eGain Cobrowse Provides Collaborative, Real-Time Support for Amazon Connect Contact Centers

By Sai Kotagiri, Partner Solutions Architect – AWS
By Lokesh Arora, Partner Solution Architect – eGain

eGain

In today’s digital world, it’s imperative for businesses to provide support to customers across multiple interaction channels such as voice and various digital channels like chat and email.

Customers expect contact center agents to provide them with guided digital support and collaboration when they fill out an online form or perform complex transactions on the website. Agents can leverage cobrowsing software integrated with customer service tools to offer high-value, collaborative, real-time online support.

In this post, we’ll explore a deployment scenario where Amazon Connect, integrated with Salesforce Service Cloud, powers the voice interactions while eGain’s Cobrowse console allows agents to offer cobrowsing capabilities to agents. We’ll provides details about the functionality provided by this integrated solution and the deployment steps for setting it up.

eGain Cobrowse is a true cobrowsing software that enables customer service agents to provide, in the most human way possible, high-value, collaborative, real-time online digital support. It allows phone and chat agents to provide a richer, multimedia experience by conducting a simultaneous cobrowse session.

With eGain Cobrowse, agents and customers can collaborate and fill out forms together, field by field, even highlighting specific areas of a form or web page for clarity.

eGain is an AWS Partner and AWS Marketplace Seller that provides customer engagement solutions that power digital transformation for leading brands guided by knowledge management, artificial intelligence (AI), and analytics.

Solution Overview

eGain Cobrowse is designed to provide smooth cobrowsing experiences even on complex websites. Businesses can configure fine-grained cobrowsing rules to disable read or edit access for agents to specific fields within web pages and web forms to ensure client privacy and process compliance. All agent and client cobrowse actions are logged and available for reporting, auditing, and discovery.

This integrated solution allows contact center agents to chat or talk to customers on the phone, while offering them real-time online collaboration via cobrowsing. The agents could help them resolve problems, fill out an online form, or perform other transactions. The Cobrowse app can be embedded in many agent desktops like Salesforce Service Console, ServiceNow, and others.

In the architectural diagram below, the telephony and chat capabilities are powered by Amazon Connect and integrated into Salesforce Service Cloud using Amazon Connect’s Contact Control Panel (CCP). eGain Cobrowse is embedded in the Salesforce console to provide cobrowsing capabilities to agents.

Figure 1 – Walkthrough of a customer seeking support.

Website User Flow (Red): Requesting Online Support

1. Website users, needing assistance, either call or use the chat feature to connect to an agent using the Amazon Connect-powered contact center voice infrastructure.
2. An Amazon Lex bot can power the interactive voice response (IVR) of the contact flow, recognizing the customer’s intent from responses to prompts and routes it to a contact center agent’s queue.
3. If the cobrowse capability is enabled on a specific web page, the customer can click the “cobrowse” icon to activate and join a session with an agent. They can jointly fill out web forms with an agent and can ask agents for clarifications. Note that website users need to explicitly grant permission to agents to activate a cobrowse session, by accepting terms and conditions. Once a Cobrowse session starts, the agent can view a customer’s webpage and help with any issues. Enhanced security configurations prevents agents from viewing personally identifiable information (PII).

Agent Flow (Green): Assisting a Customer

1. Amazon Connect CCP, which is embedded in Salesforce console, is used by agents to communicate with customers over the voice channel.
2. When agents login to their CCP instance, they receive call or chat requests in their queues waiting to be accepted.
3. As soon as an agent accepts a call or chat, they are connected to Amazon Connect instance which invokes an AWS Lambda function, passing along customer’s context.
4. Lambda then invokes Salesforce API to look up and retrieve additional customer information.
5. Agents can select an available cobrowse session ID from the embedded eGain Cobrowse app, and start guiding website users. Once the agent is able to help the customer, they can end the chat or phone session.

Prerequisites

For this setup, you should have the following prerequisites:

• AWS account.
• Amazon Connect instance deployed for agents to connect to CCP.
• Salesforce account enabled for API access and with permissions to install connected apps.
  • If Salesforce app enforces IP address restrictions, add the AWS IP address ranges to the allowed list by setting trusted IP ranges for your organization.
  • Purchase eGain Cobrowse in AWS Marketplace with either Cobrowse or Advisor desktop licenses.

Required Setup

For Salesforce administrator:

• Log in to the Salesforce console.
• Install the CTI Adapter and Salesforce Lambdas: CTI adapter embeds Amazon Connect CCP into Salesforce and provides telephony control as well as access to event data coming from Amazon Connect.
• Configure SSO with Amazon Connect (Optional): Establishing single sign-on integration between Salesforce and AWS allows users to log in to Salesforce once and then be seamlessly logged in to AWS using the same credentials.
• Install eGain for Salesforce from AppExchange: Salesforce AppExchange is a marketplace that offers partner solutions such as eGain for Salesforce.
• Configure eGain Cobrowse for Salesforce

For website administrator:

• Add eGain WebTag to the required webpages: An eGain WebTag code snippet enables the customer’s website for cobrowse and offers chat and video chat options. A system administrator should configure the website with the WebTag code.
• Add “Start Cobrowse” button on required webpages: Add a button or link to your website pages to enable customers to start cobrowse sessions.

Figure 2 – Web page showing an embedded “Cobrowse” button.

• Configure business rules for cobrowse(Optional)

Typical Customer Journey Flow

The following figures demonstrate how agents can resolve customer queries while cobrowsing.

Once agents are logged in to the Salesforce console, they can access Amazon Connect CPP and eGain Cobrowse apps. CPP is embedded within Salesforce console and provides the ability to manage an agent’s presence to accept incoming interactions.

Figure 3 – Agents can manage availability from Salesforce.

As soon as an agent receives an incoming call/chat, the customer profile is auto-populated to provide the 360-degree customer view to the agent.

Figure 4 – Agent handling calls from Salesforce while customer profile is auto-populated.

The agent can then guide the customer to initiate a cobrowse session by clicking on a “Cobrowse” button on the website.

Figure 5 – Customers accepting the disclaimer to join the cobrowse session.

Once the customer has initiated a cobrowse session, agents can view the list of active cobrowse sessions and join the session initiated by the customers.

Figure 6 – Agents can use the eGain Cobrowse tab to join a session.

Agents can view the webpage being browsed by the customer while sensitive information is masked as per the defined security rules.

Figure 7 – Agents cobrowsing with customer.

Cleanup

To avoid incurring future charges, delete the resources.

Conclusion

eGain Cobrowse augments the voice interactions powered by Amazon Connect to provide smooth cobrowsing experiences for customers and call center agents. It unlocks endless possibilities to empower agents to better engage customers through contact center journeys.

To learn more about eGain, check out AWS Marketplace.

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eGain – AWS Partner Spotlight

eGain is an AWS Partner that provides customer engagement solutions that power digital transformation for leading brands guided by knowledge management, AI, and analytics.

Contact eGain | Partner Overview | AWS Marketplace