GENESYS CCAAS
Add Glance to Genesys
Glance for Genesys helps you deliver in-the-moment, human guidance with one click from within Genesys Engage and Genesys Cloud CX. Representatives using Glance for Genesys can get face-to-face and hands-on with customers to build deeper trust, solve problems faster, train more effectively, support transactions, and provide personal guidance with the power of human connection.
Glance Guided CX Platform
Glance Guided CX is a suite of software capabilities designed to power collaborative, in-person experiences right inside your existing digital properties.
Cobrowse
With nothing to download and install, representatives simply see what your customers see and assist their navigation in your website or desktop app: securely, in-person, and in the moment.
Mobile App Share
Representatives join customers inside your mobile app - all customers do is accept a simple prompt - to see only what they’re seeing inside that app and guide their actions.
Video
Add live video chat to any Cobrowse or Mobile App Share experience to augment onscreen interactions with powerful, personal, face-to-face collaboration - right in your current website or app and with nothing for users to download or install.
Mobile Camera Share
With no app to install, invite customers or colleagues to share their mobile cameras and see what’s in their environment for troubleshooting, advisory services, or issue resolution.
Screen Share
Secure screen sharing technology from Glance lets representatives see any screen, browser tab, or app on a customer’s computer.
Unlock the power of Guided CX in Genesys
Frictionless Customer Engagement
Glance 1-click connect lets representatives launch a Glance session with one mouse-click from within the Genesys Cloud CX or the Genesys Engage legacy platforms. With Glance, your customers never need to download, install, log in, or share personal information to experience elegant, frictionless human-to-human customer engagement in digital spaces.
See, Understand, Guide
Once launched, representatives can see the browser or app screen of the customer to instantly meet the customer where they are in their journey. They can highlight on-screen content, guide customer navigation, assist with online processes, and securely share documents during support, onboarding, or training interactions.
Advise, Sell, Transact
Personalize the customer journey for human-guided selling, expert advice, and high-value transactions. Customer-facing employees, brand ambassadors, or third-party providers can instantly cobrowse on a webpage or mobile app, show their screen to the customer, and even engage over video – perfect for delivering in-the-moment sales presentations, demos, or virtual advisory sessions. You can even use Glance for remote troubleshooting, diagnosis, or visual verification.
Humanize Digital Engagement
A friendly face can make a huge difference when interacting with customers. Representatives can turn on video during a Glance session, invite customers to turn on their video (if they wish), or even bring multiple people into the Glance session as needed. Build trust, diffuse tension, and improve customer satisfaction scores with Glance Video.
Measure the Impact
Prove the ROI of humanizing digital customer experiences with Guided CX. Glance automatically records metadata for every Glance session launched from Genesys. Glance session data can be used in any KPI dashboard or report in Genesys or exported to external BI and reporting tools. This metadata helps you see how Glance improves case resolution, customer satisfaction, employee satisfaction, revenue, and more.
Maintain Security & Compliance
Enterprises trust Glance to meet security and privacy requirements. Our patented, proven technology prevents sensitive data from leaving the customers’ browser or app, blocks it from representatives’ view, and prevents sharing of unapproved content. SSO and SAML functionality is included in the Glance for Genesys integration for compliance with internal IT protocols.