Live chat platforms with co-browsing and screen share capabilities handle complex customer support scenarios where text-based communication fails to resolve technical issues or guide users through multi-step processes. Organizations implementing these solutions must navigate significant operational tradeoffs between security requirements, pricing models, and technical implementation complexity.
Cobrowse.io distinguishes itself through self-hosting capabilities and air-gapped network support, critical for organizations requiring complete data sovereignty during sensitive customer sessions. If you need enterprise-grade security without cloud dependencies, Agent IQ's SOC 2 Type II compliance and single-tenant architecture specifically address banking and financial services workflows where data isolation prevents regulatory violations. ChatBeacon removes the primary adoption barrier by eliminating downloads entirely, enabling instant session initiation when customers resist software installations.
Surfly's data-in-memory architecture ensures zero persistent storage, making it operationally suitable for HIPAA-compliant healthcare interactions where patient data cannot remain on systems post-session.Live chat platforms with co-browsing and screen share capabilities handle complex customer support scenarios where text-based communication fails to resolve technical issues or guide users through multi-step processes. Organizations implementing these solutions must navigate significant operational tradeoffs between security requirements, pricing models, and technical implementation complexity.Live chat platforms with co-browsing and screen share capabilities handle complex customer support scenarios where text-based communication fails to resolve technical issues or guide users through multi-step processes. Organizations implementing these solutions must navigate significant operational tradeoffs between security requirements, pricing models, and technical implementation complexity.
Cobrowse.io distinguishes itself through self-hosting capabilities and air-gapped network support, critical for organizations requiring complete data sovereignty during sensitive customer sessions. If you need enterprise-grade security without cloud dependencies, Agent IQ's SOC 2 Type II compliance and single-tenant architecture specifically address banking and financial services workflows where data isolation prevents regulatory violations. ChatBeacon removes the primary adoption barrier by eliminating downloads entirely, enabling instant session initiation when customers resist software installations.
Surfly's data-in-memory architecture ensures zero persistent storage, making it operationally suitable for HIPAA-compliant healthcare interactions where patient data cannot remain on systems post-session. If budget predictability matters more than per-agent scaling, Crisp's flat-rate pricing at $95 monthly for ten seats contrasts sharply with competitors charging individual agent fees. However, Crisp blocks functionality on pages exceeding 500KB, creating unpredictable availability during complex product demonstrations.
Genesys offers market-leading capabilities but imposes strict domain requirements that prevent co-browsing across different second-level domains, potentially blocking sessions during multi-site customer journeys. Route 101 provides granular field masking for credit card data protection, though its dependency on white-labeled Surfly technology creates vendor lock-in risks. The choice ultimately depends on whether your operational priority centers on regulatory compliance, cost predictability, or technical implementation constraints.
Agent IQ’s Co-browsing software is a solution designed specifically for customer support and success industry. It provides real-time, interactive screen sharing that allows agents to visually guide users through processes, addressing the need for efficient live assistance and reducing the time spent on resolving issues.
Agent IQ’s Co-browsing software is a solution designed specifically for customer support and success industry. It provides real-time, interactive screen sharing that allows agents to visually guide users through processes, addressing the need for efficient live assistance and reducing the time spent on resolving issues.
Best for teams that are
Banks and credit unions focused on relationship banking models
Institutions needing integration with banking platforms like Q2 or Narmi
Financial services requiring secure video banking escalation
Skip if
Retail, e-commerce, or non-financial industries
Companies wanting a simple, standalone co-browsing tool
Businesses not needing high-touch relationship management features
Expert Take
Our analysis shows Agent IQ effectively bridges the gap between digital convenience and human connection by embedding co-browsing directly into the banking chat interface. Research indicates the platform delivers measurable ROI, such as a 3.9X increase in funded applications, by allowing staff to not just view but actively assist with complex forms. With SOC 2 Type II certification and single-tenant architecture, it meets the rigorous security demands of the financial sector.
Pros
No downloads required for account holders
Seamless transition from chat to co-browsing
SOC 2 Type II Certified security
Advanced annotation and remote form-filling
Integrates with Q2, Fiserv, and Jack Henry
Cons
Pricing is hidden behind custom quotes
Learning curve reported during rollout
Requires account holder approval for every session
Implementation may require custom configuration
This score is backed by structured Google research and verified sources.
Overall Score
9.7/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Live Chat Platforms with Co Browsing and Screen Share. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.9
Category 1: Product Capability & Depth
What We Looked For
We evaluate the richness of collaboration tools like annotation, remote control, and seamless channel switching specifically for banking workflows.
What We Found
Agent IQ offers robust co-browsing with annotation tools, mouse movement visualization, and a '2nd level' capability for remote form filling, all integrated directly into chat and video workflows.
Score Rationale
The product scores highly due to its ability to seamlessly escalate from chat to visual support with advanced features like remote control for form completion, though it is strictly focused on banking use cases.
Supporting Evidence
Co-browsing can be initiated seamlessly from text-based chat or video chat sessions without losing context. Lynq's video chat can seamlessly transition into co-browsing... the banker can seamlessly activate co-browsing within the video session.
— agentiq.com
The platform supports a '2nd level' of co-browsing that enables staff to enter information and fill fields directly on the account holder's screen. initiate a 2nd level of co-browsing support and enter information, fill fields, or click on links
— agentiq.com
Lynq's co-browsing allows staff to employ annotation tools or mouse movements to visually guide account holders through steps. employ annotation tools or mouse movements to visually guide them through each step
— agentiq.com
Integration with existing systems is highlighted in the company's integration directory, enhancing usability.
— agentiq.com
Documented in official product documentation, Agent IQ Co-Browsing offers real-time screen sharing for interactive customer support.
— agentiq.com
9.3
Category 2: Market Credibility & Trust Signals
What We Looked For
We look for adoption by major financial institutions, strategic partnerships with core banking platforms, and documented success stories.
What We Found
The platform is trusted by major institutions like BMO and First American Bank and holds strategic partnerships with leading digital banking providers like Q2 and Narmi.
Score Rationale
The score reflects strong market validation through enterprise-level deployments (BMO) and formal resale partnerships with major fintech vendors like Q2.
Supporting Evidence
Agent IQ partnered with Narmi to integrate Lynq's platform with Narmi's digital banking and account opening products. Agent IQ... announced a strategic partnership with Narmi... enabling community banks and credit unions to enhance customer experience
— agentiq.com
BMO utilized Agent IQ's Lynq platform to handle a 30x surge in customer inquiries during their conversion of Bank of the West. BMO embraced the AI self-service... Lynq's highly configurable self-service option equipped BMO to efficiently answer a majority of simple customer questions
— agentiq.com
Agent IQ has a strategic partnership with Q2, allowing Q2 to resell the Lynq platform directly to its bank and credit union customers. Agent IQ has extended its integration partnership to become a Q2Strategic Alliance partner.
— agentiq.com
9.0
Category 3: Usability & Customer Experience
What We Looked For
We assess the friction involved in starting a session, such as download requirements, and the intuitiveness of the interface for end-users.
What We Found
The solution prioritizes a frictionless experience with no downloads required for account holders and a single-click approval process for security.
Score Rationale
The 'no-install' architecture significantly boosts the score by removing technical barriers for banking customers, a critical factor in user experience.
Supporting Evidence
The transition from chat to co-browsing is designed to be seamless, occurring directly within the existing dashboard. transition from chat or video chat to a shared screen experience directly from the dashboard
— agentiq.com
Account holders remain in full control and can end the co-browsing session at any time with a single click. The account holder remains in full control throughout the session, able to end it at any time with a single click.
— agentiq.com
The co-browsing experience requires no additional software downloads or setup for the account holder. no additional software downloads or setup needed
— agentiq.com
Easy integration with existing systems is documented, facilitating a seamless user experience.
— agentiq.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We evaluate public pricing availability, contract terms, and documented return on investment (ROI) metrics.
What We Found
While specific pricing is hidden behind custom quotes, the product demonstrates significant ROI with documented reductions in call center volume and increases in funded applications.
Score Rationale
The score is anchored by strong, quantified ROI data (e.g., 70% call reduction), despite the penalty for lack of transparent public pricing.
Supporting Evidence
Pricing for the Lynq platform is custom and requires a quote, with no public tiers listed. User can request a custom Lynq by Agent IQ cost quote for your business.
— softwarefinder.com
Clients have seen a 3.9X increase in applications being funded when engaged through the chat platform. 3.9X applications being funded when engaged with chat.
— agentiq.com
Institutions using the platform have reported a 70% reduction in overnight call center volume. 70% overnight call center volume reduction
— agentiq.com
We analyze the breadth of pre-built integrations with core banking systems and digital banking platforms.
What We Found
The platform offers seamless integrations with major banking cores and digital providers including Q2, Narmi, Jack Henry Banno, FIS, and Fiserv.
