Quickly understanding customer issues and pain points is a critical step in expediting resolution and providing a valuable customer experience. Enabling your contact center agents to view a customer's screen, is an amazing way to get on the same page and resolve issues quickly.
Twilio Flex is partnering with Glance to provide customers with a validated integration for visual engagement sharing and collaboration. Glance Cobrowse enables agents to join customers on the website, web chat, or browser-based app. Agents can see the live browser session of the customer, gaining immediate understanding of the customer’s perspective. The agent can offer navigation guidance by highlighting elements on the customer’s screen.
Glance lets Twilio Flex agents initiate rich human-to-human interactions with digitally engaged customers. This solution works across all major browsers on desktop computers (PC or Mac) and mobile devices (Android or iOS), and needs no software downloads.
Within Twilio Flex, users can launch Glance to:
Securely join customers within any digital interaction
See what’s on a customers screen
Guide their navigation
Deliver digital consultations
Through Glance’s 1-Click Connect capability, your agents are visually prompted when a customer is present on your website or app. The Glance button in the Twilio agent desktop changes from blue to orange and the agent can connect with a single mouse-click.
Flexible Deployment Options
Twilio Flex customers have the flexibility to view the Glance Cobrowse window anywhere on their desktop. Want to view the Glance window in the CRM panel or on the right side of your screen? No problem! Twilio Flex customers can specify where the window should be displayed in the React Tree.
This integration provides Twilio Flex customers with tools to easily engage customers and help agents resolve issues quickly. Integrating Glance into Twilio Flex provides customers:
- Launch Cobrowse directly from Flex platform
- Utilize single sign-on
- Detect a customer’s presence on your website or application
- Interact with Agent Video
- Integrate with Twilio Web Chat, CRM systems, and more
Twilio Flex customers can integrate Glance into their contact centers today. To learn more about Glance’s integration for Twilio Flex, visit the Twilio Showcase or review the integration documentation.
Lehel Gyeresi is a Product Manager for Flex Integrations. His team focuses on expanding the Twilio Partners Ecosystem by enabling partners to build integrations on top of Flex and validating partner-built Integrations. Lehel can be contacted via email, lgyeresi [at] twilio.com.