What is co-browsing in SAP CRM-CIC - Interaction Center WinClient?

SAP Term: co-browsing

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: Sharing the same Internet browser session for collaborative assistance on the Web. Co-browsing allows both the agent and the customer to control a browser session. An agent sees exactly what the customer sees and thus an agent can provide better navigational assistance, while using additional communication channels such as telephone, chat or Internet telephony.

Smart SAP Assistant

• Key Concepts: 
  Co-browsing is a feature of the CRM-CIC Interaction Center WinClient that allows two or more users to view and interact with the same web page at the same time. It is a powerful tool for customer service agents, as it allows them to provide real-time assistance to customers by guiding them through a website or application. 
  
  How to use it: 
  To use co-browsing, the customer service agent must first install the CRM-CIC Interaction Center WinClient on their computer. Once installed, the agent can then invite the customer to join a co-browsing session. The customer will then be able to view and interact with the same web page as the agent. The agent can then guide the customer through the website or application, providing real-time assistance. 
  
  Tips & Tricks: 
  When using co-browsing, it is important to ensure that both parties are on the same page. To do this, make sure that both parties are viewing the same version of the web page or application. Additionally, it is important to ensure that both parties have access to all of the necessary tools and information needed for the session. 
  
  Related Information: 
  The CRM-CIC Interaction Center WinClient also includes other features such as chat, voice, and video conferencing. These features can be used in conjunction with co-browsing to provide a more comprehensive customer service experience. Additionally, there are other third-party tools available that can be used to enhance co-browsing sessions.