Oracle is purchasing one of its collaborators. LiveLook, which provides visual collaboration technology across Web and mobile channels, is already embedded in its Oracle’s Service Cloud offering to about 100 of its enterprise clients for customer experience management.
In announcing the deal for LiveLook, Oracle noted that companies are increasingly interacting with their customers through Web and mobile channels. LiveLook’s cloud-based “co-browse” and screen-sharing features allow customer service representatives to guide customers through Web and mobile environments more effectively.
“Consumers are increasingly conducting transactions across multiple digital channels such as Web and mobile. Meeting consumer demands and exceeding their expectations for Web and mobile service and support will improve customer satisfaction and enhance revenue,” said David Vap, group VP for Oracle Product Development. “With LiveLook, the Oracle Service Cloud will enable customer service and sales agents to deliver exceptional customer experiences.”
Terms of the deal for privately-held LiveLook were not disclosed. The company was founded in 2008 and has more than 500 customers including companies such as Capital One, Blue Cross Blue Shield, TurboTax and PNC.
LiveLook is offered through Oracle’s Service Cloud, which is part of the company’s larger Customer Experience Cloud offering that includes commerce, sales, service, social and marketing cloud-based tools.
