Co-Browsing (also known as collaborative browsing) is a technology that allows peer-to-peer communication between two browsers and delivers instant contextual communication.
Co-browsing could be used in a number of digital journeys, both for banking and insurance use cases:
- Customer onboarding;
- Loan application;
- Compliance related processes;
- Claims handling and many more.
With Co-Browsing, customers and operators can interact in real-time, streamlining an in-person experience. Operators can see the customers’ screens in real-time and guide them remotely though forms, transactions, and processes by either highlighting relevant areas on the customers' screens or by taking control of the customers' web sessions and performing actions on behalf of the customers (if the customer allows it).
Co-Browsing uses WebRTC (Web Real Time), an open framework for the web that enables Real-Time Communications (RTC) capabilities in the browser. This provides a 100% web-based experience that requires no downloads, installations, or plugins.
FintechOS enables you to add Co-Browsing to your digital journeys allowing you to connect operators and customers in real-time. This increases operators’ efficiency by reducing call-handling time and provides faster customer service, enhanced customer satisfaction, and improved business performance.
- Enhanced User Experience. High quality and scalable video communications for your FintechOS web and mobile applications;
- Quality of Service. Dynamically prioritize audio traffic over video on slow network connections;
- Adaptive Layout. Adapt stream layout and display based on audio detection;
- Browser sharing in real time. Operators and customers share their active web session while in a video call;
- Visual drawing tool. Operators can highlight a specific area on the customer’s screen to instantly point the customer to specific actions;
- Chat. Customer and operator can interact via text messages;
- Control switching. The leader or the participant(s) can take control or request control of the session in seconds, and aid the other call participant by navigating on the screen in real-time.
Secure co-browsing sessions are important, especially when taking into account that personal data is exchanged in banking or insurance digital journeys. The FintechOS Co-browsing capability ensures data protection and security:
- Data in transit is encrypted. Co-browsing sessions use HTTPS connections, SHA-256 SSL certificate and AES 128-bit encryption to protect sensitive data in transit.
- No data is stored. FintechOS does not store co-browsing session data. The data lives in the memory during the co-browsing session.
- Behavior control. The customer controls the operator's permissions.
- Isolated control. The person who controls the session can hide sensitive elements from other session participants.
- Data Privacy. Sensitive customer data is protected using field masking. The fields containing customer sensitive data are obfuscated, not shown in plain text to the operators and other session participants (if any were invited).
- White/Black Listing. Allow or deny access and privileges to specific members.
- Action audit. Track all actions performed during the co-browsing session.