Personalize the shopping experience with a connected journey.
Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
If a customer has trouble on your website, co-browse and screen share can help. Agents can provide hands-on guidance to help customers complete their mission or transaction.
Point web visitors to the right button, highlight the right field and even request access to drive on the user’s behalf — all for faster support.
Agents have the functionality to provide personalized assistance. When they see what the customer sees, they can resolve support issues with ease.
Offer voice call and chat co-browse sessions. Agents can suggest or initiate a session so they can see the customer’s screen and guide them through a process.
Allow agents and customers to see each other’s cursors, and be able to highlight and annotate directly on the browser screen. It’s a powerful tool to convey information clearly.
Offer the right level of assistance — from pointing and highlighting to full write access. Extend from read-only to write mode to support more complex transactions.
Keep important information accessible. Our all-in-one platform makes customer context and history available in the same view agents use for customer interactions.
Maintain transaction security and customer privacy. Hide specific things you don’t need agents to see, like credit card numbers, with configurable masking.
Understand where customers struggle on your site. Built-in reports show specific URLs where co-browse sessions originated. Use these insights to optimize key web pages.
Website visitors often need assistance completing transactions, no matter how well-designed your site is. Give them hands-on customer support with co-browse and screen share capabilities.
Minimize channel escalation, reduce abandonment, boost customer loyalty and lower service costs. If users have trouble, they can share browser pages with contact center agents or knowledge experts. At the same time, they can talk to or send a web message to that agent or expert. This way, agents can show and tell users exactly how to find the information they need.
of consumers say a company is only as good as its service
Genesys + Savanta, 2021
2022 Gartner® Magic Quadrant™ for Contact Center as a Service
Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1 in 3 out of 5 Critical Capabilities Use Cases
Improve agent and customer communications across channels. Co-browse and screen share enable visual learning. Agents can assist customers on your website, right in their browser tabs. All of this happens in a single interface, with full awareness of each customer’s unique journey.
Interactions can begin as a live chat session, escalate to a phone call and ultimately resolve with agent guidance using either co-browse or screen share. Improve customer engagement, remove all barriers and make your website a consistent driver of business results.
Bring together all the puzzle pieces. With an all-in-one customer service platform, agents can find the right information easily. They have everything they need in a single spot. And with co-browse in their toolkit, they can turn disjointed interactions into a seamless journey.
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
