Use Case - Co-browsing for CX Platforms and CCaaS

The problem

Demand for Cobrowse

The business case for co-browsing is well-established. With proven benefits for customers and agents alike, co-browsing functionality has become a mainstay of nearly every contact center tender request. For Customer Experience (CX) service providers, offering co-browsing functionality has become a prerequisite, and seamless integration with existing platforms is essential.

The technical requirements of developing a co-browsing solution from scratch are such that most CX vendors opt to partner with a specialist co-browsing service provider to deliver this in-demand functionality. ‘Going it alone’ requires significant investment in time and resources to develop and maintain an independent solution, and requires a depth of technical knowledge to deliver a high-performance co-browsing service which supports multiple platforms, including mobile. The impact of getting it wrong would not only be felt by the customer but would also come with a heavy support burden.

For a relatively small feature within a CX platform, co-browsing has the potential to put large deals at risk if not implemented well. So, choosing the right co-browsing solution provider is essential. Data security is a key consideration for any business working with customers operating in regulated industries, as is the ability to provide a seamless co-browsing experience across multiple devices and operating systems. Investing in a partnership only to discover that your chosen solution doesn’t meet compliance obligations or doesn’t work seamlessly across web and mobile applications could delay delivery timelines and damage customer relationships.

The solution

Market-leading technology

Implemented well, co-browsing can enhance the efficacy and efficiency of any CX and Contact Center as a Service (CCaaS) platform. Real-time, guided assistance is a powerful tool for agents to deliver exceptional customer service, reduce the handling time for complex engagements and enhance first-call resolution rates.

When choosing a co-browsing partner there are three key considerations: flexibility, functionality and trust. Flexibility is essential as no two customer implementations will be the same, and you need to feel confident that no matter what your customer asks of their co-browsing functionality, you’ve got it covered.

Functionality can be a key differentiator, whether it’s compliant data redaction, flexible session initiation or coherent operation across multiple platforms to support web, iOS, Android and more. Finally, trust is vital to the success of any partnership. Trust that your chosen vendor can deliver a compliant co-browsing solution, and trust that they are there to provide the pre-sales and post-sales support when you need it.

Cobrowse.io is the number one white-label co-browsing technology on the market, with more than 50 global enterprises hosting their own-brand instance.

Cobrowse in action

Deploying Cobrowse.io couldn’t be simpler. CCaaS providers, systems integrators, and conversational AI partners leverage lightweight APIs and industry-leading flexibility to create a consistently branded experience across multiple browsers, devices and applications.

No other co-browsing vendor offers the blend of power, flexibility and trust available from Cobrowse.io. Customers are offered self-hosted, single- or multi-tenant, and hosted solutions to support their omnichannel contact centre services. Private by-default data redaction is used by the public sector and financial services organisations to ensure data protection obligations are met, and unmatched integration capabilities allow a tight connection between co-browsing and existing systems, e.g. agent workspaces, skills-based agent routing, IVR, and AI-driven chat.

Here is just a small sample of our partner deployments:

A leading global CCaaS provider: A white-label deployment providing a single-tenant, self-hosted instance for every end-customer. Seamlessly integrated into a wider, omnichannel support experience, co-browsing is supported across global web and mobile applications via a light-weight SDK.
A leading contact center AI technology provider: A self-hosted and air-gapped deployment for use by government and public sector clients with strict data security requirements. A fully customized UI is integrated into existing skills-based agent routing/IVR logic and live chat workflows.
A leading North American Systems Integrator: A managed, self-hosted (on-premises) instance, integrated with multiple contact center software solutions and augmented with bespoke services to provide support to prominent financial services clients across North America.