This article describes how eGain Cobrowse integrates with Amazon Connect and Salesforce to enable real-time collaborative support for contact center agents.

• eGain Cobrowse enables agents to co-browse websites with customers in real-time
• Integrates with Amazon Connect for voice/chat and Salesforce Service Cloud for agent desktop
• Agents can help customers fill forms, highlight page areas, and resolve issues collaboratively
• Security rules mask sensitive PII and control agent access to specific form fields
• Amazon Lex powers IVR, Lambda retrieves customer context from Salesforce
• Customers explicitly grant permission before cobrowse sessions begin
• All agent and customer actions are logged for auditing and compliance
• Setup requires Salesforce admin installation of CTI adapter and eGain AppExchange app
• Website admins add eGain WebTag code and cobrowse buttons to enable functionality

This solution combines Amazon Connect's contact center capabilities with eGain's cobrowsing technology to deliver enhanced customer support experiences through real-time collaboration.