Glance, a leader in Guided CX™ solutions, announced its partnership with Five9, the intelligent CX platform provider. Glance is now available on the Five9 CX Marketplace, enabling Five9 users to harness Glance’s Guided CX platform to join customers in real-time, collaborative online sessions.
Five9 is a leading provider of cloud contact center software. With Glance Guided CX, representatives using Five9 Agent Desktop or Five9 with other CRMs can join customers in digital properties, transforming “do it yourself” into “do it together” engagements during CX moments that matter. The full breadth of Glance Guided CX capabilities can be accessed from within Five9 while maintaining stringent privacy and security standards.
Organizations aiming to deliver a differentiated, personalized customer experience can leverage Glance’s intelligent connect feature. This feature auto-starts Glance sessions based on the end users’ specific points of friction, needs, or preferences. It provides customers with an expedited and seamless experience, effortlessly transitioning them from chat or voice interactions to a Glance session without unnecessary clicks or token exchanges. For reporting on interaction and business impact, Glance has also created connectivity between the Five9 and Glance platforms.
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“The combination of Glance and Five9 provides customers with a best-in-class experience for guided customer service from the cloud,” says Kristine Hansen, Glance Vice President of North American Sales & Strategic Partnerships. “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.”
“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.
SOURCE: PRNewswire