Siebel eCollaboration Administration Guide > Siebel eCollaboration Architecture >

About Siebel eCollaboration

Siebel eCollaboration allows customer care agents and callers to "meet on the Web" and use a variety of visual and verbal communication tools. They see the same desktop image, as if they were sitting at the same computer.

When a caller requests a Web collaboration session by clicking Contact Us on most Siebel customer applications, a session is created automatically. When an agent accepts the caller's Web call, the agent and the caller both see the last page the caller was on prior to clicking Contact Us. The agent and caller are also connected by the caller's choice of verbal interaction—voice over IP, phone, or Web chat.

With Follow-me browsing, the agent and caller virtually share a browser. When either one navigates to another page, the other's browser also displays the new page. The agent and caller can also use this functionality to jointly complete a Web form.

In addition to touring different Web pages, the agent and caller can display applications to each other. Either participant can display the entire desktop to the other, even if the other does not have the application being displayed.

Because the agent can see what the caller sees, the agent is better equipped to guide the caller to Web pages to find information, perform demonstrations, or to help the caller complete a task. The caller is better equipped to convey the service issue and to understand the solution that the agent communicates.

NOTE:  Because of the nature of eCollaboration, some types of advanced browser capabilities are not available. Advanced client-side browser technologies do not make use of typical server connectivity. Some Siebel products, including but not limited to Siebel eAdvisor and Siebel applications in high interactivity state, make extensive use of client-side Java scripting. Because these Javascripts are executed in the client (the browser), the server never receives the commands and cannot pass these commands between browsers.


 Siebel eCollaboration Administration Guide 
 Published: 24 June 2003