Glance can be embedded in any Salesforce object – Service Cloud, Sales Cloud, Experience Cloud, Financial Cloud, Health Cloud, etc. – so representatives never have to leave the context they’re working in to collaborate with a customer within a digital property. When the customer they’re working with is on the site, the Glance “Join” button turns orange, allowing the representative to launch a Glance session with just one click.

Constituents on your organization's or department’s digital property – a website, member portal, account, e-commerce site, mobile app, etc.– can request or be invited to a Glance in-brand collaborative session. They can use any browser or device and never have to download any additional software or share their personal information, ever. No session keys need to be exchanged. They receive a prompt to accept, and the representative joins them in the digital property to see what they are seeing. It simply works.

The Glance Guided CX platform leverages existing communication channels to start seamlessly from any interaction, allowing representatives and customers to switch easily between collaboration tools such as:

• Cobrowse
• Secure document share
• Navigation assist
• Remote assist
• Screen share
• Live one-, two-, or multi-way video
• Mobile camera share
• Mobile app share

These capabilities help organizations engage in guided issue resolution, consultative transactions, virtual training and onboarding, advisory services, and personalized sales assistance with their constituents, members, and taxpayers.

Glance supports stringent data privacy and security standards such as PII, HIPAA, GDPR, and ISO. Masking protects sensitive data from representatives’ view during cobrowsing sessions – including credit card or social security numbers. Masking can apply to text, form fields, buttons, and more, keeping PII from being communicated to ensure your constituents’ privacy and security. Available SAML and SSO technology adds additional layers of security to your representatives’ experience. Glance is proven to scale without a decrease in quality during mission-critical seasons such as open enrollment and tax filing.

Organizations can use video to personalize the collaborative experience even more. Constituents can meet face-to-face with public servants, administrators, clerks, or other government employees inside your existing websites, portals, or mobile apps. Glance Video leverages standard equipment onboard laptops, computers, and mobile devices, making connecting easy. Say goodbye to the time and overhead of typical video conferencing and embrace secure, fast, face-to-face online consultation.

Glance automatically records metadata for every Glance session launched from Salesforce and associates the session records with the Salesforce object. Glance session data can be used in any KPI dashboard or report with Salesforce or exported to external BI and reporting tools. This metadata helps you see how Glance improves service resolution, customer satisfaction, employee satisfaction, and more.