Getting a Glance of Visual Engagement
At its recent analyst conference, Glance Networks provided updates of its video engagement platform aimed at improving the customer experience and helping businesses deliver more personalized and efficient interactions to customers. Analysts also got a sneak peak and demo of Glance’s new Advisory Services program, which was just announced.
For those of you not familiar with Glance, the company’s cloud-based visual engagement platform is used to create digital experiences that rival in-person experiences, enabling customer care agents and customers to better engage by using agent video, cobrowsing, and screen sharing. Used for customer service and sales, as well as advisory services, Glance’s video engagement tools let customer service agents “see, show, and share” with customers on any platform. Glance can be considered an over-the-top solution as it works with and integrates with Avaya, Cisco, Genesys, and other contact center products and services, and leverages Twilio to provide voice services. Glance also integrates with the major CRM platforms, such as Salesforce, Microsoft Dynamics, Zendesk, and Service Now.
At the event, CEO Tom Martin discussed how visual engagement improves digital interactions, resolves customer frustration, drives key business outcomes, and builds customer loyalty. As he explained, “Visual engagement is not a product or feature, it’s what we do.” Focusing on financial services, insurance, healthcare, high tech, luxury retail, and hospitality organizations, Glance’s “in-the-moment visual engagement improves critical digital interactions between agents and customers to help enterprises create customers for life.”
While Glance’s platform has primarily been used in contact centers for customer service-types of applications, the company introduced a new Glance For Advisory Services Program aimed at businesses that rely on delivering consultative services that are fee-based or designed to grow customer portfolio value. For example, financial services companies can use the service to enable advisors to present proposals and help clients complete digital transactions.
I had the opportunity to speak with Martin to discuss Glance and the new Advisory Services initiative. In this video interview, Martin describes Glance and how it differentiates itself, what visual engagement is all about, and how customers like Intuit TurboTax use Glance to improve customer interactions.
Glance is well-positioned to take advantage of the increasing focus on customer experience, as well as the growing acceptance of video and cobrowsing to help reduce customer effort and deliver improved results.