Score Rationale
The extensive list of specific, high-value banking integrations supports a high score, as it ensures compatibility with the vast majority of the target market's infrastructure.
Supporting Evidence
The platform integrates with digital banking systems and CRMs via APIs and webhooks for immediate data syncing. Lynq offers seamless integration with digital banking systems and customer relationship management (CRM) platforms via APIs and webhooks.
— slashdot.org
Lynq integrates with major platforms including Q2, Narmi, Jack Henry Banno, FIS, Fiserv, Lumin, and Apiture. Seamless integration with Q2, Narmi, Jack Henry Banno, FIS, Fiserv, Lumin, Apiture, and more.
— agentiq.com
Listed in the company's integration directory, the product supports integration with major CRM systems.
— agentiq.com
9.4
Category 6: Security, Compliance & Data Protection
What We Looked For
We examine certifications like SOC 2, data encryption standards, and privacy features critical for financial services.
What We Found
Agent IQ maintains SOC 2 Type II compliance, utilizes single-tenant architecture for data isolation, and ensures full encryption for data in transit and at rest.
Score Rationale
The combination of SOC 2 Type II certification and single-tenant architecture provides the highest level of security assurance required for banking software.
Supporting Evidence
Data is protected with robust encryption policies governing every aspect of operations. Encryption Management... policies, forming the foundation of our compliance program.
— agentiq.com
The platform uses single tenancy to ensure service delivery is unaffected by other institutions and data remains isolated. Single tenancy ensures that service delivery remains unaffected by other institutions' service loads
— agentiq.com
Agent IQ is SOC 2 Type II compliant, covering Security, Availability, Processing Integrity, Confidentiality, and Privacy. Achieving and maintaining SOC 2 compliance is fundamental to our commitment... SOC 2 Type II compliance
— agentiq.com
Outlined in published security documentation, the product adheres to industry-standard data protection protocols.
— agentiq.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Some teams have reported a learning period is required during the initial rollout phase to fully adapt to the platform.
Impact: This issue had a noticeable impact on the score.
Cobrowse is a SaaS solution specifically designed to improve customer support by enabling real-time collaborative browsing. Its functionality across web, iOS, and Android platforms allows customer support agents, both human and AI, to guide customers through digital channels seamlessly. This makes troubleshooting and issue resolution more efficient and intuitive, addressing the industry's need for effective, real-time customer support.
Cobrowse is a SaaS solution specifically designed to improve customer support by enabling real-time collaborative browsing. Its functionality across web, iOS, and Android platforms allows customer support agents, both human and AI, to guide customers through digital channels seamlessly. This makes troubleshooting and issue resolution more efficient and intuitive, addressing the industry's need for effective, real-time customer support.
CROSS-PLATFORM READY
Best for teams that are
Developers requiring SDKs for native mobile apps (iOS/Android) and web
Enterprises needing self-hosted or on-premise deployment options
Teams wanting 100% white-label customization capabilities
Skip if
Non-technical teams looking for a zero-code, instant solution
Small businesses finding per-agent pricing too expensive
Users wanting a simple browser extension without SDK integration
Expert Take
Our analysis shows Cobrowse.io distinguishes itself through its 'universal' approach, offering rare native support for mobile apps and desktop software alongside standard web co-browsing. Research indicates its self-hosting capability is a critical differentiator for highly regulated industries like healthcare and finance, allowing for air-gapped deployments that strictly control data sovereignty. Unlike simple screen-sharing tools, it provides deep, code-level integration while maintaining a lightweight footprint.
Pros
Universal support (Web, Mobile, Desktop)
Self-hosting & Air-gapped deployment
Lightweight Mobile SDKs (< 0.6MB)
SOC 2, HIPAA & ISO 27001 compliant
No end-user downloads required
Cons
Occasional latency on poor connections
Cross-origin iframes require code injection
Higher cost per agent for small teams
Limited features compared to full CX suites
This score is backed by structured Google research and verified sources.
Overall Score
9.7/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Live Chat Platforms with Co Browsing and Screen Share. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.9
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of co-browsing features, including cross-platform support (web, mobile, desktop), annotation tools, and technical handling of complex elements like iframes.
What We Found
Cobrowse.io offers 'universal' co-browsing across web, native mobile (iOS/Android), and desktop (MacOS/Windows) with lightweight SDKs (<0.6MB). It supports annotation, remote control, and full device screen sharing.
Score Rationale
The score is high due to its rare native mobile and desktop support, though it faces standard technical limitations with cross-origin iframes requiring code injection.
Supporting Evidence
Supports co-browsing within cross-document IFrames, provided a script is added to the embedded page. To use Cobrowse for Web with cross document IFrames you will need to add a javascript snippet to the page being embedded.
— docs.cobrowse.io
Mobile SDKs are extremely lightweight, weighing less than 0.6MB to prevent app bloat. For instance, for mobile apps, Cobrowse boasts < 0.6MB SDKs, so your apps won't get bloated.
— surfly.com
Supports universal co-browsing across Web, Android, iOS, React Native, Flutter, MacOS, and Windows. Seamless co-browsing across web and mobile browsers... native co-browsing for mobile and desktop apps: Android, iOS, RN, Xamarin, Flutter, MacOS and Windows.
— cobrowse.io
Enables both human and AI agents to guide customers, improving issue resolution speed.
— cobrowse.io
Supports real-time collaborative browsing across web, iOS, and Android platforms, enhancing customer support efficiency.
— cobrowse.io
9.3
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess security certifications, compliance standards (SOC 2, HIPAA), and adoption by regulated industries.
What We Found
The platform is highly credentialed with ISO 27001, SOC 2 Type 2, and HIPAA compliance, making it suitable for regulated sectors like healthcare and finance.
Score Rationale
Achieving the 'trifecta' of major compliance certifications (ISO, SOC2, HIPAA) plus offering on-premise deployment justifies a near-perfect trust score.
Supporting Evidence
Fully HIPAA compliant and offers Business Associate Agreements (BAA) for healthcare clients. Built on privacy-by-default principles it is fully compliant with HIPAA... Our clients can execute Cobrowse's Data Processing Agreement and Business Associates Agreement (BAA)
— cobrowse.io
Maintains ISO 27001 certification and SOC 2 Type 2 compliance. Cobrowse maintains a formal security program in accordance with industry standards (ISO 27001 and SOC 2)... Cobrowse is SOC 2 Type 2 compliant.
— cobrowse.io
8.6
Category 3: Usability & Customer Experience
What We Looked For
We look for ease of implementation, session initiation methods (no-download), and user feedback on performance and latency.
What We Found
Users praise the 'no download' experience and ease of use, though some reviews note latency issues during high traffic or poor connections.
Score Rationale
While the zero-friction user experience is excellent, documented reports of lag and connectivity dependency prevent a score in the 9s.
Supporting Evidence
Users report the tool makes onboarding and support smoother, though some note lag. Users praise the ease of initiating co-browsing sessions... Users experience frustrating lagging issues during high-traffic times
— g2.com
Zero downloads or plugins required for end-users to join a session. No downloads, no plugins. Connect to your customers without creating friction.
— cobrowse.io
Features an intuitive interface that facilitates seamless customer-agent interactions.
— cobrowse.io
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We evaluate public pricing availability, cost-per-seat value, and flexibility of licensing models.
What We Found
Pricing is transparent at $18/agent (Web) and $36/agent (All Platforms), with custom enterprise options. Some users find it expensive for small teams.
Score Rationale
The pricing is transparent and competitive for enterprise features, but the per-agent cost is cited as a disadvantage for smaller businesses.
Supporting Evidence
Enterprise plans include self-hosting and custom SLAs. For larger enterprises, we offer custom pricing models, including enablement, incident response and self-hosting options.
— cobrowse.io
Web-only co-browsing costs $18/agent/month; All-platform access is $36/agent/month. Website co-browsing is available from $18 per agent per month... All platform co-browsing is available for $36 per agent per month
— cobrowse.io
We analyze SDK quality, support for modern frameworks (React Native, Flutter), and API documentation depth.
What We Found
It offers extensive support for modern frameworks like React Native, Flutter, and Xamarin, with detailed documentation for custom embeds and integrations.
Score Rationale
Comprehensive support for virtually all modern mobile and desktop frameworks makes it a top choice for developers, scoring well above average.
Supporting Evidence
Documentation supports advanced configurations like cross-domain sessions and custom iframe embeds. We recommend embedding the Cobrowse Dashboard URL... as an IFrame in your CRM if you are looking for the simplest integration options.
— docs.cobrowse.io
Provides SDKs for iOS, Android, React Native, Flutter, Xamarin, Cordova, Ionic, and .NET Mobile. Cobrowse features full support... across all popular frameworks, such as SwiftUI, Android Compose, React Native, Flutter, Cordova, Ionic, and .NET Mobile.
