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Collaboration and co-browsing for enhanced customer experiences



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Pegasystems has inked a deal to acquire Profeatable, provider of Firefly co-browsing technology. The transaction is expected to close early in the third quarter. Terms of the deal were not disclosed.

Pegasystems reports it will unify Firefly’s cloud-based collaboration technology into its Build for Change platform and customer service and sales applications, allowing organizations to enhance customer experience and increase employee productivity through collaboration. Firefly will also continue to be offered as a stand-alone solution.

The companies say Firefly technology permits users to securely share content by simultaneously browsing Web pages. They claim the solution allows agents to proactively engage customers when and where they need it most, improving customer satisfaction and driving adoption of self-service tools to increase revenue. It is also said to increase productivity, enabling employees to more easily collaborate on work, regardless of location.

Pegasystems and Profeatable explain co-browsing helps organizations convert Web and mobile site visits into sales by supporting real-time, proactive collaboration. Co-browsing is also used to enable brokers, agents and other customer-facing employees to easily share content and interact with prospects and clients. Firefly’s co-browsing is platform-agnostic and works on Mac, PC, iPhone, iPad and Android devices.