Enhancing Customer Experience with Glance Cobrowse for Microsoft Dynamics 365

The rapid digital transformation of customer service continues to reshape how organizations engage with their customers, and visual collaboration technologies are finding new momentum within enterprise environments. Glance, a longstanding leader in cobrowsing and visual engagement solutions, has taken a significant step by announcing that its Glance Cobrowse for Microsoft Dynamics 365 Contact Center is now available on Microsoft AppSource. This development marks a noteworthy convergence of real-time visual collaboration with Microsoft's AI-powered contact center capabilities, promising to elevate the standards for digital customer experience (CX) across regulated and customer-centric industries.

The Evolution of Visual Collaboration in Digital CX​

For over two decades, Glance has been recognized for pioneering technology that enables customer service agents to interact visually with users—working together in-browser or via apps to solve problems in real time. As organizations across sectors—most notably in financial services, insurance, and healthcare—move away from impersonal chatbot scripts toward more context-aware support, Glance’s cobrowsing offering resonates strongly with the need for high-touch, empathetic engagements.
The integration with Microsoft Dynamics 365, a leading platform for customer relationship management (CRM) and contact center operations, extends these capabilities directly into a core digital workflow. This means frontline agents can launch cobrowse, screen sharing, and live video sessions from within the familiar Dynamics 365 workspace, allowing a unified and fluid support experience without toggling between disparate applications.

The Strategic Importance of AppSource Integration​

Microsoft AppSource serves as a trusted cloud marketplace for business applications, helping enterprises find vetted, industry-specific solutions that meet stringent security and compliance requirements. By being listed on AppSource, Glance Cobrowse gains both technical and commercial validation. Jason Graefe, CVP of Microsoft’s ISV and Digital Natives team, highlighted that AppSource is now transacting tens of billions of dollars a year, signaling strong enterprise adoption and confidence in marketplace-vetted solutions.
From a procurement perspective, inclusion in AppSource streamlines both discovery and purchase processes, enabling enterprise IT teams to adopt Glance Cobrowse with confidence in licensing, support, and long-term interoperability with their broader Microsoft ecosystem.

Deep-Dive: Key Benefits and Technology Features​

Let’s examine the specific features and value propositions that differentiate Glance Cobrowse for Microsoft Dynamics 365 Contact Center:

1. Real-Time, Human-Led Collaboration​

At a time when AI-driven automation is on the rise, industry thought leaders stress that empathy and nuanced human connection are irreplaceable for complex service interactions. Glance bridges this gap by allowing agents to engage customers with:

• Cobrowsing: Joint navigation of web applications, forms, and resources with live pointer control and annotation capabilities.
• Screen Sharing and Video Chat: Seamlessly escalating from cobrowse to richer video sessions for troubleshooting or personalized guidance—all initiated without leaving the Dynamics 365 interface.

This embedded functionality ensures that the customer experience feels integrated, not fragmented—a critical differentiator in digitally native customer journeys.

2. AI-Enhanced Guidance with Microsoft Copilot​

What makes Glance’s Dynamics 365 integration particularly modern is its use of Microsoft's Azure AI and Copilot capabilities. Here, Glance Cobrowse is not simply a visual overlay but intelligently aligned with:

• Agent Suggestions: AI-powered prompts within Dynamics 365 surface next-best actions, relevant knowledge articles, and context-specific scripts based on real-time conversation cues and sentiment analysis.
• Intelligent Connect: Glance’s AI can auto-trigger collaboration moments—routing customers to the right agent at critical junctures, such as during form completion or transaction troubleshooting.

Combining AI prediction and human assistance, this hybrid approach aims to resolve issues faster while retaining the trust-building touch that only live agents can provide.

3. Security and Compliance for Regulated Industries​

The migration of customer service to digital channels raises pressing concerns about data security and privacy, especially in sectors governed by strict regulatory frameworks. Glance addresses these with:

• Certifications: ISO/IEC 27001 and SOC 2 attestations, signaling robust information security management and operational controls.
• Enterprise-Grade Architecture: Fine-grained access controls, session logging, redaction capabilities, and adherence to privacy-by-design principles to support compliance with data protection laws like GDPR, HIPAA, and others.

This focus on trust and transparency has made Glance a preferred solution for some of the world’s largest banks, insurance carriers, and healthcare providers.

4. Cross-Channel Consistency​

Customer journeys today span web portals, native mobile apps, chatbots, social platforms, and voice channels. Glance Cobrowse’s cross-channel architecture ensures that visual collaboration can be invoked anywhere—guiding users through loan applications in a banking app or troubleshooting policy claims on a web portal—with no loss of context or service continuity. Dynamics 365’s contact records and interaction history are updated in real time, preserving a unified CX record.

5. Revenue and Loyalty Outcomes​

Unlike passive screen sharing or traditional remote support, Glance emphasizes proactive engagement that drives business value. During cobrowse sessions, agents can pivot from support to consultative upselling—offering product recommendations, generating cross-sell opportunities, or addressing abandonment risks in high-stakes digital transactions. This ability to influence outcomes positively aligns with enterprise goals to improve retention, customer lifetime value, and service reputation.

Strengths: Why Enterprises are Embracing this Integration​

Seamless User Experience​

By embedding all collaboration tools directly within Dynamics 365, organizations eliminate swivel-chair workflows and cognitive burden for agents. The single-pane-of-glass approach makes it easier for IT to enforce security, for supervisors to monitor interactions, and for agents to deliver a cohesive support experience.