— cobrowse.io
Integrates with major CRM and customer support platforms, expanding its utility.
— cobrowse.io
9.6
Category 6: Security, Compliance & Data Protection
What We Looked For
We examine data sovereignty options, self-hosting capabilities, and redaction features for sensitive data.
What We Found
Cobrowse.io stands out with a full self-hosting option (On-prem/Cloud) and 'privacy by default' field redaction, allowing total data control.
Score Rationale
The ability to self-host and run air-gapped networks is a rare, premium feature that warrants a near-perfect score for security-focused organizations.
Supporting Evidence
Data redaction is 'private-by-default', ensuring sensitive fields are never transmitted. The ability to redact everything by default and allowlist only specific content, redact within native webviews, iOS SwiftUI and Android Compose.
— cobrowse.io
Offers self-hosting on AWS, Azure, Google Cloud, or on-premise air-gapped networks. The same Cobrowse software which runs in the cloud is also available for enterprises to self-host... or even deploy to air-gapped, protected networks.
— cobrowse.io
Adheres to industry-standard security protocols, ensuring data protection during sessions.
— cobrowse.io
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Pricing per agent can be considered expensive for smaller businesses compared to some competitors.
Impact: This issue had a noticeable impact on the score.
Cross-origin iframe support is limited; it requires injecting a script into the embedded page, which is impossible if you do not control the third-party content.
Impact: This issue caused a significant reduction in the score.
ChatBeacon is a solution specifically designed to enrich the customer support experience. Its co-browsing and screen sharing features allow agents to seamlessly assist customers with navigating the website and filling out forms, addressing the need for real-time, interactive customer support in this industry.
ChatBeacon is a solution specifically designed to enrich the customer support experience. Its co-browsing and screen sharing features allow agents to seamlessly assist customers with navigating the website and filling out forms, addressing the need for real-time, interactive customer support in this industry.
INSTANT PROBLEM SOLVING
ONE-CLICK JOIN
Best for teams that are
Organizations requiring on-premise or self-hosted live chat solutions
SMBs to Enterprises needing a unified chat and co-browse platform
Companies needing strict data ownership and compliance control
Skip if
Users seeking a standalone co-browse tool without live chat
Teams primarily using Mac devices due to reported resource issues
Businesses wanting a free or very low-cost entry-level tool
Expert Take
Our analysis shows ChatBeacon stands out for its 'no-download' co-browsing technology, allowing agents to view and interact with customer screens instantly without requiring plugins or installations. Research indicates it is particularly strong for regulated industries, offering HIPAA compliance, data masking, and a rare on-premise deployment option that ensures total data sovereignty. While co-browsing is a paid add-on, the ability to record sessions and take control of user screens provides high-value resolution capabilities.
Pros
No downloads or plugins required
On-premise deployment option available
HIPAA and GDPR compliant
Granular data masking for privacy
Session recording and playback
Cons
Co-browse is a paid add-on
UI described as needing modernization
Heavy reliance on Zapier for integrations
Mobile app features limited
Higher cost for full feature set
This score is backed by structured Google research and verified sources.
Overall Score
9.5/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Live Chat Platforms with Co Browsing and Screen Share. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.9
Category 1: Product Capability & Depth
What We Looked For
We look for features like remote control, drawing tools, session recording, and privacy masking without requiring user downloads.
What We Found
ChatBeacon offers a robust 'no-download' co-browsing suite with screen recording, highlighting, drawing tools, and the ability to take full control of a user's screen with permission.
Score Rationale
The score is high because it includes advanced features like session recording and granular privacy masking, though it relies on an add-on model for these capabilities.
Supporting Evidence
Privacy controls allow admins to 'choose exactly what parts of your website are allowed to be used in screen share' to protect sensitive data. Our privacy controls allow you to choose exactly what parts of your website are allowed to be used in screen share and which are not.
— hellomedian.com
The solution includes annotation tools like 'Highlight' to create red boxes over website elements and 'Draw' to turn the website into a whiteboard. The highlight tool allows you create a clear red box... The drawing tool allows you to turn your website into a whiteboard.
— hellomedian.com
Features include Screen Share & CoBrowse, allowing agents to 'take control to assist with navigation and form inputs' and 'record screen share sessions for later playback'. Collaborate with visitor in real time by sharing your screen and taking control... Record screen share sessions for later playback and analysis.
— chatbeacon.io
Session recording and playback capabilities are described in the platform documentation, allowing for performance reviews.
— chatbeacon.io
Documented in official product documentation, ChatBeacon offers co-browsing and screen sharing features that enhance real-time customer support.
— chatbeacon.io
9.1
Category 2: Market Credibility & Trust Signals
What We Looked For
We look for established company history, security certifications (SOC 2/3), and compliance with major regulations like HIPAA and GDPR.
What We Found
ChatBeacon has been in business since 2005, hosts on SOC 3 certified Azure servers, and explicitly supports HIPAA and GDPR compliance.
Score Rationale
The score reflects strong trust signals including a 20-year operating history and enterprise-grade security certifications suitable for regulated industries.
Supporting Evidence
The platform supports compliance for 'HIPAA, GDPR, ADA, and more'. ChatBeacon has all the features needed to support compliance regarding HIPAA, GDPR, ADA, and more.
— chatbeacon.io
Cloud servers are hosted in 'SOC 3-certified Microsoft Azure data centers'. ChatBeacon Cloud servers are hosted in SOC 3-certified Microsoft Azure data centers, delivering trusted, enterprise-grade security
— chatbeacon.io
The company has been operating 'since 2005' and serves Fortune 500 enterprises. Trusted by Companies like yours since 2005.
— chatbeacon.io
9.4
Category 3: Usability & Customer Experience
What We Looked For
We look for ease of implementation, specifically 'no-download' solutions that reduce friction for end-users.
What We Found
The product excels in usability by requiring 'no downloads, invites, or installs' for the end-user, allowing instant session starts.
Score Rationale
The score is exceptional because the 'no-download' architecture removes the biggest barrier to entry for co-browsing sessions, significantly enhancing the customer experience.
Supporting Evidence
Agents can initiate sessions with 'one click' to instantly view the customer's browser. With 1 click you can join any visitor and see what they see.
— hellomedian.com
G2 reviews highlight 'Ease of Use' with a score of 9.5, outperforming competitors like LiveChat in this metric. Reviewers mention that ChatBeacon Live Chat shines in 'Ease of Use' with a score of 9.5
— g2.com
The solution is designed so that 'No downloads, invites, or installs' are required for the customer. No downloads, invites, or installs required. Watch as your support times drop dramatically
— hellomedian.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We look for clear, transparent pricing and competitive value, noting whether features are included or charged as add-ons.
What We Found
Pricing is transparent but Co-Browse is a paid add-on ($25/agent/mo) on top of the base license, which increases the total cost of ownership.
Score Rationale
The score is slightly lower because co-browsing is not included in the base plan, representing a significant additional cost per agent.
Supporting Evidence
The pricing model is transparent with '100% predictable monthly cost' and no hidden fees for usage. 100% predictable monthly cost. Hard to estimate (multiple usage meters). Hidden Fees. None.
— chatbeacon.io
Base cloud plans start at '$39/agent/month' for the Launch plan. Launch: $39/agent/month; Grow: $69/agent/month
— softwarefinder.com
Co-browse is priced as an add-on starting at '$25.00 per agent, per month'. ChatBeacon Cobrowse & Screen Share... Add-on starting at (introductory pricing) $25.00 per agent, per month.
— chatbeacon.io
Pricing requires custom quotes, limiting upfront cost visibility, as noted on the official website.
— chatbeacon.io
8.7
Category 5: Integrations & Ecosystem Strength
What We Looked For
We look for native integrations with major CRM and support platforms, as well as API availability.
What We Found
The platform integrates with Salesforce, Microsoft Teams, and over 3000 apps via Zapier, plus Microsoft Entra ID for SSO.
Score Rationale
The score is solid due to key enterprise integrations like Teams and Salesforce, though it relies heavily on Zapier for the broader long-tail of applications.
Supporting Evidence
Connects with '3,000+ tools using Zapier', including various CRMs and marketing platforms. Connect with 3,000+ tools using Zapier, including CRMs, help desks, and marketing platforms.
— g2.com
The Salesforce integration allows for 'automatic syncing of customer interactions' and lead creation. Whenever a conversation occurs in ChatBeacon... relevant information... can be automatically captured and logged as leads, contacts, or cases in Salesforce.
— chatbeacon.io
Integration with 'Microsoft Entra ID' provides Single Sign-On (SSO) and role-based access control. ChatBeacon's integration with Microsoft Entra ID (formerly Azure Active Directory) ensures streamlined Single Sign-On (SSO)
— chatbeacon.io
9.3
Category 6: Security, Compliance & Data Protection
What We Looked For
We look for features that enable use in highly regulated industries, such as on-premise deployment options and data masking.
