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Web-Based Support by Thin-Client Co-browsing

  • Matthias NiederhausenEmail author
  • Stefan Pietschmann
  • Tobias Ruch
  • Klaus Meißner
Part of the Advanced Information and Knowledge Processing book series (AI&KP)

Abstract

As web applications are becoming ever larger, more complex and thus more demanding for their users, there is a growing need for customer support. Very often, it is provided by support centers via phone. However, the media break between browser and phone hampers the common understanding of user and consultant. As a result, support becomes ineffective and expensive, and users get frustrated. Screen sharing solutions are one possible solution for this problem, but they have major disadvantages like high bandwidth requirements, slow performance and, most importantly, the need for a client-side installation. These drawbacks are addressed by VCS, a concept and system for “instant co-browsing”, that runs directly within the user’s browser. It equally allows all participants of a support session to see and navigate the same web page on their screens, being aware of what the other person is currently doing on the page. People can directly interact with each other, jointly complete tasks and solve. The event-based nature of the synchronization approach to be presented further facilitates adaptation, so that users with heterogeneous end devices may collaborate. In this chapter, we present VCS and also discuss the special challenges that this approach entails.

Keywords

Context Data Proxy Server Shared Content Adaptation Engine Heterogeneous Device 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Notes

Acknowledgements

The VCS project was funded with means of the European Regional Development Fund 2000–2006 and with means of the Free State of Saxony. The authors especially want to thank Dr. Zoltán Fiala and the VCS team at Comarch, Dresden.

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Copyright information

© Springer-Verlag London 2010

Authors and Affiliations

  • Matthias Niederhausen
    • 1
    Email author
  • Stefan Pietschmann
    • 1
  • Tobias Ruch
    • 2
  • Klaus Meißner
    • 1
  1. 1.Chair of Multimedia TechnologyTechnische Universität DresdenDresdenGermany
  2. 2.T-Systems Multimedia Solutions GmbHDresdenGermany

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