Oracle RightNow Cobrowse Cloud Service

Bridge the Gap Between Web Self-Service and Agent-Based Assistance

Visitors often require additional customer service support to make a purchase, find product information, or to get answers to questions. With Oracle RightNow Cobrowse Cloud Service, agents can achieve a visual connection that allows customers to reach their goals on the phone or via live chat.

  • Oracle RightNow Cobrowse Cloud Service
Global Contacts
 
Feature Benefit
Integrated Desktop
  • Tightly integrated within the on demand agent desktop
Assign Call Lists to Reps
  • Automatically assign and distribute call lists, driving efficiency by ensuring that the right calls get to the right reps

Universal
  • 100% browser-based, which means nothing for customers to download or install
  • Supports all browsers (Internet Explorer, Firefox, Safari, etc.)
  • Works on all platforms (Mac, Windows, or Linux)
Safe
  • Permissions limit agent's control of consumer's desktop
  • Desktop control permission includes: view only, view and point with mouse control (no click on mouse), view and point with mouse click control, and full desktop control.
  • Customers have total control and can terminate co-browse sharing at any time

Secure
  • Manages firewalls
  • Works with SSL encryption
  • Supports both Port 80 and 443
Manages Multiple Technologies
  • Complex pages – dynamic content, ASP.net, Lotus Domino forms, etc.
  • Web 2.0 technologies – Ajax, Flash,.NET, Applets, ActiveX, etc.
  • Popup windows

Intelligent Knowledge Base
  • Knowledge base answers are presented to customers in the form of suggested solutions based on content analysis of the customer's inquiry
 
 
 
 
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