Collaborative environment for supporting web users

Abstract

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. 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.