Customers maintain complete control over what they share during a Glance session. They can select from three sharing options: their entire screen, a specific application window, or a single browser tab. This granular control allows customers to show only what's relevant to the support interaction while keeping personal applications, notifications, and unrelated content private. The customer initiates and can end the sharing session at any time, and representatives cannot access anything outside the designated shared area. This approach respects user privacy while still enabling effective collaboration on the task at hand.

Glance's screen sharing works across devices, including mobile phones and tablets, without requiring app downloads. Customers using iOS or Android can share their mobile screen directly through their browser when a representative initiates a session. This cross-device capability proves particularly valuable when troubleshooting mobile apps or helping customers complete transactions on smartphones. The experience remains consistent whether the customer starts on desktop and switches to mobile or begins the interaction on a mobile device. Representatives see the mobile screen in real time with the same high-definition quality available on desktop sessions.

Representatives can initiate a Glance screen sharing session in seconds directly from their existing workspace. Because Glance integrates with CRM platforms like Salesforce and contact center solutions like Genesys Cloud, representatives launch sessions without switching applications or navigating complex setup processes. Customers receive a simple prompt in their browser and can begin sharing with a single click. There are no downloads, plugins, or account creation steps required. This zero-friction approach means the transition from a voice or chat conversation to visual collaboration happens almost instantly, keeping customers engaged and reducing the time spent on technical setup.

Glance provides APIs that export session data into business intelligence and reporting tools for comprehensive ROI analysis. Organizations can track metrics tied directly to screen sharing usage, including resolution times, customer satisfaction scores, and conversion rates during assisted sessions. When integrated with CRM or contact center platforms, Glance data combines with broader customer journey information to reveal patterns like which interaction types benefit most from visual collaboration. The documented enterprise outcomes include a 20% reduction in average handle time, a 10% improvement in first contact resolution, and a 40% increase in lead conversion rates. These measurable results help teams justify investment and optimize when and how they deploy screen sharing capabilities.