Collaborate in real time with co-browse and screen share

Let customers and agents show what they see with screen share or control the same browser with co-browse.

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Drive online conversions with advanced collaboration

Reduce abandon rates

If a customer has trouble on your website, agents can provide hands-on guidance to help them complete their mission or transaction.

Expedite web support

Point web visitors to the right button, highlight the right field and even request access to act on the user’s behalf — all for faster support.

Boost agent efficiency

Empower agents with real-time collaboration tools to effortlessly guide customers to resolution and eliminate website friction.

See customers’ screens — and show them the way

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Native integrations

Co-browse is available in the web and mobile web version of Genesys Web Messaging. It offers you a frictionless and modern in-app collaborative experience.

Real-time collaborative browsing

Allow agents and customers to see each other’s cursors, and highlight and annotate directly on the browser screen. It’s a powerful tool to convey information clearly.

Expanded viewer controls

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

Keep important information accessible. Our all-in-one platform makes customer context and history available in the same view agents use for customer interactions.

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.

Easy, no-code deployment

Implementing co-browse is easy. Admins can simply switch on co-browse to supercharge your web pages — and it’s all part of Genesys Web Messaging.

Mq ccaas 2023
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2023 Gartner® Magic Quadrant™ for Contact Centre as a Service

Genesys named a Leader
– and positioned highest in Execution

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18.8%

expected reduction in repeat interactions when using Genesys co-browse and screen share capability

Genesys, 2023

Elevate calls and messaging conversations with co-browsing

No matter how well-designed your website, visitors often need assistance completing transactions. Give them hands-on customer support with the right screen share and co-browsing solutions.

These 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 while also talking to or messaging an agent or expert. This lets agents show and tell users exactly how to find the information they need.

Go beyond voice and messaging with a single agent interface

Co-browse and screen share enable visual learning, which facilitates agent and customer communications across channels. Agents can assist customers on your website, right in their browser tabs. And all of this happens in a single interface that gives agents full awareness of each customer’s unique journey.

The best tool at the right time

Interactions can begin with a voice call or a messaging conversation from your website, 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

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See what else you can do with Genesys

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Messaging for customer service

Predictive web engagement

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Virtual assistants

Work automation and task routing

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Streamline the messaging collaboration experience with co-browse

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Contact centre technology for 2023

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

Using joint navigation in the customer’s browsing tool, your agents can guide customers and prospects through their journey. With the ability to live chat, co-browse and screen share become more powerful, enabling agents to offer key information and tips as users continue to browse your site. Request a demo today to see how you can make online meetings better for users and agents.

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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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