What We Found
ChatBeacon offers a rare on-premise deployment option for total data control, along with advanced masking for PII like credit cards and SSNs.
Score Rationale
This category scores very high due to the availability of an on-premise version, which is a critical differentiator for banks and healthcare organizations requiring strict data sovereignty.
Supporting Evidence
All connections are encrypted with '256-bit SSL protocol'. Every connection to ChatBeacon servers is encrypted with a robust 256-bit SSL protocol
— chatbeacon.io
Security features include 'comprehensive masking' to hide sensitive data like SSNs and credit card numbers. Our system intelligently identifies and conceals sensitive information, including credit card numbers, SSN, Medicare or Medicaid identifiers
— chatbeacon.io
The platform offers an 'on-premise' version for organizations that cannot use SaaS due to compliance. ChatBeacon provides a fully on-premise, self-hosted live chat + AI chatbot solution for organizations that cannot use SaaS tools
— chatbeacon.io
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Comparative reviews note a lack of specific feedback on 'Ticket Creation User Experience' and automation features compared to competitors like LiveChat.
Impact: This issue had a noticeable impact on the score.
Route 101's Co-browsing and Screen-Share software is an innovative solution for contact centres. It provides real-time, proactive co-browsing, document sharing, and video chat features, making it ideal for businesses that aim to deliver top-tier customer service and support. It effectively addresses the need for immediate assistance and timely resolution of customer issues in this industry.
Route 101's Co-browsing and Screen-Share software is an innovative solution for contact centres. It provides real-time, proactive co-browsing, document sharing, and video chat features, making it ideal for businesses that aim to deliver top-tier customer service and support. It effectively addresses the need for immediate assistance and timely resolution of customer issues in this industry.
Organizations using Zendesk requiring integrated co-browsing support
Teams wanting expert guidance on deploying Surfly technology
Skip if
Companies preferring a direct software vendor relationship
US-based businesses preferring local support and billing
Small teams wanting a self-service, instant signup tool
Expert Take
Our analysis shows Route 101 delivers a high-security co-browsing solution by wrapping market-leading Surfly technology with robust managed services and integrations. We are particularly impressed by the 'universal' co-browsing capability that handles complex third-party content and iframes without requiring end-user downloads—a common friction point in competitor products. Research indicates their strong adherence to ISO 27001 and Cyber Essentials Plus standards makes this an ideal choice for regulated industries requiring strict data masking and audit trails.
Pros
Universal co-browsing works on any website
Zero downloads or plugins required
Field masking protects sensitive data
Seamless integration with Zendesk & NICE
ISO 27001 & Cyber Essentials Plus certified
Cons
Pricing is not publicly available
Relies on third-party technology (Surfly)
Low volume of public user reviews
Requires discovery call for access
Documentation is gated or sales-led
This score is backed by structured Google research and verified sources.
Overall Score
9.4/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Live Chat Platforms with Co Browsing and Screen Share. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
9.0
Category 1: Product Capability & Depth
What We Looked For
We evaluate the technical robustness of the co-browsing engine, specifically its ability to handle complex web elements, third-party content, and session controls without requiring downloads.
What We Found
Route 101 leverages Surfly technology to deliver 'universal' co-browsing that functions on any website, including third-party iframes and complex web apps, without requiring user downloads or installations.
Score Rationale
The product scores highly because it overcomes common co-browsing limitations (like iframe blocking) and offers a true zero-install experience, though it relies on a partner technology rather than proprietary IP.
Supporting Evidence
Features include document sharing, video chat, and drawing tools to highlight key areas on a page. Upgrade a voice or chat conversation by switching to video chat and guide your customers in real-time with Draw tools to highlight key elements on screen.
— route101.com
It offers a zero-install architecture where sessions run entirely in the browser with no plugins or software downloads required for agents or customers. The most secure co-browsing solutions are 100% browser-based, without requiring any download or plugin installation.
— route101.com
The solution provides 'universal co-browsing' that works on any web page, including those with iframes or third-party content, unlike standard embedded tools. Surfly differs from other co-browsing software as all elements (including iFrames) can function correctly within the co-browsing session.
— route101.com
Includes video chat and document sharing capabilities, enhancing customer support interactions.
— route101.com
Documented in official product documentation, Route 101 offers real-time co-browsing and screen-sharing features essential for contact centers.
— route101.com
9.2
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess the vendor's industry standing, certifications, and partnership network to ensure long-term reliability and service quality.
What We Found
Route 101 holds robust certifications including ISO 27001:2022 and Cyber Essentials Plus, and maintains Gold Partner status with major vendors like Zendesk and NICE, validating their delivery capability.
Score Rationale
The score reflects strong verified trust signals like ISO 27001 and Cyber Essentials Plus, anchored by their status as a key integrator for industry leaders like NICE and Zendesk.
Supporting Evidence
Route 101 is a recognized partner for major CX platforms, including being a Zendesk Master Solution Provider. Route 101 have certified status as Master Solution Providers and Partner Implementers.
— route101.com
The company holds Cyber Essentials Plus certification, indicating verified protection against common cyber threats. Building on our Cyber Essentials certification, we are also proud to be Cyber Essentials Plus certified.
— route101.com
Route 101 is certified compliant with ISO 27001:2022 standards for information security management. ISO 27001:2022. ISO 27001 is an internationally recognised standard for information security management.
— route101.com
Recognized in industry publications for its innovative approach to customer support.
— customercontactweekdigital.com
8.9
Category 3: Usability & Customer Experience
What We Looked For
We look for ease of initiation for sessions, interface intuitiveness for agents, and the friction level for end-users.
What We Found
The solution prioritizes a frictionless experience by allowing sessions to launch via a simple link or button click, with no software downloads needed, significantly reducing customer effort.
Score Rationale
The 'zero-download' approach drives a high usability score, although the reliance on third-party underlying tech (Surfly) means the UX is defined by that partner's interface rather than Route 101's unique design.
Supporting Evidence
The tool allows agents to switch control of the session to guide customers or let them drive. Switch control of the session in seconds to help agents guide customers or let customers illustrate their point.
— route101.com
Sessions can be initiated instantly by customers clicking a link or button, avoiding complex setup processes. Customers click a link/button to launch a co-browsing session in their browser window. No software to download, no code to add
— route101.com
May require training for optimal use, as noted in product documentation.
— route101.com
8.0
Category 4: Value, Pricing & Transparency
What We Looked For
We examine public pricing availability, contract flexibility, and the clarity of the cost structure relative to features provided.
What We Found
Pricing is not publicly disclosed and requires a discovery call, though the company markets a 'pay only for what you need' scalability model.
Score Rationale
The score is penalized significantly due to the complete lack of public pricing, which is common in enterprise sales but reduces transparency for prospective buyers.
Supporting Evidence
The company promotes a flexible model where clients pay for required services without heavy capital investment. Pay for the services you need - no capital investments, no expensive hardware.
— route101.com
Route 101 does not publish specific pricing for co-browsing, instead directing users to book a discovery call. Request a demo.
— route101.com
Pricing is enterprise-focused, requiring custom quotes, which may limit upfront cost visibility.
— route101.com
8.8
Category 5: Integrations & Ecosystem Strength
What We Looked For
We evaluate how well the product connects with core contact center platforms (CCaaS) and CRM systems.
What We Found
Route 101 provides deep integrations with major platforms like Zendesk and NICE CXone, enabling agents to launch co-browsing directly from their primary workspace.
Score Rationale
Strong, pre-built integrations with market-leading CCaaS and CRM platforms justify a high score, though the ecosystem is focused heavily on specific partners (NICE, Zendesk) rather than a universal app store.
Supporting Evidence
Route 101 offers a documented API to facilitate custom integrations into other platforms. easily integrate co-browsing into any platform with a well-documented API.
— route101.com
The co-browsing tool integrates directly with Zendesk and NICE CXone, allowing for a unified agent desktop experience. NICE inContact users can use Surfly to instantly connect with their own customers through their browser... without the need to download any additional tools
— route101.com
9.3
Category 6: Security, Compliance & Data Protection
What We Looked For
We investigate specific co-browsing security features like field masking, audit trails, and data residency compliance.
What We Found
The solution offers granular security controls including field masking to hide sensitive data (e.g., credit cards) from agents, and ensures no data is stored on the agent's device.
Score Rationale
This category receives a premium score due to the combination of Route 101's ISO certifications and the product's specific ability to mask sensitive HTML elements and prevent data leakage.
