Cisco eGain Cobrowse Platform Licensing
Cisco eGain Cobrowse licensing empowers your support teams to securely share and interact with customer screens in real-time, enhancing issue resolution speed and customer satisfaction.
- Real-time Screen Sharing: Enable agents to view and guide customers through complex processes, reducing resolution times.
- Secure Collaboration: Maintain data privacy and compliance with robust security features during cobrowsing sessions.
- Agent Efficiency: Equip support staff with tools to quickly understand and address customer issues, improving first-contact resolution.
- Enhanced Customer Experience: Provide a more personalized and effective support experience, boosting customer loyalty.
Product Overview
Product Overview
Cisco eGain Cobrowse is a platform licensing solution that enables secure, real-time screen sharing and cobrowsing capabilities for customer support interactions. This license unlocks the ability for your agents to view and interact with a customer's browser session, facilitating faster and more effective problem-solving.
This solution is designed for IT Managers and IT Professionals within SMB and mid-market organizations who are responsible for customer service operations. It integrates with existing customer engagement platforms to provide a unified and efficient support experience, reducing customer effort and improving agent productivity.
- Secure Cobrowsing: Facilitates real-time, secure screen sharing between agents and customers.
- Agent Guidance: Allows agents to guide customers through complex forms, applications, or troubleshooting steps.
- Reduced Resolution Times: Accelerates issue diagnosis and resolution by providing direct visual context.
- Improved Customer Satisfaction: Delivers a more personalized and effective support experience.
- Compliance Support: Aids in meeting regulatory requirements by providing controlled access and audit trails.
This Cisco licensing provides essential cobrowsing capabilities, enabling your business to deliver superior customer support efficiently and securely.
What This Enables
Enable real-time customer issue resolution
Enable teams to provide immediate visual assistance to customers facing technical difficulties. Streamline troubleshooting by allowing agents to see and guide customers through complex processes directly on their screen.
customer support portals, online service desks, digital customer engagement platforms
Enhance agent efficiency and productivity
Streamline agent workflows by providing direct visual context to customer problems, reducing the need for lengthy verbal explanations. Automate parts of the diagnostic process by seeing the customer's environment firsthand.
contact center operations, remote support desks, customer success teams
Improve customer experience and satisfaction
Automate the delivery of personalized and effective support by reducing customer effort and wait times. Enable teams to offer a more guided and reassuring interaction, leading to higher customer satisfaction scores.
customer onboarding processes, technical assistance portals, post-sale support channels
Key Features
Real-time Screen Sharing
Agents can view and interact with customer screens to provide immediate, visual guidance, significantly reducing problem-solving time.
Secure Cobrowsing Sessions
Maintains data privacy and regulatory compliance through encrypted connections and controlled agent access to customer sessions.
Agent Guidance Tools
Empowers support staff to navigate customers through complex applications, forms, or troubleshooting steps efficiently.
Integration Capabilities
Connects with existing CRM and contact center platforms to provide a unified customer support experience.
Subscription Licensing
Offers predictable costs and access to the latest features and updates without large upfront capital expenditure.
Industry Applications
Finance & Insurance
Critical for guiding customers through complex online applications, account management, and transaction processes while maintaining strict data security and compliance standards like PCI DSS and GLBA.
Healthcare & Life Sciences
Essential for assisting patients with online portals, appointment scheduling, and understanding medical information, while adhering to HIPAA privacy regulations.
Retail & Hospitality
Improves the online shopping and booking experience by helping customers navigate websites, complete purchases, or resolve order issues in real-time, enhancing customer loyalty.
Legal & Professional Services
Facilitates secure client onboarding, document review, and assistance with online client portals, ensuring confidentiality and efficient service delivery.
Frequently Asked Questions
What is Cisco eGain Cobrowse?
Cisco eGain Cobrowse is a software licensing solution that enables your customer support agents to securely share and interact with a customer's web browser session in real-time. It helps agents provide faster, more effective assistance.
How does cobrowsing benefit my business?
Cobrowsing significantly reduces customer support resolution times by allowing agents to visually guide customers through issues. This leads to improved customer satisfaction, increased agent efficiency, and potentially lower support costs.
Is this license suitable for SMBs?
Yes, this platform licensing is designed for businesses of various sizes, including SMBs and mid-market companies, looking to enhance their customer support capabilities without enterprise-level complexity.
Deployment & Support
Deployment Complexity
Low — self-service
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.