5. Software-enabled computer interaction technique
This is a software-enabled technique that allows a call center representative to interact with a customer by taking over the customer's computer to show them something.
a. remote wakeup
b. collaborative browsing
c. Remote Method Invocation
d. show control
Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include email, fax, regular telephone, and Internet phone contact as part of an interaction. Effectively, collaborative browsing allows a company and a customer to be on the same page.
This was first published in August 2006