Sold by: eGain Corporation
Co-browsing: The Need
Would it be great if an agent was able to chat or talk to your customer on the phone as the customer was browsing your website? The agent could then help the digital customer shop, resolve problems, fill an online form, or perform other transactions. Cobrowsing software is a business answer to exactly that need.
eGain Cobrowse™: True and unique co-browsing software for digital customer support
eGain Cobrowse offers true cobrowsing, not just screen-sharing or proxy-server-based technologies. The unique cobrowse software enables your customer service and contact center agents to offer, in the most human way possible, the digital support online customers need. It allows agents to provide high-value, collaborative, real-time support. By offering assistance exactly at the time of need, your business can convert website visitor - customers and prospects - into profitable, long-term customers.
Overview
eGain Cobrowse provides smooth co-browsing experiences even on complex websites and offers following benefits:
Delightful
- Allows phone and chat agents to provide a richer, multimedia experience by conducting a simultaneous cobrowse session.
Easy and secure
- Enables the agent and the customer to fill out forms together, field by field, even highlighting specific areas of a form or web page for clarity.
- Allows business rules to be set up for specific web pages. For example, a business rule can be set up to restrict agents from submitting forms or viewing sensitive information in certain form fields.
Easy to manage
- Can be set up to allow cobrowsing sessions only in specific sections of the website.
- Offers configurations to enforce company and regulatory policies.
Customer-agent collaboration With eGain Cobrowse, your agents are literally "on the same page" as your customers. Agents can augment a phone call, live chat, or a click-to-call session with cobrowse.
- They can offer secure and confidential over-the-shoulder assistance by cobrowsing rich web content
- 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
FEATURES With eGain Offers™, businesses can proactively offer cobrowse sessions to website visitor
Provides a true multichannel experience as it can work in conjunction with a phone call, web chat, or click-to-call session. Combine it with eGain Chat™ and eGain ClickToCall™ to let customers seamlessly combine live chat with cobrowse, or click-to-call with cobrowse while researching, deciding, and buying on the website
Provides a 360-degree view of customer interaction history to agents
Works seamlessly with all other products in the eGain products suite
Ensures privacy and compliance by allowing business rules to be set up to disable read, edit, and submit actions on elements of forms
Allows comprehensive session logging
Simple to set up. Available on 98% of browsers and no downloads required
Highlights
- Provide high-value, collaborative, realtime support
- Convert website visitors-customers and prospects-into profitable, long-term customers
- Enables the agent and the customer to fill out forms together securely, field by field, even highlighting specific areas of a form or web page for clarity.
Details
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Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Cobrowse | Cobrowse (5 named agents) | $1,500.00 |
Dimensions summary
This listing offers one pricing option under a contract model. You buy access for a set of 5 named agents, billed as a single unit. Named agents are the specific staff members licensed to run co-browse sessions. Pricing scales by adding more of these agent bundles as your support team grows. There are no separate tiers, instance sizes, or usage-based add-ons to choose between. The cost tracks directly to how many licensed agents you need.
Top-of-mind questions for buyers
A named agent is a specific staff member licensed to run co-browse sessions. Each license ties to one person, not shared or rotated among staff. The unit covers 5 named agents. You count every individual who needs to guide customers through web content.
Pricing scales by adding more agent bundles. Each unit covers 5 named agents. When your team outgrows one bundle, you add another bundle to cover the extra agents. There are no usage-based add-ons or session limits that trigger separate charges.
Each licensed agent can share a real-time view of web content, guide customers through forms, share cursor movement, and highlight fields. The technology needs no download and works across browsers. It integrates with chat tools and contact center platforms, with field-level privacy and consent controls.
www.egain.com
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Vendor support
24x7 support through web portal, email, and phone with access to tech support engineers.
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AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Co-browsing: The Need
Would it be great if an agent was able to chat or talk to your customer on the phone as the customer was browsing your website? The agent could then help the digital customer shop, resolve problems, fill an online form, or perform other transactions. Cobrowsing software is a business answer to exactly that need.
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