nGen’s CoBrowsing software is a customer service solution that helps you browse your website with customers to quickly guide them to the answer they’re seeking. Improve customer service with CoBrowse.

1. nGen CoBrowse
Create a Visual, Memorable Online Experience for Your Customers
THE BUSINESS PROBLEM innovative. The technology enables
agents to balance end-user acceptance
Whether your customer needs help
with corporate security standards; it is
completing an order form or can’t find the
fully browser-based and does not
product they’re looking for on your Web
require software installation by the
site, sometimes the nature of the inquiry
customer or opening of firewall ports.
requires an agent to “reach through” and
nGen CoBrowse is available for both on-
provide a visual connection to the
premise and hosted deployments.
customer’s answer. Phone and email
channels provide little to no visual NGEN COBROWSE BENEFITS
“We are very pleased assistance capabilities, and chat alone
cannot accomplish the task. The customer Rapidly Resolve Inquiries: Guide
to have created a customers immediately to their
and the agent alike become frustrated,
strategic partnership decreasing customer satisfaction and agent solution instead of stumbling over
with nGenera CIM. productivity. Additionally, end users have drawn-out explanations via phone or
been wary of co-browse solutions because email.
They bring our
of required software downloads as well as Increase Sales Revenue: Agents
solution to the the complexities of Web site technologies. become an extension of your sales
enterprise where its How can you empower your agents to force by pushing up- and cross-sell
full array of features provide a visual solution to your customers’ opportunities when customers are
inquiries while ensuring the safety and guided to their solutions in real-time.
and functionality can security of your customers?
Improve First-Contact Resolution
be truly utilized to and Customer Satisfaction Rates:
THE NGENERA CIM SOLUTION
increase agent Provide a visual and personal
nGen CoBrowse helps you reach out to your connection to your customers’
productivity and
customer when they need you most. answer, increasing the likelihood of
revenue." Whether they require assistance completing immediately resolving the issue and
their purchase or have a question about a improving customer satisfaction.
product on your Web site, nGen CoBrowse
--Igor Khalatain, Reduce Shopping-Cart
gives a personal touch to customer service.
PhD., Founder & Abandonment Rates: Engage
Integrated with a chat or telephony
customers using visual cues before
CEO, LiveLOOK implementation or as a stand-alone
they become frustrated and vacate
solution, it enables agents to reach out to
your site.
the customer in a non-intrusive, user-
friendly environment. Ensure Your Customers’ Safety
while Giving Them Control:
LiveLOOK, the leading provider of real-time Constant notification of session is
online interaction tools, has partnered with displayed, sensitive information is
nGenera CIM to provide the collaborative not transferred, and your customer
technology that makes nGen CoBrowse so can cancel the session at any time.

2. KEY FEATURES
CoBrowsing Functionality Supervisory Functions
Co-browse order forms, Real time, custom, and historical
knowledgebase, Web sites, and reporting, featuring queue stats,
shopping carts with customers active sessions, and workload
nGen CoBrowse is Teach visitors site navigation and Manage and monitor agent sessions
promote access to future self-service for training and quality
secure, easy to use, Agent has mouse and keyboard control Whisper and take-over
and simple to deploy— of customer screen with customer’s functionality
it adds value that will permission
make a difference to Implementation Customer Experience
your customers’ online Can be integrated into Phone and Chat No downloads required
experience and your implementations or available as a Supports all standard browsers
stand-alone solution Personal support at the point of
bottom line. Skills-based routing capabilities need
Available as both on-premise and No sensitive information is
hosted transferred
Multiple simultaneous sessions per Customer can close session and
agent regain control at any time
Complete customer history with
threaded interactions Not all features are available with
Full timer and load level dashboard every nGen CoBrowse configuration.