The Glance Guided CX platform can launch immersive experiences from channels, such as voice, chat, and messaging, and enables agents to see what their customers see, join them right in their screen or phone app.
Glance’s Guided CX software and CX platform is now available on the Genesys AppFoundry, a marketplace of solutions for customer and employee experiences.
Glance enables Genesys Cloud CX users to bring human guidance to their websites and mobile apps while leveraging the workspaces agents use every day. The Glance Guided CX platform can launch immersive experiences from channels, such as voice, chat, and messaging, and enables agents to see what their customers see, join them right in their screen or phone app.
It also helps them navigate issues collaboratively through video, multi-participant cobrowsing, escalation to screen sharing, secure document sharing, remote assistance, mobile camera share, and more. Agents can launch a Glance session with one click from within Genesys Cloud CX digital agent workspace.
“Glance’s integration with Genesys goes far beyond basic cobrowse functionality,” said Chris Duncan, vice president of solutions engineering at Glance, in a statement. “Glance’s Guided CX platform provides data that can be viewed as part of the Genesys reporting Interaction Workspace details or used with the Genesys SDK for either real-time or historic reporting. Administrators can configure Glance directly within the Genesys interface, and Glance supports the security goals of organizations by offering SSO, SAML, or direct integration with Genesys login protocols for logging in to Glance.”
