Glance Networks

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Glance Networks
Private
Industry Business software
Founded 2000
Headquarters Arlington, Massachusetts
Key people
Rich Baker, Founder & CTO, Tom Martin, CEO
Products Visual engagement & collaboration
Website http://www.glance.net
Footnotes / references
[1][2]

Glance Networks is software company headquartered in Arlington, Massachusetts. The company's technology is referred to as a "visual engagement platform" that combines cobrowse, agent video, and screen share into a tool for call center and customer support agents to interact with customers. "Visual engagement" has been described by analyst firm Forrester Research as a way to "to cut through the customer conversation clutter, to be better understood, and to connect emotionally".[3]

Glance's technology enables agents to see their customer's web browser page or tab, but unlike screen sharing, Glance's cobrowse security and privacy settings mask sensitive or confidential information and only allow the agent to view the authorized web site. The company states that it has integrations with customer relationship management (CRM) providers and other solutions such as Salesforce, Microsoft Dynamics, Genesys, SAP, and Zendesk.

Overview[edit]

The company was founded by Taylor Kew and Rich Baker. In January 2013, Tom Martin joined the company as Chief Executive Officer.[4]

Technology[edit]

Glance's "visual engagement platform" blends a customer's existing voice and chat functionality with cobrowse, agent video, and screen share tools. Typically, Glance is deployed alongside a customer relationship management (CRM) tool, such as Salesforce or Microsoft Dynamics.

Glance states that its technology is certified to comply with HIPAA, PCI DSS Level 1, EU-U.S. Privacy Shield, and Swiss-U.S. Privacy Shield.[5]

Glance is designed as a web-based, cross-platform cobrowse application with several levels of redundancy that are both physical and electronic. Glance operates out of two two geographically distinct colocation centers in the Mid-Atlantic and Northwest regions of the United States. All Glance data centers are fully compliant with the SSAE 16 SOC Type 2 reporting requirements as defined by the American Institute of Certified Public Accountants.

In addition to working within Microsoft Windows and Linux, Glance supports Mac OS-based systems.[6][7][8]

  • In September 2016, Glance Networks' site states 23 patents submitted.[9]
  • In April 2015, Glance Networks announced that it has 20 patents approved, pending, or submitted.[10]
  • In November 2013, Glance Networks Announces Availability of Panorama for Salesforce.com's Sales & Service Cloud.[11]
  • In January 2012, Lucid Meetings integrated Glance's service as part of its offering.[12] Lucid users integrate Glance sessions into their own meetings allowing participants to share their screen to any desktop or mobile device.

Awards[edit]

  • In 2016, Glance Networks received the 2016 Salesforce Partner Innovation Award.[13]
  • In 2016, Glance Networks was named a finalist for in the 2016 MassTLC Leadership Awards for Best Use of Technology in Cloud.[14]
  • In 2016, Glance networks was awarded the 2016 CUSTOMER Magazine Product of the Year Award.[15]
  • In 2010, Glance Networks was named in Lead411's Hottest Boston Companies List.[16]
  • In 2009, Glance Networks was ranked 56th in the Boston-Cambridge-Quincy, Massachusetts and New Hampshire region.[17]
  • In 2007, the company received an award from the Small Business Technology Magazine as "Product To Watch For 2006".[18]

References[edit]