In today’s digital-first world, delivering personalized service at scale is the holy grail for customer experience (CX) leaders. Glance, known for its cobrowsing and visual engagement solutions, is betting big on this vision by partnering with CloudHesive, an AWS Premier Partner with deep roots in cloud-native contact center infrastructure.

Announced hot on the heels of the AWS Summit in New York, the Glance-CloudHesive alliance brings together the best of both worlds: CloudHesive’s scalable, secure cloud platforms and Glance’s high-touch, real-time human engagement. The result? A unified offering aimed squarely at enterprises that want to improve customer experience without sacrificing speed, security, or empathy.

Why It Matters

This partnership isn’t just a feel-good story about collaboration. It directly addresses a central tension in modern CX: how to scale digital interactions while still making customers feel seen and supported.

With this integration, users of CloudHesive’s AWS-based contact center solutions—particularly Amazon Connect customers—can now embed Glance’s visual collaboration tools directly into their workflows. That means agents can guide customers through complex transactions, onboarding, or troubleshooting in real time—visually and securely.

“We're helping brands deliver more personal, empathetic, and effective experiences at scale,” said Adam Atwood, VP of Strategic Partnerships at Glance. “CloudHesive brings the infrastructure; Glance brings the high-touch human interaction.”

Guided CX, Now With AWS Muscle

Glance’s “Guided CX” approach is about meeting the customer exactly when and where they need help—whether that’s mid-purchase, during onboarding, or resolving a high-priority issue. With CloudHesive’s AWS-backed architecture providing the speed, security, and scalability, this partnership adds visual, collaborative muscle to the traditional contact center setup.

Key benefits include:

• Shorter deal cycles by reducing friction at key customer moments

• Improved first-call resolution and customer satisfaction

• Real-time visual guidance through complex workflows

• Face-to-face digital collaboration that builds trust

• Enhanced agent productivity with better tools and less guesswork

This kind of capability is increasingly critical as brands retool their CX strategies around both AI and human empathy. According to trends from the AWS Summit, enterprises are aggressively modernizing—but also realizing automation alone doesn’t cut it when customers are making important decisions or seeking support.

Available Now via AWS Marketplace

One practical upside: both Glance and CloudHesive are available on the AWS Marketplace. That makes deployment faster and easier for existing Amazon Connect users looking to add real-time human interaction to their digital playbook.

“Automation is essential, but not at the cost of human connection,” said Patrick Hannah, CTO of CloudHesive. “Our partnership with Glance empowers contact centers to resolve issues faster, close deals more efficiently, and build stronger customer relationships — with the security and scalability of the AWS cloud.”

In an era where digital self-service is expected and human support is still vital, the Glance-CloudHesive partnership is a timely reminder: scaling empathy is just as important as scaling infrastructure.

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