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Upscope

Integrating co-browsing into contact center software

Co-browsing is a sophisticated technology that requires a dedicated focus to achieve consistency and quality and Upscope is the fastest and most secure co-browsing service for enterprises.

The use of APIs to add services like co-browsing has been rapidly increasing in the last few years, more than ever before. Specialist providers like Upscope, working with hundreds of enterprises, are able to refine and develop services faster than in-house resources at a lower cost.

Below we cover how Upscope co-browsing can be integrated into your contact center software.

One click co-browsing from your omni-channel live chat

Upscope can be integrated into omni-channel software so support agents are able to go from a customer chat to co-browsing in one click. Upscope already integrates with a number of systems and further integrations can be added very quickly.

Rather than asking the customer to spend their time explaining their problem with your system, you click once to see the problem and without having to download any software. It’s instant. By doing so, you skip half a dozen qualifying questions.

Not only can you see what they see but you can send your mouse cursor over the internet to appear on their screen and scroll and click for them, as if you were sitting next to them.

Go from an incoming call to a guided screen share using a simple pin code

To see the customer’s screen when they call in, Upscope generates a simple pin code for customers to read out to your contact center support staff. Entering that takes them straight into a co-browsing session.

Speaking to a customer and co-browsing with them is exactly like sitting next to them and guiding them through a website. It’s a perfect combination.

Security

Upscope is ISO27001 certified, HIPAA and GDPR compliant with granular user permissions, audit logs, SSL everywhere, ability to hide fields, control which data is stored and much more. Our clients are health, finance, SaaS and e-commerce companies from around the globe with stringent security requirements.

See the full security document here.

What are the key measurable benefits?

CSR satisfaction

Some of the least mentioned and yet most important set of improvements co-browsing brings are within CSR satisfaction. Reducing turnover of skilled CSRs, new hire failure rates, absenteeism and more will impact the bottom line significantly more than several other metrics combined. Co-browsing helps CSRs avoid asking the same questions again and again robotically. It allows people who enjoy and want to help customers to do their job.

The impact of Upscope co-browsing on other metrics will be greater depending on the complexity of the application and the technical ability of the customer.

43% reduction in handle time

On complicated applications with non-tech customers the average handle time can be reduced by between 30% to 43%.

20% reduction in first time call resolution

First time call resolution is harder to measure and benchmark because it’s so easily impacted by a range of factors outside of a contact center’s control but industry wide statistics suggest a 20% improvement on average.

CSAT and NPS improvements

The novelty of co-browsing and the speed at which it resolves problems positively impacts both the more immediate CSAT and longer term NPS scores.

Conversion and retention improvements

Conversion and retention figures might be at the top of the minds of many CEOs who are focused on growth. In some ways a 3% improvement in conversion or retention may bring about far greater interest than even a 30% improvement in handle time to a growth minded CEO.

As noted further above, if employees at contact centers are given the right tools and empowered to use them then staff satisfaction improves and consequently this impacts all other metrics.

On-premise options

If your company has stringent data protection policies and you can't allow customer data to leave your infrastructure, you have the option of deploying Upscope on premise.

Our on premise solution is designed to maximize security while reducing the amount of components needed to run the service.

With on-premise, all the servers would be located within your own private cloud.

There are several options on architecture including:

Data service on premise + Cloud. Data service on premise + Upscope API. Data service on premise only.

Cloud based REST API

With Upscope's REST API you can retrieve information about your account and your visitors, as well as generate authorization tokens that allow unauthenticated visitors to screen share with Upscope. This enables you to integrate Upscope within your application and handle authentication however it fits your needs.

Note: If you have your own support platform and wish to do a fast simple integration, you can use the javascript API to generate a co-browsing link (Upscope('getWatchLink', cb);) and place that link on your interface. Each link is uniquely generated for each user's screen.

The co-browsing link would take them to Upscope so your support agents would still, in this case, need to have an Upscope login account. If you don't want them to have to sign up to Upscope and wish to manage all support agents within your own app, you'd use the REST API. Typically, companies do this when they have a large number of support agents.

Pricing? How do you want to purchase and integrate Upscope?

SaaS has matured rapidly in the last few years and now the best question we can ask, rather than adhering to a rigid structure that works for nobody, is how do you want to buy Upscope? Here are some examples of what has worked before.

Per physical seat

A commitment based structure with an agreed minimum number of seats. This fits well with contact center shift patterns.

The cost per seat starts at a lower rate to prove return on investment, after which it will increase to the regular rate, eventually hitting bulk discounts.

Perpetual licenses

This is typical with a license fee up front and then an annual maintenance charge. Perpetual license pricing models are used when you yourselves price this way with your customers for large volumes, with an agreed minimum.

Proof of concept

We understand that it can take a couple of months for actual usage to make itself clear so you don’t want to pay annually until you’re sure. It’s often the case with co-browsing that the volume of usage is dependent on the relative technical knowledge of the end user and the complexity of the software or service that the contact center is supporting.

Tell us how you'd like to proceed

Tell us how you’d like to buy, test and prove Upscope works for you and we’ll work together on a business and pricing model that fits.

Contact us on sales@upscope.com or use our live chat and we'll route you to the right person.

Do you have questions? Contact our team!