Building a Collaborative Web Environment for Supporting End Users

This paper describes methods for developing a Web-based collaborative environment for call center agents supporting end users by using real-time Web browser sharing techniques. The collaborative functions should be available for end users without any preparation on the client side. This is because it is unacceptable for end users, especially novice users, if the system requires the users to download and install software on their client PCs in order to use the collaborative functions when they run into problems on the Web site. On the other hand, it is important for Web site developers to separate content design and collaborative-function development. If they are not separated, content designers have to create collaboration-aware content, and existing content cannot be reused with the collaborative functions. This paper discusses three approaches for developing real-time browser sharing systems, and shows why the proxy-based approach is the best to meet the above requirements. Collaboration tools, such as telepointers and annotations, can help an end user communicate with a call center agent. However, if the layouts of the same page are different among the shared browsers, coordinate-based telepointers and annotations will not be displayed at appropriate positions. This paper also explains methods for synchronizing Web page layout.