Sold by: Consilium Software
AI-powered co-browsing platform enabling agents to guide customers in real-time with PII masking, annotation tools, and secure screen sharing for contact centers.
Overview
UniVCX Cobrowse: AI-Powered Co-Browsing for Enterprise Customer Journeys
UniVCX Cobrowse by Consilium Software transforms customer support with AI-powered, real-time co-browsing. Agents collaborate directly within a customer's browser session - navigating pages, highlighting elements, sharing documents, and resolving complex issues without requiring downloads or plugins. Built for enterprise contact centers in financial services, healthcare, and retail, UniVCX Cobrowse delivers secure, intelligent customer engagement at scale.
Key Features and Capabilities
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AI-Powered Real-Time Co-Browsing: Share and navigate web interfaces alongside customers with intelligent session management that routes and prioritizes interactions for faster resolution.
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Smart Annotation Tools: Highlight, draw, and visually guide customers through complex workflows, reducing miscommunication and repeat contacts.
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PII Masking and Data Security: Automatically mask sensitive fields - account numbers, SSNs, health records - during live sessions, ensuring compliance-ready interactions with robust encryption.
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Remote Control Capability: Agents can take hands-on control when necessary, resolving technical issues directly within the customer's session.
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Cross-Platform Support: Works on desktop and mobile browsers for consistent service delivery across all customer touchpoints.
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Customer Service Automation: AI-driven session insights help agents anticipate customer needs and streamline repetitive support workflows.
Industry Use Cases
Financial Services and Banking: A banking support agent guides a customer through a complex wire transfer form, highlighting required fields while PII masking automatically conceals account numbers and routing details. The agent uses annotation tools to walk the customer through multi-step authentication, resolving the issue in a single session without requiring a branch visit.
Healthcare: A patient services representative co-browses with a patient navigating an insurance portal, helping them upload required documents for a claims submission. Sensitive health information and policy numbers are automatically masked, maintaining HIPAA-aligned privacy throughout the interaction.
Retail and eCommerce: A support agent guides a customer through a returns workflow on a retailer's website, using annotation tools to highlight the correct product selection and shipping label generation steps - turning a potential churn event into a positive brand experience.
Integration and Deployment
UniVCX Cobrowse integrates with existing contact center infrastructure and CRM platforms. The solution supports deployment alongside customer relationship management systems and can be embedded into web applications. Mobile app integration enables co-browsing within native iOS and Android applications.
To get started, contact the Consilium team to schedule a personalized demo and discuss your deployment requirements.
Why UniVCX Cobrowse
- Trusted by businesses to handle high-volume concurrent sessions without compromising quality
- Scalable architecture designed for enterprise contact centers
- Comprehensive security with PII masking and encrypted session data
- AI-enhanced session intelligence for smarter customer interactions
UniVCX Cobrowse is built for organizations that demand secure, intelligent, and scalable real-time collaboration between agents and customers.
Highlights
- AI-Powered Customer Collaboration for Enterprise Contact Centers: Enable agents to co-browse in real-time with customers across financial services, healthcare, and retail environments. Smart annotation tools, guided web navigation, and AI-driven session intelligence help resolve complex issues in a single interaction - reducing repeat contacts and improving first-call resolution rates.
- Enterprise-Grade Security with Automatic PII Masking: Protect sensitive customer data during every co-browsing session with automatic field masking for account numbers, health records, and personal identifiers. Robust encryption secures all session data, supporting compliance requirements for regulated industries including banking and healthcare.
- Scalable Integration with Contact Center Infrastructure: Deploy alongside existing CRM and contact center platforms with cross-platform support for desktop and mobile browsers. Built to handle high-volume concurrent sessions without compromising performance, UniVCX Cobrowse scales with your organization's customer service operations.
Details
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Delivery method
Deployed on AWS
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Delivery details
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Support
Vendor support
When you choose Consilium UniVCX Cobrowse, you gain access to a comprehensive support system designed to ensure your success at every stage of deployment and operation.
24/7 Email Support Our support team is available around the clock to assist you via email at support@consiliuminc.com . Whether you have technical questions, need troubleshooting assistance, or require configuration guidance, our team is ready to help.
Priority Phone Support For urgent matters requiring immediate attention, contact our dedicated priority support line for direct access to technical specialists.
Support Portal Access our comprehensive support portal at <www.consiliumsoftware.com > for detailed user guides, FAQs, instructional videos, and knowledge base articles. The portal also allows you to submit and track support tickets with full visibility into resolution progress.
Onboarding and Training New customers receive personalized onboarding sessions and training programs tailored to your specific deployment. Our team works with you to ensure smooth implementation, covering integration setup, agent training, and configuration of PII masking rules and annotation preferences.
Refunds and Billing For questions about your subscription, billing adjustments, or refund requests, contact our support team via email or through the support portal.
At Consilium, we build long-term partnerships with our customers. Our support services are designed to help you maximize the value of UniVCX Cobrowse across your organization.
AWS infrastructure support
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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