Supporting Evidence
Audit logs are provided to track session events for compliance and security monitoring. Surfly offers: ... Audit Log; Field/Element Masking
— route101.com
Route 101 adheres to PCI DSS requirements for secure payment processing environments. We adhere to the Payment Card Industry Data Security Standard (PCI DSS)
— route101.com
The software allows for field masking, ensuring agents cannot see sensitive customer information during sessions. Co-browsing software means agents can't see sensitive information and can accompany customers through the whole session without compromising security
— route101.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
The core co-browsing technology is white-labeled/partnered from Surfly rather than proprietary, which creates a dependency on a third-party vendor's roadmap and support.
Impact: This issue had a noticeable impact on the score.
Route 101 has a low volume of public user reviews specifically for this product on major review platforms like G2 or Trustpilot, making independent user verification difficult.
Impact: This issue had a noticeable impact on the score.
Crisp's co-browsing software is a cutting-edge solution specifically designed for sales and customer support teams in the SaaS industry. The software allows support agents to take control of users' screens in real-time, enhancing customer interactions and dramatically improving resolution times. The shared browsing and chat support system ensures seamless communication, making it a must-have tool for SaaS providers.
Crisp's co-browsing software is a cutting-edge solution specifically designed for sales and customer support teams in the SaaS industry. The software allows support agents to take control of users' screens in real-time, enhancing customer interactions and dramatically improving resolution times. The shared browsing and chat support system ensures seamless communication, making it a must-have tool for SaaS providers.
Best for teams that are
Startups and SMBs looking for flat-rate, unlimited agent pricing
SaaS companies needing an all-in-one chat and support platform
Teams wanting a simple 'MagicBrowse' feature without downloads
Skip if
Enterprises requiring advanced analytics and SLA reporting
Teams needing native telephony or extensive voice support
Our analysis shows Crisp stands out for its frictionless, plugin-free architecture that allows support teams to instantly view and guide user sessions without technical hurdles. Research indicates the flat-rate pricing model, which includes 10 agent seats in the Essentials plan, offers superior value for growing teams compared to per-seat competitors. While the 500KB page limit is a technical constraint, the combination of 'MagicType' previews and integrated video calling creates a highly responsive support environment.
Pros
No plugin required for visitors
Flat-rate pricing includes 10 seats
Real-time typing preview (MagicType)
Integrated video and audio calls
Automatic sensitive data masking
Cons
Blocks pages larger than 500KB
Limited to single browser tab
Mobile app lacks desktop features
Strict CSPs may block connection
Privacy concerns over passive tracking
This score is backed by structured Google research and verified sources.
Overall Score
9.2/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Live Chat Platforms with Co Browsing and Screen Share. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.8
Category 1: Product Capability & Depth
What We Looked For
We evaluate the richness of co-browsing features, including control levels, annotation tools, and integration with other support channels.
What We Found
Crisp's 'Magic Browse' offers real-time co-browsing without plugins, using DOM mirroring to replicate the user's view. It includes 'MagicType' to preview user input before sending and integrates seamlessly with video/audio calls. However, it is strictly limited to the browser tab where the widget is installed and cannot view the full desktop or other applications.
Score Rationale
The score reflects a strong core feature set that requires no end-user installation, though it is held back from a perfect score by the inability to view outside the specific browser tab.
Supporting Evidence
Agents can initiate live video or audio calls directly within the co-browsing session for enhanced support. Crisp supports audio and video calls directly in the chat widget, plus screen sharing and co-browsing functionality.
— socialintents.com
The solution includes 'MagicType', allowing agents to see what customers are typing in real-time before they hit send. A unique feature is MagicType, which allows agents to see what the customer is typing in real-time before they press send.
— salesgroup.ai
Magic Browse allows agents to view and control the visitor's screen in real-time without requiring any additional plugin installation. It doesn't require any additional plugin that's why it's pretty powerful in terms of customer experience.
— crisp.chat
Offers seamless integration with live chat, improving customer interaction and resolution times.
— crisp.chat
Documented in official product documentation, Crisp's co-browsing allows real-time screen control for enhanced support.
— crisp.chat
9.2
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess the product's adoption rate, user sentiment, and reputation within the SaaS support industry.
What We Found
Crisp is used by over 700,000 businesses and maintains a strong reputation for reliability and ease of use. It is fully GDPR compliant and transparent about its data processing, though some users have raised concerns about the 'spyware-like' nature of its passive tracking features.
Score Rationale
The high adoption rate and strong compliance documentation justify a high score, indicating a mature and trusted platform in the market.
Supporting Evidence
The platform is fully GDPR compliant, offering Data Processing Agreements (DPA) and clear documentation on compliance status. Crisp is GDPR-compliant, and strictly enforces the regulation as to protect the user data we store.
— help.crisp.chat
Crisp is utilized by over 700,000 businesses worldwide for customer support. Get started for free today and join 700 000 businesses using Crisp
— g2.com
8.9
Category 3: Usability & Customer Experience
What We Looked For
We examine the ease of use for both agents and end-users, focusing on setup complexity and interface intuitiveness.
What We Found
The solution is exceptionally user-friendly for website visitors as it requires no downloads or installations. For agents, the interface is unified and intuitive, although the mobile application lacks full feature parity with the desktop version, limiting advanced troubleshooting on the go.
Score Rationale
The frictionless, no-install experience for end-users drives a high score, with a slight deduction for the limitations found in the agent's mobile application.
Supporting Evidence
The mobile app for agents has limitations compared to the desktop version, specifically regarding advanced automation and analytics. The mobile app covers basic chat functionality but lacks full desktop feature parity.
— tutorialswithai.com
Visitors do not need to install any plugins or software to participate in a co-browsing session. The only thing you need to get started with co-browsing is Crisp live chat... no plugin needed.
— crisp.chat
9.4
Category 4: Value, Pricing & Transparency
What We Looked For
We analyze the pricing structure, looking for hidden costs and comparing value against feature sets.
What We Found
Crisp offers a highly competitive flat-rate pricing model. The 'Essentials' plan ($95/month) includes MagicBrowse and covers 10 agent seats, which is significantly more cost-effective for mid-sized teams compared to competitors charging per-agent fees.
Score Rationale
The flat-rate pricing model including 10 seats offers exceptional value, warranting a near-perfect score for transparency and cost-effectiveness.
Supporting Evidence
MagicBrowse is included in the Essentials plan and above, not in the Free or Mini plans. Additional features it offers (other than Pro plan ones) are as follows... E) Magic Browse.
— saufter.io
The 'Essentials' plan costs $95 per month per workspace and includes 10 agent seats. Essentials... $95 Per month, per workspace... 10 seats included
— crisp.chat
Pricing details are transparent with a free plan and paid plans starting at $25/month.
— crisp.chat
We assess the technical reliability, resource usage, and limitations of the co-browsing technology.
What We Found
The solution uses lightweight DOM mirroring rather than video streaming, ensuring speed. However, it has a documented limitation where it blocks MagicBrowse on pages larger than 500KB to protect performance, which can be a hurdle for media-rich applications.
Score Rationale
While the technology is lightweight and fast, the 500KB page size limit is a significant technical constraint that lowers the score in this category.
Supporting Evidence
Strict Content Security Policies (CSP) can block the WebSocket connection required for MagicBrowse. On websites with a restrictive Content Security Policy (CSP), the stream socket server might get blocked
— help.crisp.chat
Crisp blocks MagicBrowse functionality if the webpage size exceeds 500KB. Crisp is blocking MagicBrowse if your webpage is heavy (over 500KB).
— help.crisp.chat
Listed in the company's integration directory, Crisp supports integrations with popular CRM and support tools.
— crisp.chat
9.1
Category 6: Security, Compliance & Data Protection
What We Looked For
We evaluate specific security measures for co-browsing, such as data masking and session encryption.
What We Found
Crisp implements robust security for co-browsing, including default masking of sensitive input fields (like passwords) and full encryption. The solution is passive, meaning it does not store session recordings on servers, and it is scoped strictly to the website tab.
Score Rationale
Strong default security settings, including input masking and passive operation without storage, ensure high data protection standards.
Supporting Evidence
The co-browsing feature is scoped only to the page the visitor is browsing and cannot access the user's browser or desktop. We will never have access to your user's browser or desktop.
— help.crisp.chat
MagicBrowse automatically hides sensitive information in input fields by default. Magicbrowse is hiding by default some values that might contain private/sensitive information like inputs.
— help.crisp.chat
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
The mobile application for agents lacks full feature parity with the desktop version, limiting the ability to manage advanced support tasks remotely.
Impact: This issue had a noticeable impact on the score.
MagicBrowse automatically disables itself on webpages larger than 500KB to prevent server overload, which may limit functionality on modern, media-heavy sites.
Impact: This issue caused a significant reduction in the score.
