execution, and providing documentation and deployment-ready builds. Our role varies based on need: from supporting Proof-of-Concepts (PoCs) to owning full development and DevOps pipelines.

A few examples of what we’ve built together:

• Implemented a two-factor authentication (2FA) feature using Twilio’s Verify API, designed to be open-source so Glia clients can self-host and manage the verification process independently.
• Developed two demo chatbots to showcase platform capabilities for financial and insurance clients, including flows for FAQs, booking, authentication, account info, live agent handover, and NLU.
• Created the initial framework using Electron for a cross-platform new pivot business app.

4. Outstaffing / Team Augmentation

To back their main engineering initiatives, Glia relies on Master of Code Global as its primary team augmentation partner. Over the years, we’ve provided skilled iOS, Android, Salesforce, and full-stack developers, as well as conversation designers. Many of them have stayed with the company long-term and become integral to Glianers.

These team members work directly with Glia’s internal squads and participate fully in their planning and delivery processes. Some started as part-time or temporary support and evolved into full-time, long-term roles based on performance and fit.