Hiya,
It wasn't part of the version 7 ics platform because in part because of the partner that developed the product was sold to a competitor of Genesys, but also because it wasn't very reliable.
I found it difficult to install and configure compared to the rest of the media types in ICS. If I made a mistake during the install wizard it was almost impossible to trouble shoot.
When you get past the hurdles of deploying corowse, then you have to educate the customer how to use the software with each interaction.
I personally feel that corowse is more trouble then it is worth.
The idea with co browse is that clicking on links for a customer is going to teach the customer how to do it themselves in the future. It's an investment that over time is supposed to reduce talk time and reduce touch rate.
In order to open a corowse interaction, the customer needs to already be logged into the customer service web site and in a chat session with an agent. The customer that is capable of getting this far into your customer service site is already computer literate and probably isn't going to benefit much from a corowse session.
The customers/users that benefited the most of corowse sessions in my experience were callers that had a broadband internet connection or two phone lines to allow the agent to continue talking while demonstrating the site features. Most of our customer's were single phone line dial up users at the time, so it was rarely used in the contact center.
