Guide web visitors with screen share and co-browse

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Drive online conversions with enhanced support

Reduce abandon rates

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.

Expedite web support

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.

Improve agent experiences

Agents have the functionality to provide personalised assistance. When they see what the customer sees, they can resolve support issues with ease.

See what customers see — and show them the way

Context-sensitive sessions

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.

Real-time collaborative browsing

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.

Read-only to write mode control

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.

Unified desktop

A unified, all-in-one platform keeps customer context and history in the same system where agents interact with users.

Privacy controls

Maintain transaction security and customer privacy. Hide specific things you don’t need agents to see, like credit card numbers, with configurable masking.

Built-in reporting

Understand where customers struggle on your site. Built-in reports show specific URLs where co-browse sessions originated. Use these insights to optimise key web pages.

ELEVATE CALLS AND CHATS WITH REAL-TIME SCREEN SHARING

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.

Minimise channel escalation, reduce abandonment, boost customer loyalty and lower service costs. If users have trouble, they can share browser pages with contact centre 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.

70%

of consumers say a company is only as good as its service

Genesys + Savanta, 2021

2022 Gartner® Magic Quadrant™ for Contact Centre as a Service

A CCaaS solution has
long-term implications.
Choose a consistent leader.

Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1 in 3 out of 5 Critical Capabilities Use Cases

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Go beyond voice and messaging with a single agent interface

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.

The best tool at the right time

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.

A conversation is more than this moment

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.

[Screen share from Genesys] has been so successful, we even incorporated it within the Quicken product. This has been a huge contributor in reducing average handle time over the past year from 31 minutes to 23 minutes on average per contact.

— Ian Roberts, Operations Leader, Quicken

Read the story

Get co-browse and screen share on a solution that works for you

See what else you can do with Genesys

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Messaging for customer service

Predictive web engagement

Social Media

Web messaging

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2022 Gartner® Magic Quadrant™ for Contact Centre as a Service

Get the report

See how co-browse and screen share can help your business

Request a demo to see co-browse and screen share in action. Leverage new web co-browsing solutions to guide customers and prospects through their journey. Offer key information and tips as users continue to browse your site. Make online meetings better for users and agents.

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Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.

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Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.

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