Co-browsing and Screen-Share Software

Co-browsing and screen-share software for real-time customer connection

Screen-share and co-browsing solutions so you can see what your customers see. Reduce abandon rates, empower your agents, and drive revenue growth with co-browse and screen share software

Supercharge service conversations with real-time co-browsing and screen sharing. Make it simple for customers to share browser pages with agents without disrupting their conversation. Upgrade a voice or chat conversation by switching to video chat and guide your customers in real-time with Draw tools to highlight key elements on screen. Share documents securely and help your visitors remotely whilst delivering an in-person experience.

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Co-browsing software that works on any website

Surfly differs from other co-browsing software as all elements (including iFrames) can function correctly within the co-browsing session. With a user and agent experience that is much faster than other solutions, audio and video are synced, and visual updates can be efficiently captured.

Co-browsing that works on any web page – even those you don’t control

Whether your customers are connecting through WhatsApp, Facebook, phone, or webchat you can launch co-browsing sessions directly from any web application.

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What Our Contact Centre Customers Are Saying...

Prominent online tyre retailer in the UK teams up with Route 101 to revamp contact centre operations

Blackcircles improves automation, optimises workforce management, and introduces robust reporting to its contact centre with Route 101’s help.

UK food brand distributor partners with Route 101 to transform customer support with Zendesk solutions

All About Food elevates customer interactions with Route 101’s help and Zendesk Suite Professional across all channels.

Leading wholesaler of confectionary cuts first reply time by 90% with Zendesk

Route 101 helps Hancocks, the UK’s biggest supplier of wholesale sweets, slash response times from hours to minutes, and boost customer satisfaction.

Route 101 helps an events and exhibition venue to future-proof its customer services before a major international event

Route 101 supports ACC Liverpool in implementing Zendesk to allow its team connect more effectively with customers and serve across multiple channels.

Route 101 helps a rewards club to rebrand and relaunch the customer service estate with Zendesk

Learn how Virgin Red revamped the existing Zendesk platform to fully optimise its help centre and provide customers with self-serve capabilities.

UK’s automotive contact centre transforms technology set-up to drive operational improvements

Route 101 empowers Mitsubishi Motors UK to optimise its Zendesk instance and equips its team with expertise to manage and grow the platform.

Top UK payment provider works with Route 101 to modernise its contact centre and workforce management solutions

Dojo transforms its contact centre platforms and upgrades its WFM processes to deliver exceptional CX and drive growth with Route 101's assistance.

Government agency streamlines its casework management and maximises efficiency with Route 101's help

Route 101 implements Zendesk Suite Enterprise for efficient and automated management of customer service enquiries at PINS.

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

Beauty Pie work with Route 101 and Digital Genius to automate its operations.

BPO uses cloud contact centre software to double capacity during the pandemic

Teleperformance UK Group worked with Route 101 to implement NICE CXone - enabling the business to scale at speed and meet unprecedented levels of inbound demand.

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Brandon Hire Station boost sales and CSAT with Route 101 and partners.

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.

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Co-browsing, document sharing, and video chat capabilities

Real-time, proactive co-browsing means you can offer help when and where your customers need it

See exactly where users are struggling and point them in the right direction with the click of a mouse.
Make your website/online documents more accessible and instantly see issues or illustrate a concept in a joint web session.
Share files with others across different locations and make it easy for agents to chat face to face with customers over video.
Switch control of the session in seconds to help agents guide customers or let customers illustrate their point.
Communicate visually with drawing functionality to instantly highlight key areas on a page to your customers.

A secure, compliant, co-browsing solution

HIPAA | ISO 27001 | AICPA SOC | PCI DSS | GDPR Compliant

Guaranteed protection of your information – let your customers see your website, and nothing else. Your sensitive data can either be stored in the cloud or on premise. Clients with stringent security and privacy needs can self-host the solution on their own premises, strictly monitoring and defining what comes in and out.
Govern what an agent can/cannot see when customers input their personal information during a session with field masking. Element masking means you can mask any sensitive elements on the web page – controlling the information your agents can see during a co-browsing session.
Control access and privileges by white and blacklisting users.
Set up compliant sessions – connect with customers who deal with protected information and follow required security measures such as HIPAA.
Fully isolate shared web sessions to a single browser tab and close this tab to end the automatically.

Agent behaviour controls and accountability

Control what your agents can or cannot do and customise your flows to manage the customer experience and ensure they’re only able to perform the actions you want them to – like clicking the ‘buy’ button.
Ensure all session actions are accountable with an audit log to track all session actions, and track how/if an agent’s activity impacted a conversion, or if a customer took a certain action.

Co-browsing vs screen-sharing: what's the difference?

Co-browse and screen-share both let customers share what they are looking at with agents. However, there are some key differences in functionality. Unlike screen-sharing, co-browsing means you share your web browser or mobile application, not your complete desktop. The most secure co-browsing solutions are 100% browser-based, without requiring any download or plugin installation.

Co-browsing solutions mean customer service agents can:

Join the customer in their browsing session in real-time
Guide customers through transactions when they need help
Share and view documents together with customers, securely
Drive more efficient interactions through visibility of contextual information

Co-browsing software means agents can’t see sensitive information and can accompany customers through the whole session without compromising security, whilst screen-sharing will share the entire screen or application, without any restrictions. Because screen-sharing solutions are pixel-based, where the controller constantly takes snapshots of the screen and sends them across to the other side in compressed form, screen updates are often slow and low quality. Co-browsing means agents can browse the internet together with your customer, instead of just looking at an image of a website on someone else’s computer.

Comparison	Surfly Co-Browsing	Embedded Co-Browsing	Remote Browser	Screen Sharing
No website changes required	✔	X	✔	✔
Universal (IFrame & 3rd party content)	✔	X	✔	✔
Fast Performance	✔	X	X	X
Fine-grained control switching	✔	X	X	X
High Quality	✔	✔	X	X
No Installation or Extension	✔	✔	✔	X
Can be integrated in web apps	✔	✔	X	X
Restricted only to the web	✔	✔	✔	X