Presence enhanced co-browsing customer support

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United States of America Patent

PATENT NO 10827011
APP PUB NO 20170013073A1
SERIAL NO

15270258

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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Script on a visitor's browser posts information about the visitor to a presence system. The script may post information such as the URL of the page being viewed by the visitor and any available information identifying the visitor. Agents connect to the presence system to detect visitors on the website. Any identifying information posted by the visitors to the presence system is captured into the agent CRM system to enable the agents to see, within the CRM system, which contacts known to the CRM system are currently on the website. The agent may signal the visitor through the presence system to initiate a co-browse session on which the agent can see the visitor's activities on the website. The co-browse session may be initiated by the agent without requiring the visitor to take action and optionally without the visitor's knowledge.

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First Claim

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Patent Owner(s)

Patent OwnerAddress
GLANCE NETWORKS INC1167 MASSACHUSETTS AVENUE ARLINGTON MA 02476

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Baker, Richard L Belmont, US 52 781
Hardebeck, Edward F Brookline, US 14 174
Mendez, Deborah Arlington, US 20 536

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