Third-Party Integration

Third-party integration is the process of linking separate software applications so they can share information and work together. In the context of Surfly, this means embedding co-browsing and other visual collaboration tools directly into the systems your teams already use every day. This eliminates the need for agents to jump between different browser tabs or applications to serve a customer.

There are two primary ways to achieve this with Surfly:

• Pre-built Integrations: These are ready-to-use connectors for popular platforms like Salesforce, Zendesk, NICE inContact, and others. They offer a fast, low-code way to add Surfly's functionality, such as a "start session" button, directly into the user interface of another application.
• API and Webhook Integrations: For custom-built systems or more specific needs, Surfly provides a set of developer tools.
  
  • The JavaScript API allows for deep embedding and UI customization on the front end.
  • The REST API enables backend control over session management, agent provisioning, and access to audit logs.
  • Webhooks send real-time notifications from Surfly to other systems when specific events occur, like a session starting or ending.

Connecting your collaboration tools to your core business systems has a direct impact on how efficiently your teams operate and the quality of the data you collect.

Create a Unified Agent Workflow

Agents are most effective when they can access all their tools from a single screen. Integrations make this possible, leading to a more streamlined work process.

• Reduced Context Switching: Agents can initiate a co-browsing or video chat session from within a CRM ticket or contact center console. This keeps their focus on the customer conversation instead of on managing software.
• Increased Agent Adoption: When a tool is a part of the existing workflow, agents are more likely to use it consistently and effectively.
• Faster Response Times: By removing the steps needed to manually start a session and invite a customer, agents can begin helping immediately, which lowers handling times.

Automate Processes and Enrich Data

Integrations allow for the automatic flow of information between Surfly and other systems, which saves time and improves record-keeping.

• Automated Logging: Session details, such as the duration, pages visited, and a link to a recording, can be automatically logged in the corresponding CRM case or customer record. This removes the need for manual data entry by the agent.
• Complete Audit Trails: For compliance purposes, having a complete record of the customer interaction attached to their profile in your system of record is a major benefit.
• Data-Driven Actions: With webhooks, an event in Surfly can trigger an action in another system. For example, the end of a session could trigger a customer satisfaction survey to be sent automatically.

A support agent at an e-commerce company is managing a customer issue through the NiCE inContact Call Center solution. The customer is struggling to apply a discount code on the checkout page. Instead of explaining the steps via text chat, the agent uses the Surfly co-browsing integration within NiCE inContact to assist the customer directly.

1. The customer clicks the "Get Help" button on the checkout page, initiating a co-browsing session request. This generates a notification and a unique session PIN code, which is displayed to the customer.
2. The agent receives the new co-browsing notification in their NiCE inContact interface, added to their queue. The agent joins the session by entering the customer's provided PIN code.
3. Once connected, the customer's browser tab is shared with the agent, allowing the agent to see exactly what the customer sees on the checkout page.
4. Using the annotation tool, the agent draws a circle around the correct field for the discount code and guides the customer to apply it successfully, completing the purchase.

The entire process is handled from a single screen, with the interaction record saved automatically in NiCE inContact for future reference.