Oracle Buys Co-Browsing Provider LiveLOOK

Oracle has signed an agreement to acquire LiveLOOK, a provider of real-time, visual collaboration technology for co-browsing and screen sharing. Financial terms were not disclosed.

LiveLOOK’s cloud-based co-browse technology enables customer service and sales agents to collaborate and visually guide consumers through web and mobile environments to resolve issues effectively and improve the quality of buying decisions.

Together, Oracle and LiveLOOK will enable customer service organizations to directly engage with consumers, bolstering customer satisfaction, agent efficiency, and revenue growth across Web and mobile channels.

Oracle has over 100 global customers using LiveLOOK’s co-browsing technology as an embedded part of Oracle Service Cloud offering.

The Oracle Service Cloud is an integral part of the Oracle Customer Experience Cloud, which includes Commerce, Sales, Service, Social and Marketing clouds, and enables a seamless and integrated exceptional customer experience from the first touch point through the entire customer lifecycle.

LiveLOOK customers will benefit with a more seamless path to the Oracle Service Cloud suite and overall customer experience portfolio offering, with no disruption to their current solution. The Oracle Service Cloud customers who are currently using the LiveLOOK solution will also be able to take advantage of some of the latest LiveLOOK co-browse capabilities as part of their standard Oracle Service Cloud upgrade.

“Consumers are increasingly conducting transactions across multiple digital channels such as Web and mobile,” said David Vap, group vice president, Oracle Product Development, in a statement. “Meeting consumer demands and exceeding their expectations for Web and mobile service and support will improve customer satisfaction and enhance revenue. With LiveLOOK, the Oracle Service Cloud will enable customer service and sales agents to deliver exceptional customer experiences.”

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Posted February 05, 2015