Transform Customer Experience

Be there when your customers need you

For over 20 years, the world’s largest and most security-conscious enterprises have trusted the Glance Guided CX™️ platform to power their human-focused CX strategies and help customers achieve their goals. Glance helps your team deliver in-the-moment, personal guided issue resolution, consultative transactions, expertise and advice, virtual training and onboarding, ongoing advisory services, consultative sales engagements, and more.

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Real-time, instant collaboration

Turn your mobile apps, portals, and websites into virtual collaboration spaces. The Glance Guided CX platform lets you transform “do it yourself” into “do it together” with human connections in moments that matter. No downloads, no meeting tools, no friction.

Wow-worthy branded experiences

Create experiences that are fully in your brand, connecting people right at that moment of need without disrupting their flow. Your customers and representatives stay in the digital journeys, workflows, and communication channels they are already in – no switching, no waiting, no time wasted.

The right collaboration capabilities you need when you need them

Your experts have a breadth of visual collaboration capabilities right at their fingertips from inside their daily workspace, including:

Cobrowse

With nothing to download or install, representatives simply see what your customers see live and assist their navigation in your account portals and websites, securely and in the moment. With multi-participant cobrowse, additional guests can be invited to join the session – the more the merrier.

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Mobile Collaboration

Let representatives and customers connect and work together while on the move or in the field, whether in-app, in a mobile browser, or through the device camera. With Glance's mobile collaboration capabilities, your human experts can guide issue resolution, consult on transactions, offer expertise and advice, give virtual training and onboarding, and more.

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Video

Add live video to enhance guided CX interactions with powerful, face-to-face human collaboration. One, two, or multi-way video options make collaborating with Glance a rich experience.

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Document Share

Customers and employees can securely share, view, navigate, and download files during a guided CX collaboration. Files can be pre-loaded for employee use and/or stored locally for frictionless customer engagement.

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Screen Share

With nothing to download, no friction, and no lag time, employees or customers can share anything on their desktop. With Glance, moving between cobrowse and screen share is seamless, so you can work together until the issue is resolved, the question is answered, or the desired outcome is achieved.

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Remote Assist

When customers need extra help, customers can grant employees permission to help with items such as securely filling in web-based forms. Control what employees can do on behalf of customers and restrict binding actions such as form submissions, agreements, etc.

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Easy for everyone, works everywhere

Representatives can start human-guided digital engagements with customers from any CRM, CCaaS, or custom desktop system. Glance leverages the tools, processes, and communication channels you already have in place, including routing and escalations, making adding collaboration to your interactions easy. Customers can use any browser or device and don't need to exchange a session key. It’s that seamless – Glance helps you create a consistent customer experience across any channel, business unit, department, or strategic partner.

Integrate and embed into your existing infrastructure

Bring Glance’s session controls into desktop surfaces, including the most popular CRM and CCaaS solutions and/or your proprietary systems. If you choose, use our APIs and SDK libraries to embed Glance into your systems in the way you want and into the products you bring to market. Visit our integrations page to learn more.

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Intelligent connection with rules-based human engagement

Give your experts one less decision to make and improve your business efficiency. You can proactively start collaboration sessions when conditions are right by leveraging business intelligence, routing rules, AI signals, or even customer preferences. Not ready for that level of automation? That’s okay. You can still leverage our detection capabilities and signal for a representative to start the collaboration with just one click at their discretion.

Trusted by enterprises

Glance supports stringent data privacy and security standards, maintains annual compliance with ISO/IEC 27001 and SOC 2 Type 2, and is verified by our Fortune 500 customers, including Financial Services, Banking, and Insurance. Glance is proven to scale without a decrease in quality during business-critical seasons such as holiday shopping, open enrollment, and U.S. tax filing. Visit our Trust Center for more information.

Prove business impact

Glance provides easy-to-access APIs that allow you to export Glance session details to analyze the ROI on what users are assisting customers with. Integrating Glance within your CRM, CCaaS, or custom systems allows you to combine interaction data with business data, enabling deeper and more meaningful business analysis to help you understand Glance's revenue impact and value-based operational efficiencies.