SOFTWARE as a SERVICE (SaaS)

LIVING IN THE CLOUD

Software-as-a-Service is one of the three pillars that form the foundation of cloud computing.

The other two are Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS). SaaS works around either a subscription model or on a pay-per-use basis, with both approaches involving applications that are accessible over the Internet. The value in this method is how it eliminates the expense of buying and maintaining hardware, or licensing and installing software.

SaaS cloud computing
SaaS Our Solutions

Our Solutions
How we service your Industry

The faster speeds of 5G combined with the impact of the Internet of Things, cloud computing, and AI make technology more complex. That spills over to customer care issues that are becoming more intricate, which makes GlowTouch the ideal partner for customer care. We have lived in the SaaS universe for nearly 20 years, with clients such as:

  • A platform for hosting digital events

  • Prospecting software for sales organizations

  • A fraud and identity theft protection company

  • A provider of VPN services

  • Creator of an email marketing application

We also work with companies ranging from health care to data and personal security to ecommerce. That has created a working knowledge of the service-related issues that companies worry about: scalability to handle growth, flexibility for managing peak periods, consistent quality, and providing “wow” experiences.

Download the Industry Overview

Contact Center
Outsourcing

Pampering your customers through the entire lifecycle with onshore, nearshore, and offshore options:

Customer
CustomerCare
Technical
TechnicalSupport
Sales/Revenue
Sales/Revenue Generation
Welcome
Welcome Calls
Retention
Retention
Win-back
Win-back
Post Sales
Post SalesVerifications
Previous
Next

Business Process
Outsourcing

Streamlining your business and back-office processes to drive greater efficiencies and performance:

Content
ContentModeration
Imaging
Imaging
Data Entry, Mining,
Data Entry, Mining,Management
Document
DocumentIndexing & Filing
Order Fulfillment/
Order Fulfillment/Logistics
Fraud &
Fraud &Security
Previous
Next

Technology
Outsourcing

Working as an extension of your team or in collaboration:

Systems
Systems Integration
Mobile Application
Mobile ApplicationDevelopment
Custom Software
Custom SoftwareDevelopment
QA and
QA andTesting
Infrastructure and NOC
Infrastructure and NOCMonitoring
Previous
Next

Channels
We Support

Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.

Click on the icons to learn more about our channel offerings.

SaaS Chat support

Chat

SaaS Phone support

Phone

SaaS Email support

Email

SMS support

SMS

SaaS Social Media support

Social Media

GlowTouch has been providing personalized business outsourcing solutions since 2002.

Our trusted performance and execution are underpinned by a highly-educated, loyal workforce,
with innovative solutions crafted by award-winning leadership.

Certified Women Business Enterprise

Certifications

isoIas
A-LIGN
PCI DSS
soc
Hipaa Compliant
GWFM

Awards

top-workplace-V5
MicrosoftTeams-image - 2022-08-09T174816.445
Glowtouch | CCW
Glowtouch | FKCCI 2022
Glowtouch | stevie awards Gold 2022
Glowtouch | stevie awards Bronze 2022
SAGE2 Bronze Winner
SASCS17_Bronze_Winner
Bronze_Winner
iaopGisa
Logo Strategic Partnerships 2021_V2
IAOP
WFM-Certificate-icon-01_v2
inc5000
theFastFifty
siliconIndia

Resources

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Press

Press

blog

Blog

Case Studies

Case Studies

White Papers

White
Papers

Solution Overviews

Solution
Overviews

Infographics

Infographics

Locations

Louisville

Kentucky

Louisville

Kentucky
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San Antonio

Texas

San Antonio

Texas
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Santo Domingo

Dominican Republic

Santo Domingo

Dominican Republic
Know More

Metro Manila

Philippines

Metro Manila

Philippines
Know More

Mangalore

India

Mangalore

India
Know More

Mysore

India

Mysore

India
Know More

Miami

Florida

Miami

Florida
Know More

Bangalore

India

Bangalore

India
Know More
GT-Home

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bring clarity

to the cloud?

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Chat

Users love chat, and we have offered it since our inception. Live chat means customers are interacting with agents, not bots, not virtual programs, not artificial intelligence.

  • Chat is cost-effective for clients and convenient for customers
  • Pro-active chat engages users based on their behavior
  • Chat means immediacy with no automated menus to navigate

Customers can initiate a chat session from anywhere – work or home, smartphone or laptop, without carving out exclusive time. Live chat done right increases conversions, generates positive word of mouth and delights users.

