The first of these was the October purchase of 1Click.io, a video chat and cobrowsing
eGain[R] Multibrowse[TM] enables high-value step-by-step guidance through cobrowsing
. The customer and agent browse web pages and fill forms together.
And last, virtual reference assistance could include voice over IP, video or cobrowsing
using programs such as Skype and Windows Live Messenger, both available as an application for most smartphones.
Additionally, as penetration of broadband into households grows, the current chat and cobrowsing
idea will extend to video conferencing.
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.
: This feature allows the librarian and the customer to surf the Web together.
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
For instance, a busy working mom's journey map for buying an insurance plan may involve blogs, social referrals, company website, FAQs, cobrowsing
, even video chat and Facebook!
“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.