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In today’s fast-paced digital landscape, it’s crucial for companies to deliver support to customers across various channels such as voice, chat, and email. Customers now anticipate that contact center agents offer guided assistance and collaboration while they fill out online forms or navigate complex transactions on websites. By utilizing integrated cobrowsing solutions, agents can provide valuable, collaborative, and real-time online support.
This article examines a deployment scenario where Amazon Connect, paired with Salesforce Service Cloud, manages voice interactions, while eGain’s Cobrowse console equips agents with the ability to offer cobrowsing assistance. We will delve into the benefits of this integrated solution and outline the steps necessary for its setup.
eGain Cobrowse is an advanced cobrowsing tool that empowers customer service agents to deliver high-value, interactive online support in a highly engaging manner. It enables voice and chat agents to enrich the customer experience by conducting simultaneous cobrowsing sessions.
With eGain Cobrowse, agents and customers can collaboratively fill out forms, highlighting specific areas for better understanding. eGain, an AWS Partner and seller on AWS Marketplace, specializes in customer engagement solutions that facilitate digital transformation for top brands through knowledge management, artificial intelligence (AI), and analytics.
Solution Overview
eGain Cobrowse is crafted to ensure seamless cobrowsing experiences even on intricate websites. Businesses can establish detailed cobrowsing rules that restrict agents’ read or edit access to specific fields on web pages and forms, safeguarding client privacy and compliance. All actions taken during cobrowsing sessions are logged for reporting, auditing, and discovery purposes.
This integrated approach allows contact center representatives to communicate with customers via chat or phone while providing real-time collaboration through cobrowsing. Agents can assist customers with problem resolution, form completion, or other transactions. The Cobrowse application can be incorporated into various agent desktops like Salesforce Service Console, ServiceNow, and others.
In the architectural overview below, Amazon Connect powers the telephony and chat features, integrated into Salesforce Service Cloud through Amazon Connect’s Contact Control Panel (CCP). eGain Cobrowse is embedded within the Salesforce console, granting agents access to cobrowsing capabilities.
Customer Support Journey
Website users seeking assistance can either call or chat with an agent through the Amazon Connect-enabled contact center infrastructure. An Amazon Lex bot may manage the interactive voice response (IVR) for the contact flow, recognizing customer intent and routing calls to a contact center agent. If cobrowse is available on a specific web page, customers can click the “cobrowse” icon to initiate a session with an agent, allowing them to complete web forms collaboratively. Customers must provide explicit consent for agents to start a cobrowse session, accepting terms and conditions. Once initiated, agents can view the customer’s web page and assist with any challenges faced. Enhanced security protocols ensure agents do not have access to personally identifiable information (PII).
Agents utilize the Amazon Connect CCP, embedded in the Salesforce console, to engage with customers. Upon logging into their CCP instance, agents receive call or chat requests in their queues. After accepting a call or chat, agents connect to the Amazon Connect instance, which triggers an AWS Lambda function that passes the customer’s context. Lambda subsequently calls the Salesforce API to retrieve additional customer information. Agents can select a cobrowse session ID from the eGain Cobrowse app and commence assisting the customer. Once resolved, they can conclude the chat or call.
Prerequisites
To set up this solution, ensure you have the following:
- An AWS account.
- An Amazon Connect instance for agents to connect to CCP.
- A Salesforce account with API access and permissions to install connected apps.
- If your Salesforce app enforces IP address restrictions, add AWS IP ranges to the allowed list.
- Purchase eGain Cobrowse from AWS Marketplace with Cobrowse or Advisor desktop licenses.
Required Setup
For Salesforce administrators:
- Log into the Salesforce console.
- Install the CTI Adapter and Salesforce Lambdas: This embeds Amazon Connect CCP in Salesforce and provides telephony control along with access to event data from Amazon Connect.
- Configure SSO with Amazon Connect (Optional): This integration allows Salesforce users to log in once and be automatically logged into AWS using the same credentials.
- Install eGain for Salesforce from AppExchange: This marketplace offers partner solutions like eGain.
- Configure eGain Cobrowse for Salesforce.
For website administrators:
- Add eGain WebTag to the relevant webpages: This code snippet enables cobrowsing and offers chat and video options.
- Implement a “Start Cobrowse” button on necessary web pages: This facilitates customers in initiating cobrowse sessions.
Typical Customer Journey Flow
The following visuals illustrate how agents can effectively resolve customer inquiries while cobrowsing. Once logged into the Salesforce console, agents can access Amazon Connect CPP and eGain Cobrowse apps. The CPP, embedded within Salesforce, permits agents to manage their availability for incoming interactions.
When agents receive an incoming call or chat, customer profiles are auto-populated, providing them with a comprehensive view to aid the customer effectively. For more on onboarding strategies, check out this excellent resource on onboarding new hires during COVID-19.
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