Glance (software)

Glance (software)
Name	Glance
Developer	Glance Networks
Released	2010
Latest release version	(varies)
Operating system	Microsoft Windows, macOS, Android, iOS
Genre	Remote assistance, Screen sharing, Customer engagement
License	Proprietary, commercial

Glance (software) is a commercial remote engagement and screen-sharing platform developed by Glance Networks. It provides cobrowse, screen sharing, and visual engagement capabilities to enterprises for customer support, sales, and contact center operations. The product integrates with CRM, contact center, and collaboration ecosystems to enable assisted digital experiences.

Overview

Glance is positioned in the enterprise software market alongside vendors that serve Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, and Oracle Service Cloud. It targets industries including banking, financial services, healthcare, telecommunications, and media where guided digital assistance complements customer journeys. The platform emphasizes low-friction connections initiated through links, emails, or in-app triggers while complying with standards referenced by PCI DSS, HIPAA, and SOC 2 auditors. Integrations commonly reference ecosystems like Amazon Web Services, Microsoft Azure, Google Cloud Platform, Cisco, and Avaya.

History and Development

Glance Networks was founded to address needs identified in deployments by enterprises using products from IBM and HP that required visual engagement beyond traditional Avaya and Genesys contact center voice solutions. Early adopters included large banking institutions that also used Fiserv and Fiserv's competitors; pilots were frequently run in partnership with consultancies such as Accenture, Deloitte, Ernst & Young, and KPMG. Over time, Glance evolved to interoperate with platforms like Salesforce Service Cloud, Zendesk Support Suite, and Microsoft Teams while incorporating capabilities similar to offerings from LogMeIn, TeamViewer, and Zoom Video Communications.

Features and Functionality

Core capabilities include cobrowsing, agent-initiated screen sharing, and visual engagement overlays compatible with deployments alongside NICE, Verint, and Genesys Cloud contact center infrastructures. Features commonly cited in product literature and analyst reports from Gartner and Forrester Research include browser-based sessions, mobile app screen sharing compatible with iPhone and Android devices, session recording aligned with standards used by Deloitte auditors, and API connectors for Salesforce, ServiceNow, and custom RESTful API integrations. Supplemental functionality often integrates with identity and access management platforms such as Okta, Ping Identity, and Azure Active Directory.

Architecture and Security

Glance’s architecture is designed for enterprise deployments leveraging cloud and on-premises components to interoperate with infrastructure from Amazon Web Services, Microsoft Azure, and Google Cloud Platform. Security posture claims compliance with SOC 2, HIPAA, and PCI DSS frameworks and often references encryption standards employed by NIST publications and IETF protocols like TLS. Session control, audit logging, and role-based access models are built to integrate with directory services from Microsoft Active Directory and federated identity providers including SAML and OAuth implementations. High-availability deployments are typically aligned with practices recommended by VMware, Red Hat, and Cisco in large enterprise settings.

Licensing and Editions

Glance is distributed under commercial licensing models that mirror SaaS and enterprise subscription tiers used by vendors such as Salesforce, Adobe Systems, and Oracle Corporation. Editions vary by feature set, including contact-center-focused tiers that compete with components from NICE, Five9, and Genesys, and digital sales tiers that align with packages offered by HubSpot and Adobe Marketo. Enterprise customers negotiate terms that may involve professional services from Accenture, Capgemini, and IBM Global Services.

Adoption and Use Cases

Typical use cases include guided sales demos for customers of Verizon, assisted onboarding for clients of Charles Schwab, and remote support for subscribers of Comcast. Contact centers at institutions such as Bank of America and Cigna have piloted visual engagement to reduce handle time and improve first-call resolution alongside workforce management systems from NICE and Verint. Digital transformation programs run by Accenture, Deloitte, and PwC have cited cobrowsing and screen-sharing platforms as part of omni-channel strategies incorporating Salesforce and ServiceNow.

Criticism and Controversies

Critiques of visual engagement platforms often focus on privacy, session security, and regulatory compliance concerns raised by consumer advocates and investigative reporting outlets that have examined tools in the same market as offerings from LogMeIn and TeamViewer. Privacy-focused organizations like Electronic Frontier Foundation have emphasized careful consent, logging, and transparency practices for screen-sharing tools. Analysts at Gartner and Forrester Research have noted competitive overlaps with products from Zoom, Microsoft Teams, and Cisco Webex', raising questions about vendor lock-in and integration complexity in large enterprises advised by firms such as McKinsey & Company and Boston Consulting Group.

Category:Remote desktop software