AI-Human Synergy​

The value proposition of combining AI (for speed, insight, and consistency) with human empathy (for rapport, reassurance, and nuanced guidance) is well borne out in servicing complex, emotionally charged or high-value customer interactions. Early adopter feedback from regulated industries acknowledges increased first-call resolution rates and higher Net Promoter Scores post-integration.

Security and Compliance by Design​

Certification to ISO/IEC 27001 and SOC 2 standards, along with fine-grained role-based access controls and activity auditing, addresses both corporate due diligence and outsourced compliance concerns that often stall SaaS adoption in highly regulated markets.

Global Scalability and Reliability​

Glance’s multi-tenant, cloud-native architecture—leveraging Microsoft Azure for resilience and geographic scaling—ensures consistent performance for large, multinational client bases without intrusive client installation or network dependency headaches.

Risks and Cautions: Points Organizations Must Consider​

Data Privacy and Regulatory Nuances​

Even with the strongest certifications, cobrowsing technologies introduce unique data handling challenges. For example, sensitive fields must be programmatically masked; session data retention and storage policies should be regularly audited. Organizations should conduct comprehensive DPIAs (Data Protection Impact Assessments) prior to rollout, especially when customer sessions cross jurisdictions with differing legal requirements.

AI Over-reliance and Escalation Handling​

While Glance’s integration with Microsoft Copilot enhances agent productivity, organizations must remain vigilant against AI over-reliance. Not every customer scenario is best served by automation—occasionally, misrouted or misunderstood escalations can lead to user frustration. Having robust human override and audit mechanisms is essential.

Training and Change Management​

For frontline teams accustomed to siloed or script-based support, adopting new workflows like cobrowsing and real-time video requires carefully managed onboarding and ongoing support. User interface complexity—even when streamlined—can introduce resistance if agents are not thoroughly trained.

Potential Lock-In​

Deeper integration with Microsoft Dynamics 365 provides clear advantages but may also create switching costs. Organizations should ensure they fully understand integration touchpoints and the long-term implications for process flexibility, particularly if business strategy or preferred cloud environments change.

Industry Use Cases and Real-World Impact​

Financial services institutions have long faced challenges around digital account opening, loan approvals, and transaction disputes—all processes that are time-sensitive and require both compliance and empathy. By engaging customers visually in-process, Glance empowers agents to proactively resolve friction points that would otherwise lead to abandonment or escalated complaints.
Insurance carriers, meanwhile, report reduced claims processing times and fewer regulatory exceptions when agents can instantly review application steps, clarify policy questions, or witness document uploads in real time. The ability to move from chat to cobrowse to video, all within a single CRM case record, helps streamline resolution while preserving a clear audit trail.
In healthcare, where patient privacy and accuracy are paramount, Glance’s secure cobrowsing and video capabilities help agents walk patients through appointment scheduling, benefit verification, or portal troubleshooting—delivering compassionate support without compromising sensitive data.

Market Validation and Competitive Dynamics​

The global market for digital CX and visual engagement platforms continues to expand, with AI augmentation and secure, compliant collaboration becoming top investment drivers for enterprises. Glance’s longstanding presence and recent traction within Fortune 500 accounts affirm its credibility. Its position as a Microsoft AppSource partner deepens competitive differentiation: enterprises can consolidate procurement, rely on Azure’s global infrastructure, and future-proof integrations as Microsoft’s AI roadmap evolves.
Competitors—such as Surfly, Unblu, and others—also offer visual engagement solutions but may lack the same depth of integration within Microsoft’s ecosystem or the specific certifications sought by regulated sectors. Buyers should weigh feature sets, support model, and alignment with broader digital transformation strategies.

The Future of Customer Engagement: Human-First, AI-Enhanced​

As digital transformation accelerates, the demand for hybrid service models—combining automation and human engagement—will only intensify. Glance Cobrowse for Microsoft Dynamics 365 Contact Center exemplifies this next generation of collaborative, intelligent, and secure customer service. Agents are not only empowered to see and solve customer issues in real time but do so within the trusted, data-rich environment of Dynamics 365.
Microsoft’s continued investment in Azure AI and Copilot ensures that the foundation for intelligent, data-driven CX will only strengthen in time. Businesses that strategically enable both their technology stack and human talent will achieve greater agility, loyalty, and differentiation in an increasingly connected, competitive world.

Conclusion: Is Glance Cobrowse for Dynamics 365 the New Standard?​

The debut of Glance Cobrowse on Microsoft AppSource represents much more than a product listing—it signals a shift toward seamless, AI-empowered, human-centric customer engagement. For large enterprises especially those in regulated environments, this integration offers a compelling blend of security, scalability, and flexibility.
However, as with any powerful technology, success depends on disciplined adoption: secure configuration, robust user training, regular compliance review, and a commitment to keeping the customer at the heart of every digital interaction. Organizations willing to invest the effort will find themselves better positioned to deliver empathetic, frictionless support—and to reap the rewards of deeper customer loyalty, improved operational efficiency, and accelerated business outcomes.
For those charged with shaping the future of digital customer experience, Glance Cobrowse for Microsoft Dynamics 365 Contact Center offers a glimpse of what’s possible when the best of AI and the human touch come together—right where customers need it most.

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Source: Morningstar https://www.morningstar.com/news/pr-newswire/20250617ne11649/glance-cobrowse-for-microsoft-dynamics-365-contact-center-now-available-in-microsoft-appsource/