A place to ask questions, connect with others, and stay in the know
In the Q&A show (ep. 48) you had mentioned that voice only co-browse is coming around late Q2. Is the legacy option that voice is currently available on, nearing end of life on planning to be decommissioned? It also sounds like once this is deployed in the new version, the voice option might be presented as a "would you like to join a call" type of prompt / push to the customer already in a chat. Is this correct, that the chat / messaging session would have to be started first? Would it be possible to integrate this voice co-browse functionality from another, non-Genesys chat tool (like Open Messaging) or would co-browse only be available for Genesys messaging directly?
The upcoming Co-browse for Voice is built upon our new and improved Co-browse service, including simplified deployment via Messenger. Similar to how Web Chat will, in time, be decommissioned in favor of Web Messaging, the legacy Co-browse offers will be decommissioned as well. Timing of this has not been decided yet, but this topic will be revisited later this year.
As for how Co-browse will work for Voice, the end-customer experience will be very similar. While they're on the phone with an agent, the agent will provide a PIN to the customer and guide them on where to enter the PIN on the website, which will be within Messenger, but not within a web messaging conversation.
With this PIN approach, we could have the ability to extend this capability to third party messaging channels and Open messaging as well. We'll be monitoring demand to determine when we can offer this support.
Thanks for the question!
It's sounding like the teams my team supports may have a use case that would fit well with the new voice co-browse (we are not currently using co-browse though). So we would appreciate being able to keep an eye out for those releases to come! Is there a best project / roadmap title that this is tied too that my team can follow up on in the future and look for in the roadmap?I think we may also have an opportunity for a use case with the third party messaging channel integration, so I'll share the idea with our teams as well and look forward to hearing how this progresses as well!
Sounds great, thanks Monica! The roadmap to keep an eye on is Digital Web and Mobile Messaging. Our new Co-browse is deployed via Messenger which is why it's captured as part of this workspace.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.