Integrations

You can integrate Glance with any system, CRM, CCaaS, or custom workplace solution used to interact with customers.

You can set up an integration to detect if customers are logged into their online account to instantly connect a Glance session without needing a session code or any additional steps. You can also proactively start Cobrowsing sessions when conditions are right by leveraging business intelligence, routing rules, AI signals, or customer preferences.

Each Glance session can be automatically logged as an activity in the integrated system to report out on key performance indicators and usage metrics.

User-facing integrations

You have several choices for integrating Glance seamlessly with your user-facing systems. You can:

• Configure Glance to integrate with:
  • Salesforce
  • Genesys
  • Amazon Connect
  • Five9
  • Twilio Flex
  • Universal Connector for custom systems
• Configure our products to integrate directly and tightly with your organization’s IT systems. For this purpose you can use:
  • Service Target URLs (STUs), hyperlinks to give your users quick access to Glance.
  • Login Keys, a way to use an API key to authorize your users.
  • Glance NPM Package, a react-based plugin that allows developers to create agent-side integrations into Glance.

Single Sign-On

You can set up single sign-on to Glance for your users. Glance works as a SAML Service Provider (also known as a Federation Services Relying Party when integrating with Microsoft Windows Active Directory).

User Account Provisioning

To manage your Glance user accounts you can integrate Glance’s APIs into your back-end systems. You can provision (that is, create and delete Glance accounts for) your users. To do this, you can:

• Use our user provisioning API.
• Use the autoprovisioning capability (also known as just-in-time provisioning) of Glance’s SAML Service Provider implementation.

Data and Analytics

The Customer Records Retriever (CRR) is a public-facing HTTP interface for Glance customers to retrieve data related to their product activity. Refer to this page for detailed information.