Surfly is a robust solution designed to improve communication and collaboration within customer support and success teams. It offers co-browsing, video chat, screen sharing, file sharing, and drawing tools, making it an essential tool in the Knowledge Base & Self-Service Portals sector. It also includes API access, allowing integration with other software systems.
Surfly is a robust solution designed to improve communication and collaboration within customer support and success teams. It offers co-browsing, video chat, screen sharing, file sharing, and drawing tools, making it an essential tool in the Knowledge Base & Self-Service Portals sector. It also includes API access, allowing integration with other software systems.
REAL-TIME COLLABORATION
SECURE CONNECTIONS
Best for teams that are
Support teams needing to co-browse third-party websites without code
Regulated industries requiring audit logs and data masking
Sales teams needing to co-browse across multiple domains instantly
Skip if
Teams needing deep code injection rather than proxy-based browsing
Users looking for simple, passive screen sharing tools
Developers wanting native mobile app SDKs (focus is web/universal)
Expert Take
Our analysis shows Surfly stands out for its 'Interaction Middleware' technology, which allows co-browsing on third-party websites without requiring code installation—a significant advantage over traditional DOM-injection tools. Research indicates it is highly secure, processing data in memory without disk storage, making it ideal for regulated industries like healthcare and finance (HIPAA/SOC 2 compliant). Based on documented features, the ability to mask sensitive fields and transfer authentication states provides a seamless yet secure customer experience.
Pros
Universal co-browsing on third-party sites
Zero-download browser-based architecture
HIPAA, SOC 2, and ISO 27001 compliant
Granular field masking for data privacy
Interaction Middleware requires no site code
Cons
On-premise version lacks video/screen share
Session recording is a separate paid add-on
White-labeling options viewed as limited
Integration can be complex for some users
Base plan excludes advanced recording features
This score is backed by structured Google research and verified sources.
Overall Score
9.2/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Live Chat Platforms with Co Browsing and Screen Share. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
9.0
Category 1: Product Capability & Depth
What We Looked For
We look for features like co-browsing, screen sharing, annotation tools, and the ability to handle complex web environments.
What We Found
Surfly offers 'Universal Co-browsing' using a proxy-based Interaction Middleware that works on third-party websites without code installation, alongside video chat, e-signing, and document annotation.
Score Rationale
The unique proxy architecture allows browsing of third-party sites where competitors fail, justifying a high score for capability depth.
Supporting Evidence
Features include video chat, screen sharing, file sharing, and e-signature functionality compliant with XFDF standards. Leverage secure & compliant collaboration channels such as co-browsing, screen sharing, video chat, file sharing, or drawing tools
— cxexchange.niceincontact.com
Surfly uses a proprietary Interaction Middleware proxy to intercept and reconstruct web content, enabling co-browsing on any URL without installing code. Interaction Middleware is a proxy-based technology that intercepts, reconstructs, and synchronizes web content... It enables universal co-browsing on any website without requiring code installation
— surfly.com
API access allows integration with other systems, enabling seamless workflow enhancements.
— appexchange.salesforce.com
Documented features include co-browsing, video chat, and screen sharing, enhancing real-time customer support capabilities.
— appexchange.salesforce.com
9.2
Category 2: Market Credibility & Trust Signals
What We Looked For
We check for enterprise adoption, industry awards, and verified certifications in regulated sectors.
What We Found
The product is trusted by major financial and healthcare institutions like AXA and Fidelis Care, holds ISO 27001/SOC 2 certifications, and was named NICE CXone Partner of the Year 2025.
Score Rationale
Strong adoption in highly regulated industries combined with recent partner awards anchors this score well above 9.0.
Supporting Evidence
Surfly was recognized as the 2025 NICE CXone Partner of the Year. Surfly wins 2025 NICE CXone Partner of the Year, setting a new standard for AI.
— surfly.com
Surfly is used by major enterprise clients including AXA, Empire Life, Achmea, and Fidelis Care. Companies such as AXA, Empire Life, Achmea, and Fidelis Care, rely on Surfly
— cxexchange.niceincontact.com
Recognized on Salesforce AppExchange, indicating strong market presence and credibility.
— appexchange.salesforce.com
8.9
Category 3: Usability & Customer Experience
What We Looked For
We assess ease of use, setup requirements, and user feedback regarding the interface and friction.
What We Found
The solution is entirely browser-based with no downloads required for agents or customers; reviews consistently highlight 'ease of use' and smooth performance.
Score Rationale
The zero-download, link-based entry removes significant friction, though some users note minor learning curves with integrations.
Supporting Evidence
The platform allows sessions to start instantly via a link or button click. Sessions start instantly from a link or button click, removing all technical friction for the customer.
— surfly.com
Users appreciate the tool's simplicity, noting it runs directly in the browser without additional software. This co-browsing tool runs directly in the browser, where all other tools needs additional software. This makes it very easy and safe to use.
— g2.com
Comprehensive collaboration tools such as drawing and file sharing enhance user interaction.
— appexchange.salesforce.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We look for clear pricing tiers, free trials, and transparency regarding add-on costs.
What We Found
Pricing starts around $31/month with a free trial available, but key features like session recording are often separate paid add-ons or require custom enterprise quotes.
Score Rationale
While base pricing is visible, the separation of essential features like recording into paid add-ons prevents a higher score.
Supporting Evidence
Session recording is treated as a separate product called 'Session Replays' with its own pricing tier starting at €89/month. For the session recordings, there's a separate product called Session Replays... pricing starts at €89 per month.
— surfly.com
Pricing starts from $31.00/month with a subscription model and available free trial. Starting from: $31.00/month. Pricing model: Subscription.
— getapp.com
We evaluate API availability, pre-built integrations (e.g., Salesforce), and deployment options (cloud vs. on-premise).
What We Found
Offers a Salesforce AppExchange app, robust REST APIs, and on-premise options, though the on-premise version has documented limitations regarding video and screen sharing.
Score Rationale
Strong API and Salesforce presence are positives, but significant feature limitations in the on-premise version pull the score down slightly.
Supporting Evidence
The on-premise installation license excludes video chat and screen-sharing as they require third-party cloud services. Video chat and screen-sharing, which require a third-party cloud service not included in the license.
— help.surfly.com
Surfly is available on the Salesforce AppExchange and integrates with Service Cloud. Surfly's Salesforce app enables you to start connecting with your customers straight from the Salesforce dashboard.
— appexchange.salesforce.com
Integration capabilities with existing software ecosystems are facilitated through API access.
— appexchange.salesforce.com
9.5
Category 6: Security, Compliance & Data Protection
What We Looked For
We examine data handling practices, encryption standards, and compliance with regulations like HIPAA and GDPR.
What We Found
Surfly operates on a 'data-in-memory' only architecture (no disk storage), supports granular field masking, and is fully compliant with HIPAA, GDPR, ISO 27001, and SOC 2.
Score Rationale
The architecture is specifically engineered for security (no data at rest) and meets the strictest regulatory standards, justifying a near-perfect score.
Supporting Evidence
The platform allows masking of specific form fields or HTML elements to protect sensitive user data. Specific form fields or entire HTML elements can easily be hidden from agents or healthcare professionals
— surfly.com
Surfly employs a 'no data stored' policy where session data lives only in memory and is never written to disk. We don't store any session data. All session data only lives within memory during the time of the session, we do not store it on disk.
— help.surfly.com
Security measures and compliance standards are outlined in the Salesforce AppExchange listing.
— appexchange.salesforce.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Some users report that understanding how to integrate Surfly with other business services can be difficult.
Impact: This issue had a noticeable impact on the score.
Session recording is not included in the base product and is sold as a separate 'Session Replays' product with its own pricing, which may increase total cost of ownership.
Impact: This issue caused a significant reduction in the score.
The on-premise installation license has significant limitations, specifically excluding video chat, screen sharing, and document editing features which require third-party cloud services.
Impact: This issue caused a significant reduction in the score.
Genesys Co-browse Screenshare is a real-time collaboration tool designed for the customer support industry. It allows agents and customers to view or control the same shared browser, enhancing communication, problem-solving, and customer satisfaction. The product is tailored to meet the needs of businesses that prioritize top-tier customer service.
Genesys Co-browse Screenshare is a real-time collaboration tool designed for the customer support industry. It allows agents and customers to view or control the same shared browser, enhancing communication, problem-solving, and customer satisfaction. The product is tailored to meet the needs of businesses that prioritize top-tier customer service.
VISUAL SUPPORT
DATA PRIVACY FOCUS
Best for teams that are
Large enterprises already using the Genesys Cloud CX platform
Contact centers requiring native voice and digital channel integration
Organizations needing strict privacy controls and data masking
Skip if
Small businesses or startups with limited budgets
Teams seeking a standalone tool outside the Genesys ecosystem
Companies not using Genesys Cloud Web Messaging
Expert Take
Our analysis shows Genesys Co-browse excels in security and ease of access, utilizing a zero-footprint JavaScript approach that eliminates customer downloads. Research indicates its DOM-based masking is a standout feature, ensuring sensitive data like credit card numbers never reach the agent's screen. While it lacks full desktop control, its seamless integration into the Genesys Cloud desktop makes it a powerful tool for agents already within that ecosystem.
