What is Co-Browsing?

Co-browsing allows agents and customers to practically be on the same page. Agents can access and communicate with customers' web browsers in a matter of seconds with the click of a button. As a result, they are able to provide real-time, customized assistance with complex processes. Agents only see pages that have been allowed with co-browsing, not any other open browser tabs or applications on a customer's device.

Software with Co-Browsing

PRODUCT NAME	SW SCORE (OUT OF 100)	AGGREGATED RATINGS (OUT OF 5)
Crisp	98	4.2
Intercom	98	4.3
tawk.to	98	4.1
JivoChat	98	4.1
LiveChat	97	4.3
Olark	95	4.1
Freshchat	95	4.5
SnapEngage	94	4.5
Comm100 Live Chat	94	4.4
Provide Support	94	4.5

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Agent Scheduling

Things happen. Agents call in sick, and some just aren't working to their full capacity. Supervisors must be able to make changes on the fly. This is called agent scheduling. Agent scheduling helps generate reports that equate schedules to agent results and allow for the identification of schedule anomalies for agent assessment and coaching.

Call Me Option

The Call me feature gives users a way to join the audio portion of a meeting by phone. This is handy in scenarios when using a computer for audio might not be possible.

Knowledge Database

A knowledge database is more than just a set of documents stored on servers. A knowledge database includes information on a specific material or general method of study, as well as information such as monograph revision history, comprehensive information on current work, or links to standard catalog numbers, among other things

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