In this guest post, Thomas Woods from Surfly explores how adding visual collaboration to Cisco Webex Contact Center transforms customer interactions.
The shift from voice to visual experiences
Contact centers have evolved far beyond voice. Customers today expect fast, personalised, and guided support, especially when navigating digital forms, portals, or account dashboards. Yet, many contact centers still rely on verbal or chat-based instructions that leave customers frustrated and agents helpless when words aren’t enough.
For customers implementing Cisco Webex Contact Center, this gap represents a golden opportunity: add visual assistance to your customer engagement stack, easily, securely, and at scale.
Why Webex Contact Center is the ideal foundation
Cisco’s Webex Contact Center provides a modern, cloud-native platform for omnichannel engagement. It brings together voice, chat, email, and digital channels in a unified agent experience, complete with AI-powered routing, analytics, and automation.
But even with all these capabilities, one challenge remains universal:
How can agents guide customers through complex web interactions — in real time — without relying on screen sharing or remote-control software?
Enter Surfly Co-Browsing, powered by Voitec
That’s where Surfly’s universal co-browsing comes in. Together with Voitec, Surfly enables customers to seamlessly embed co-browsing capabilities directly into Webex Contact Center workflows, without downloads, without infrastructure overhead.
With a single click, an agent can launch a secure co-browsing session that lets them see the customer’s browser tab, highlight fields, scroll, annotate, and guide them, all while sensitive information (like passwords or credit card details) remains hidden.
How it works in practice
Picture this:
A customer calls or chats via Webex Contact Center because they can’t complete a form or transaction online. The agent simply clicks “Start Co-browse” in their Webex interface.
The customer receives a short, secure link. Within seconds, both are looking at the same webpage, no installations, no screen sharing, no data risk.
The agent can then:
- Highlight or point to elements on the page
- Help the user navigate complex steps
- Annotate and guide in real time
- Escalate seamlessly to video or voice
When the session ends, all interactions are logged for audit and training purposes.
The example below demonstrates co-browsing integrated with Webex video.
Benefits for system integrators
For Cisco integrators, the Surfly + Webex CC combination is a turnkey differentiator:
- Quick to integrate: Works through simple APIs or embedded widgets
- Fast ROI: Reduce average handling time and improve first-contact resolution
- Secure by design: Proxy-based co-browsing ensures no data ever leaves the user’s browser
- New revenue stream: Package co-browsing as an optional managed service or value-add
- Delightful experience: Customers feel guided, agents feel empowered
This simple enhancement transforms contact centers from reactive to proactive, creating true guided experiences that build trust and loyalty
Built for enterprise-grade reliability
Unlike traditional screen sharing or desktop control, Surfly’s proxy-based architecture ensures maximum security and performance.
Sensitive fields are automatically masked or redacted, sessions are encrypted and logged, and agents retain full control over access and permissions.
That makes the integration fully compliant with the data privacy and security standards demanded by enterprise customers across finance, insurance, telco, and government.
Go to market with Voitec + Surfly
As a trusted technology partner in the APJC region, Voitec helps system integrators accelerate adoption of cutting-edge collaboration tools like Webex Contact Center.
Now, through this partnership with Surfly, Voitec enables integrators to add visual collaboration into every customer interaction.
Join us at Cisco Live APJC to see it in action and discover how co-browsing can transform your contact center offering.