Pros
No customer downloads or plugins required
Granular DOM-based data masking
Native integration with Genesys Cloud
Supports both read-only and write modes
Works on mobile web browsers
Cons
Cannot transfer sessions between agents
Requires Digital or CX 2+ license
Reports of platform latency/lag
Strict same-domain deployment requirements
No full desktop screen sharing
This score is backed by structured Google research and verified sources.
Overall Score
9.1/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Live Chat Platforms with Co Browsing and Screen Share. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.7
Category 1: Product Capability & Depth
What We Looked For
We evaluate the richness of collaboration tools, including annotation, remote control, and seamless escalation from other channels.
What We Found
Genesys Co-browse offers robust 'Pointer' and 'Write' modes with annotation tools, allowing agents to guide or take control of a customer's browser without requiring downloads.
Score Rationale
The score is high due to its seamless no-code deployment and dual-mode control, but capped by the inability to transfer sessions between agents.
Supporting Evidence
Co-browse is natively available in web and mobile web versions of Genesys Cloud Web Messaging. Co-browse is available in the web and mobile web version of Genesys Cloud™ Web Messaging.
— genesys.com
The solution uses a pure JavaScript approach requiring no plugins or downloads for the end customer. Genesys Co-browse requires no plug-ins, no downloads, and no applets. It is a pure JavaScript and HTML solution integrated with existing Genesys infrastructure.
— docs.genesys.com
Co-browse allows agents to switch between 'Pointer Mode' (read-only) and 'Write Mode' (full control) to fill forms or navigate. The agent can send the customer a 'request navigation'. Once the customer accepts this request, the agent can navigate, fill forms, and click hyperlinks on the web page.
— help.mypurecloud.com
Documented in official product documentation, Genesys Co-browse Screenshare allows real-time browser sharing and control, enhancing customer-agent interactions.
— genesys.com
9.2
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess industry standing, third-party recognitions, and the vendor's track record in the contact center space.
What We Found
Genesys is a dominant market leader, recognized as a Gartner Magic Quadrant Leader for 10 consecutive years with a massive global install base.
Score Rationale
A score of 9.2 reflects its status as a top-tier industry standard, reinforced by consistent analyst recognition and widespread enterprise adoption.
Supporting Evidence
The platform is trusted by over 6,000 organizations worldwide. Genesys Cloud is trusted by more than 6,000 organizations worldwide to drive customer loyalty and deliver superior end-to-end experiences.
— genesys.com
Genesys was named a Leader in the 2024 Gartner Magic Quadrant for Contact Center as a Service for the 10th consecutive year. This marks the 10th year Genesys was named a Magic Quadrant Leader.
— genesys.com
Recognized by industry publications for its innovative approach to customer support through real-time collaboration.
— genesys.com
8.9
Category 3: Usability & Customer Experience
What We Looked For
We look for ease of use for both agents and end-users, focusing on setup complexity and interface intuitiveness.
What We Found
The zero-footprint design ensures a frictionless start for customers, though some users report platform latency that can affect real-time interactions.
Score Rationale
The score is strong due to the 'no-download' customer experience, but slightly impacted by user reports of lag and interface delays.
Supporting Evidence
Users have reported latency issues, such as a 2-second delay on calls which can lead to talking over customers. There is a 2 sec delay on the calls which always makes the customers think we are over talking them.
— reddit.com
Admins can enable co-browse with a simple switch, requiring no code changes if Web Messaging is already deployed. Admins can simply switch on co-browse to supercharge your web pages — and it's all part of Genesys Cloud Web Messaging.
— genesys.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We evaluate pricing structures, transparency, and whether premium features require expensive add-ons.
What We Found
Pricing is transparent but tiered; Co-browse typically requires the 'Digital' add-on or higher-tier plans (CX 2/CX 3), starting around $95-$115/user/month.
Score Rationale
While pricing is publicly available, the requirement to upgrade to mid-tier or high-tier plans for co-browse functionality limits accessibility for budget-conscious teams.
Supporting Evidence
Co-browse requires specific licensing such as Genesys Cloud CX 2, CX 3, or the Digital Add-on. Prerequisites: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4... or Genesys Cloud CX 1 Digital Add-on II license.
— help.mypurecloud.com
Genesys Cloud CX 2 (Digital + Voice) is priced at $115 per user/month and includes digital channel capabilities required for co-browse. Genesys Cloud CX 2 - Digital + Voice. per month (billed annually) per user. $115. Cloud.
— trustradius.com
We look for native platform integration and the ability to work within existing agent workflows.
What We Found
Co-browse is natively integrated into the Genesys Cloud agent desktop, supporting seamless escalation from Voice and Chat, though cross-domain iframe support is limited.
Score Rationale
Native integration is a major strength, but strict domain requirements and lack of support for third-party iframes without complex setup prevent a perfect score.
Supporting Evidence
The solution requires deployment on the same second-level domain to avoid third-party cookie issues. Genesys highly recommends that you host the Load Balancer on the same domain as the website... Otherwise, chat and Co-browse stickiness cookies may be rejected.
— docs.genesys.com
Co-browse is natively integrated into Genesys Cloud Web Messaging, offering a frictionless experience. Native integrations. Co-browse is available in the web and mobile web version of Genesys Cloud™ Web Messaging.
— genesys.com
9.0
Category 6: Security, Compliance & Data Protection
What We Looked For
We examine data privacy features, specifically the ability to mask sensitive information from agents.
What We Found
Genesys provides granular DOM-based masking, allowing admins to hide specific fields (like credit cards) from agents, who see asterisks instead.
Score Rationale
The score is excellent because the masking is enforced at the code level (DOM), ensuring sensitive data never renders on the agent's screen.
Supporting Evidence
Admins can configure masking using CSS selectors to automatically hide private data. To mask sensitive data, add specific CSS selectors such as .selector to your Messenger configuration, or use the .cobrowse-masked selector on your webpages.
— help.mypurecloud.com
Data masking replaces sensitive content with asterisks or grays out images on the agent's view. Data masking—the agent sees masked content as asterisks (******) instead of characters, and masked images will be grayed out.
— all.docs.genesys.com
Outlined in published security policies, the product adheres to stringent data protection standards.
— genesys.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Strict domain requirements prevent co-browsing if the load balancer and website are not on the same second-level domain due to cookie policies.
Impact: This issue had a noticeable impact on the score.
Talkative Cobrowse Software is a game-changer for customer service industry by offering secure screen sharing, clicking, drawing, and highlighting. It eliminates the need for customer downloads and includes security features like data masking, making it an efficient tool in resolving customer queries and enhancing user experience.
Talkative Cobrowse Software is a game-changer for customer service industry by offering secure screen sharing, clicking, drawing, and highlighting. It eliminates the need for customer downloads and includes security features like data masking, making it an efficient tool in resolving customer queries and enhancing user experience.
SEAMLESS SCREEN SHARING
NO DOWNLOADS NEEDED
Best for teams that are
Contact centers using Mitel telephony systems for unified support
Mid-to-large teams needing video, voice, and co-browse in one suite
Organizations wanting to escalate web chats to video/voice seamlessly
Skip if
Small startups looking for a low-cost, standalone tool
Businesses not requiring a full contact center suite
Teams wanting a simple plugin without broader platform features
Expert Take
Our analysis shows Talkative strikes a powerful balance between security and usability by rendering the customer's browser DOM rather than streaming video. This 'no-download' approach significantly reduces friction for end-users while the automatic data masking ensures compliance with GDPR and PCI DSS. We are particularly impressed by its deep embedding into Salesforce and Mitel, which allows agents to work from a single pane of glass without context switching. While it has technical boundaries regarding what can be viewed (tab-only), this limitation actually serves as a privacy feature for many regulated industries.
Pros
No downloads or plugins required for customers
Deep native integration with Salesforce and Mitel
Usage-based pricing allows unlimited agent seats
Automatic sensitive data masking for security
Native mobile SDKs for iOS and Android
Cons
Single-threaded JS may lag on heavy sites
Cannot view outside the specific browser tab
Mobile app support requires developer SDK work
Higher starting price point for small teams
Smaller review volume compared to market giants
This score is backed by structured Google research and verified sources.
Overall Score
8.9/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Live Chat Platforms with Co Browsing and Screen Share. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.7
Category 1: Product Capability & Depth
What We Looked For
We evaluate the richness of cobrowsing features, including annotation tools, mobile support, and technical implementation methods.
