collaborative browsing

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collaborative browsing

Synchronizing browser access to the same sites. As one user browses the Web, the other users trail along automatically and link to and view the same pages from their own Web browsers. For example, call center agents might use collaborative browsing to help customers navigate the company Web site. Also known as "co-browsing," it is typically accomplished with a browser plug-in. See collaborative CRM.
References in periodicals archive ?
To address this gap, visual engagement technologies like cobrowsing and screen sharing are effective in creating a one-to-one connection between customer service and customers.
New tools to empower rapid resolution through collaboration, enhanced cobrowsing, and policy automation help service teams better understand the customer journey.
Real time cobrowsing ie where the librarian is looking at something on the internet that the teen can see at the same time, has not been done yet on Eye4You Alliance.
eGain Service 7, the company's software suite, includes integrated, best-in-class applications for Web self-service, e-mail management, knowledge management, live Web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management and service fulfillment.
The request is routed to a dedicated agent at Cerida, who can speak with the prospect on the phone or chat in real time, while simultaneously cobrowsing the Internet.
8220;Easy-to-use, secure cobrowsing capability turns an ordinary phone or chat interaction into a rich multimedia experience for customers,” said Ashu Roy, eGain CEO.
A web conference usually features a web version of a PowerPoint presentation and web cobrowsing, whereby conference participants see whatever is on the presenter's screen; voice communication, either through a traditional telephone conference, or through VoIP (Voice over Internet Protocol); and text messaging, enabling participants without a microphone to use text chat in place of voice.
Today's retail break contact center must be multichannel and capable of supporting the full array of contact methods, including e-mail, chat and cobrowsing, TowerGroup says.
To serve customers who are sending in inquiries from a company's Web site, eGain Live and eGain Interact provide the agents with the ability to engage in online text chat, cobrowsing and callbacks.
Hipbone was founded in 1998 and has a solid reputation as the leading provider of cobrowsing and text- chat technologies for remote customer support and sales within banks, brokerage services and other financial institutions.