Glance has made its Guided CX platform available on the Five9 CX Marketplace, allowing Five9 users to conduct real-time, collaborative online sessions with clients.
"The combination of Glance and Five9 provides customers with a best-in-class experience for guided customer service from the cloud. The integration of Five9's breadth of customer channels and augmented handling, such as intelligent routing, AI, and proactive contact, with Glance's collaboration capabilities ensures the best conclusion to these interactions. Together, Five9 and Glance's technology provides for a maximum opportunity for success," says Kristine Hansen, Vice President of North American Sales & Strategic Partnerships, Glance.
With the integration of Glance's Guided CX platform, Five9 users can join consumers during critical CX encounters, promoting a collaborative "do it together" approach rather than the typical "do it yourself" manner. This feature is available either directly within Five9 Agent Desktop or when Five9 is integrated with other CRM systems, all while following rigorous privacy and security rules.
Glance's intelligent connect feature is a valuable tool for businesses looking to provide a one-of-a-kind and tailored customer experience. This functionality automatically starts Glance sessions depending on specific customer pain points, demands, or preferences, allowing for a seamless transition from chat or phone engagements to a live Glance session without the need for additional clicks or token transfers.
Moreover, Glance has provided communication between the Five9 and Glance systems, allowing for thorough reporting on interactions and business impact.
"Partnering with Glance enables us to offer a comprehensive solution that transforms customer interactions into collaborative experiences. By integrating Guided CX directly into the Five9 platform, we are providing our users with tools to deliver exceptional, real-time support," says Jess Shea, ISV Partner Manager, Five9.