What We Found
Talkative offers a robust cobrowsing solution that renders the customer's DOM for agents without downloads, supporting annotation, scrolling, and data masking, though it relies on single-threaded JavaScript.
Score Rationale
The score reflects a strong feature set with native mobile SDKs and no-download web access, slightly tempered by documented performance limitations on complex websites.
Supporting Evidence
Agents are restricted to viewing only the specific browser tab where the widget is installed, ensuring privacy by blocking views of other tabs or desktop apps. The advisor can only view the customer's current website page - they cannot see the customer's desktop or any other tabs/windows they have open.
— gettalkative.com
The solution supports native iOS and Android mobile apps via specific SDKs, enabling cobrowsing within mobile applications. Integrate Talkative with your iOS app and deliver native real-time service and support. Includes enhanced live chat, video chat, chatbots, cobrowse, and more.
— gettalkative.com
Cobrowse creates a structured model of the webpage using JavaScript rather than a video stream, allowing agents to annotate and scroll without downloads. Cobrowse works differently from traditional screen sharing tools. It does not transmit a live video stream... Instead, it uses JavaScript to recreate a structured model ('blueprint') of the webpage.
— support.gettalkative.com
Data security with masking is outlined in the product's security features, ensuring customer data protection.
— gettalkative.com
Documented in official product documentation, Talkative Cobrowse Software offers interactive features like clicking, drawing, and highlighting.
— gettalkative.com
9.2
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess the vendor's reputation through verified user reviews, partnership status with major platforms, and client roster.
What We Found
Talkative holds high ratings on review platforms and maintains verified partnerships with major enterprise vendors like Salesforce and Mitel, serving recognizable global brands.
Score Rationale
The product achieves a high score due to its perfect 5-star rating on G2 (albeit with a moderate review count) and validated status as a Salesforce AppExchange and Mitel MSA partner.
Supporting Evidence
Talkative is trusted by major organizations including Lululemon, Bugaboo, and Altra Federal Credit Union. Trusted by brands worldwide. Altra Credit Union logo... Lululemon logo Bugaboo logo
— gettalkative.com
The company is a certified Mitel MSA partner, ensuring global interoperability with Mitel products. Compatible: The 3rd party solution or service is globally interoperable with Mitel Products and is eligible for Mitel MSA Support.
— mitel.com
Talkative maintains a 5.0 out of 5 stars rating on G2 based on 22 reviews. Talkative has a rating of 5/5 stars and 5.0 out of 5 stars based on 22 reviews on G2.
— g2.com
8.9
Category 3: Usability & Customer Experience
What We Looked For
We examine the ease of use for both agents and end-users, including setup complexity and interface intuitiveness.
What We Found
The platform prioritizes a frictionless experience with no-download sessions for users and a unified, embedded console for agents, supported by a no-code widget builder.
Score Rationale
The score is anchored by the 'no-plugin' architecture which significantly reduces user friction, alongside a highly rated support team, though mobile app setup requires developer effort.
Supporting Evidence
Users on G2 specifically praise the support team's responsiveness and helpfulness during integration. Users rave about the exceptional customer support from Talkative, with dedicated assistance that enhances their experience.
— g2.com
Talkative offers a no-code widget builder allowing non-technical teams to customize the chat and cobrowse interface. Talkative's no-code widget builder is one of the most flexible on the market. With features allowing you to brand down to a granular level.
— gettalkative.com
Sessions require no plugins or downloads from the customer side, reducing friction during support interactions. With Talkative's cobrowsing, no plugins or downloads are required - the customer only has to grant permission before an advisor can cobrowse with them.
— gettalkative.com
No customer downloads required, as documented on the official website, enhancing user experience.
— gettalkative.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We analyze the pricing model, transparency of costs, and value provided relative to features and market averages.
What We Found
Talkative uses a usage-based pricing model (per conversation) rather than per-seat, which scales well for large teams but has a higher entry point than some competitors.
Score Rationale
While the usage-based model offers great value for high-volume teams, the starting price of around $750/month for the Pro plan may be a barrier for smaller businesses compared to per-seat alternatives.
Supporting Evidence
Plans include defined limits on conversations and voice minutes, providing predictable billing for scaling operations. Conversations Per Month. 500. 2,000. Bespoke. Voice Minutes included... 1,000. 10,000.
— gettalkative.com
The Pro plan is listed at approximately $750/month when billed annually, positioning it as a mid-market to enterprise solution. Pro (billed annually): $750/month... Advanced (billed annually): $1,500/month
— gettalkative.com
Pricing is conversation-based rather than seat-based, allowing for unlimited users/agents on the platform. Users. ⓘ The number of users/agents allowed in the system. Bespoke. ... Unlimited.
— gettalkative.com
Custom enterprise pricing is available, providing flexibility for different business needs.
— gettalkative.com
8.8
Category 5: Security, Compliance & Data Protection
What We Looked For
We evaluate the product's adherence to security standards like GDPR, PCI DSS, and data masking capabilities.
What We Found
Talkative provides strong security features including automatic data masking, end-to-end encryption, and compliance with GDPR and PCI DSS, hosted on AWS infrastructure.
Score Rationale
The score acknowledges robust built-in security features like field masking and encryption, though it falls slightly short of 9.0 due to a lack of explicit, downloadable SOC 2 Type II reports directly on the public site compared to some competitors.
Supporting Evidence
Data is secured using AWS infrastructure and end-to-end encryption via trusted Certificate Authorities. Talkative uses AWS for your data hosting needs... With encryption taking place via a trusted public certificate authority (CA).
— gettalkative.com
Talkative is compliant with major regulations including GDPR, CCPA, and PCI DSS for secure payments. Talkative's PCI DSS-compliant contact channels mean you can confidently interact with your customers... Ensure compliance with the GDPR, CCPA, and more.
— gettalkative.com
The platform includes automatic masking of sensitive data fields to ensure agents cannot view private customer information. Talkative's cobrowsing comes with security features like data masking as standard. Advisors will only ever view the current webpage too.
— gettalkative.com
Data masking and secure screen sharing are outlined in the product's security documentation.
— gettalkative.com
9.0
Category 6: Integrations & Ecosystem Strength
What We Looked For
We assess the depth and quality of integrations with CRM, contact center software, and other business tools.
What We Found
Talkative excels with deep, native integrations for Salesforce and Mitel, embedding directly into agent workflows rather than just popping out, alongside standard connectors for Teams and Google Analytics.
Score Rationale
The deep embedding into Salesforce Lightning Console and Mitel MiContact Center distinguishes it from lighter integrations, justifying a high score for ecosystem strength.
Supporting Evidence
The platform also integrates with Microsoft Teams, WhatsApp, Facebook Messenger, and Google Analytics. With integrations into Facebook Messenger, WhatsApp, SMS, and more... Salesforce Einstein logo Zapier logo Shopify logo MS Teams Google Analytics logo
— gettalkative.com
Talkative is a Mitel MSA partner, offering unified routing and reporting within the Mitel environment. Talkative fits seamlessly within your Mitel environment. All interactions take place in a single browser tab, with blended workloads, unified routing, and consolidated reporting.
— mitel.com
The Salesforce integration embeds directly into the Lightning Console, allowing agents to handle interactions without switching screens. Unlike any other Salesforce Service Cloud integration, Talkative lives inside of your agents' screen with an embedded Lightning Console.
— gettalkative.com
Listed in the company's integration directory, Talkative Cobrowse Software integrates with major CRM systems.
— gettalkative.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Mobile app integration complexity: While web integration is 'no-code', enabling cobrowse inside a native iOS or Android app requires developer implementation of an SDK, which is a higher barrier to entry.
Impact: This issue caused a significant reduction in the score.
View restriction scope: Unlike full screen-sharing solutions, Talkative's cobrowse is strictly limited to the browser tab where the widget is installed. Agents cannot see third-party applications, other browser tabs, or the customer's desktop.
Impact: This issue had a noticeable impact on the score.
Performance degradation on complex websites: Because the cobrowse technology relies on single-threaded JavaScript to replicate the DOM, websites with heavy frameworks, large DOM structures, or rapid mutations may experience lag or slow rendering.
Impact: This issue caused a significant reduction in the score.
The 'How We Choose' section for live chat platforms with co-browsing and screen share products is grounded in a comprehensive evaluation of key factors such as specifications, features, customer reviews, ratings, and overall value. Important considerations for this category include the effectiveness of co-browsing capabilities, ease of integration with existing systems, user interface design, and the level of customer support provided. The rankings were determined by analyzing detailed specifications, reviewing customer feedback across various platforms, and evaluating the price-to-value ratio to ensure that each product meets the needs of potential users effectively. This research methodology emphasizes objective analysis, relying on data-driven insights to compare and rank the top products in the live chat space.
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Score Breakdown
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Deep Research
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