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Voice

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

  • Set the tone with a warm first impression
  • Convey enthusiasm and build rapport
  • Actively engage callers and listen to the voice of the customer

Scalable, redundant architecture minimizes hold times. Our goal is first-call resolution, no matter the issue and no matter its complexity. Our reporting systems record calls and track key metrics that determine agent efficiency and effectiveness, and customer satisfaction.

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

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Email

Sometimes overlooked, email remains an ideal channel for tracking issues and their resolution. Email is also a workaround to spoken language issues.

  • Sort and track responses, ideal for analysis
  • Equally effective when used onshore, offshore, or nearshore
  • Fits around the customer’s timetable

Email is great for providing detailed answers to questions, and easily accommodates links or attachments. It also gives customers a history of the transaction while providing us with a unique level of insight into user concerns.

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SMS

There are more smartphones in use than toothbrushes, and there are several messaging apps consumers like. One part of quality service is providing support through the channels your customers prefer

  • Text, in-app messaging, and Facebook Messenger
  • Conversations are seamless and can continue indefinitely without losing context
  • SMS is a pro-active means of asking questions and getting answers

Customers can contact you from anywhere and with text, they don’t have to be online to do it. It’s fast, it’s personal, it’s effective.

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Social Media

There is no question that today’s consumer is plugged in, seldom far away from a smart phone and preferred apps. It’s instant communication among consumers, and also between consumers and their favorite brands. Our agents will:

  • Engage with customers about support issues or general sentiment
  • Monitor your organization’s social channels to hear what is being said
  • Respond to inquiries in real-time, providing the prompt action consumers expect

Social media is a high-retention channel. It is where consumers conduct a great deal of their online activity, so much activity that you may have difficulty keeping up. That’s what we’re here for.

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WBENC

As a woman-owned enterprise with employees in three distinct global regions, diversity is part of who we are, and it presents unique opportunities within our industry. As an NMSDC and WBENC-certified business, we are a potential partner for organizations who are pursuing diversity initiatives. As such, we have a similar procurement diversity strategy, which combined with impact sourcing, provides opportunities to often overlooked populations. Our NMSDC and WBENC certifications validates our standing in terms of eligibility; our track record validates the professional expertise that we provide.

Louisville, KY

Our new corporate headquarters in Louisville has 12,000 square feet to help accommodate our continuing growth. The space is divided between contact center work and technology outsourcing projects.

San Antonio, Texas

One of the nation’s fastest-growing metros, San Antonio is home to an experienced, bilingual agent pool and a growing BPO industry. In a city famous for “remember the Alamo,” our agents deliver memorable customer service.

Santo Domingo, Dominican Republic

Built to accommodate expansion, our contact center in Santo Domingo is home to a bilingual corps of associates who are skilled in tech support, sales, and general customer service. The Dominican Republic has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Philippines

Our 28th floor perch over Pasig City district of Manila is ideal for watching the BPO industry’s expansion in the Philippines. Designed with room for expansion, this location is poised for growth and provides us with a tech-savvy, educated, and English-proficient workforce that is culturally aligned with the West.

Mangalore

With two locations and more than 100,000 square feet of production floor space, Mangalore is built to handle programs of all sizes. Agents have access to on-site 24/7 cafeterias and a medica clinic, while visiting clients can stay in hotel-style rooms on the grounds. Both buildings have room for further expansion and served by the technological infrastructure one would expect from a digital city.

Mysore

A 23,000 square foot center in the growing city of Mysore is our newest location in India. Rich in tradition, Mysore is a favored destination for tourists, drawn by the city’s ornate palaces and heritage structures. It is also a significant education hub with a bustling IT industry that make the city a major software exporter.

Miami

A hub of international language capability, our workforce in this market is suitable for any size program with the ability to quickly scale.

Bangalore

One of India’s ‘smart cities,’ this location features a young, educated, multi-lingual workforce and a scalable work environment.

GT@Home

Service delivery has changed by necessity and RemoteAbilityTM is part of that change. The remote office or employee is becoming increasingly commonplace, and some studies show that working remotely can increase productivity and job satisfaction.
LEARN MORE ABOUT OUR WORK-AT-HOME SOLUTIONS
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