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Glance

Score8 out of 10

4 Reviews and Ratings

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What is Glance?

Glance is a conferencing platform focused on customer engagement through visualization and collaboration.

Categories & Use Cases

Reviews

What users are saying about Glance.
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Screenshare at a Glance

Incentivized
Verified User
Administrator in Customer Service (1001-5000 employees employees)

Pros

  • The speed at which our agents can connect to the customer is amazing.
  • The simplicity of integrating Glance with our CRM was great.
  • The ability to track agent usage in the CRM and Glance admin portal has been helpful with reporting and tool utilization.

Cons

  • We would like more reporting features and more granularity with what we see.
  • We would like to schedule our own reports.
  • We would like more control over the user templates.

Return on Investment

  • Glance has reduced the amount of time an agent spends on a single call by nearly 30%. This reduction in time has helped us attend to more customers and more quickly.
  • The speed at which our agents picked up this tool speaks to the ease of use and integration of Glance.
  • Overall, this has helped our team managers train their teams on the product more efficiently.

Other Software Used

Zoom, Cisco Jabber, OneNote

Glance at a glance: easy to implement and support

Incentivized
Verified User
Manager in Information Technology (11-50 employees employees)

Pros

  • Being able to start a meeting right from your task bar with minimal clicks is key for great customer service.
  • The ability to customize our support domain makes it an easy address to verbally give the customer.

Cons

  • It would be nice to have a calendar plug-in that provides meeting details to the client.
  • While meetings are easy to start, having the ability to loop in a 3rd party into the same meeting would be nice.

Return on Investment

  • Our customers are very happy with the ease of the application.
  • Pricing can be a bit high. It helps to ask for a pricing review every once in a while.

Alternatives Considered

Microsoft Teams, Skype for Business (formerly Lync), Google Hangouts, GoToMeeting, GoToAssist SeeIt and Join.me

Other Software Used

Microsoft Office 365, OnBase by Hyland, Insightly

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