collaboration provides an organization with the capability to collaborate with customers or internally via the Internet
in real time
. Web collaboration packages generally consist of Web-based tools within Web sites
to assist an organization in the area of sales, new revenue-generation opportunities, and to enhance customer satisfaction. Web collaboration is essentially the back-end software or service that allows your center to share Web pages with customers while offering voice and text chat
assistance or to conduct single or multi-user conferences and seminars. Web collaboration can be used in an Internet (IP
) environment or integrated with an organizations’ existing telephone infrastructure to provide automated customer assistance
for a client’s Web-based inquiries.