The traditional model of customer service (often involving phone calls or emails) is evolving to meet the demands of modern consumers who increasingly prefer digital interactions.
It makes sense. Organizations should personalize customer experiences by understanding their unique needs and preferences.
That said, achieving this requires the right data analytics and specially tailored interactions. Glance's Guided CX platform, for example, allows businesses to join customers in real-time, collaborative online sessions, providing personalized assistance and guidance at the moment of need.
Now, the Guided CX solution is more widely available thanks to a partnership between Glance and Five9. Five9 is a provider of cloud contact center software, offering a platform for managing customer interactions across various channels. This collaboration will let Five9 users use Glance's Guided CX platform to facilitate real-time, collaborative online sessions with customers.
Five9 integrated Glance Guided CX into its Five9 CX Marketplace. This integration allows Five9 representatives to join customers within their digital properties, which transforms "do-it-yourself" interactions into "do-it-together" experiences. The full suite of Glance Guided CX features can be accessed directly from within Five9.
“By integrating Guided CX directly into the Five9 platform, we are providing our users with tools to deliver exceptional, real-time support,” said Jess Shea, ISV Partner Manager, Five9.
Organizations seeking to deliver exceptional, personalized customer experiences can benefit significantly from Glance's intelligent connect feature. This innovative feature automatically initiates Glance sessions based on the customer's specific needs, preferences or points of friction. By eliminating unnecessary clicks or token exchanges, this feature provides an efficient experience for customers.
To enable effective reporting on interaction and business impact, Glance established connectivity between the Five9 and Glance platforms. This integration allows organizations to gain valuable insights into customer behavior and the effectiveness of their CX strategies.
“The combination of Glance and Five9 provides customers with a best-in-class experience for guided customer service from the cloud,” said Kristine Hansen, Glance's Vice President of North American Sales and Strategic Partnerships.
The partnership between Glance and Five9 has the potential to redefine the way businesses engage with their customers. It has potential to increase customer satisfaction, loyalty and revenue.
Edited by
Alex Passett
