Oracle it has signed an agreement to acquire LiveLOOK, a provider of real-time, visual collaboration technology for co-browsing and screen sharing.
In a joint statement, the two companies state that 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.
"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, Oracle product development. "With LiveLOOK, the Oracle service cloud will enable customer service and sales agents to deliver exceptional customer experiences."
Together, adds the statement, Oracle and LiveLOOK will enable modern customer service organisations to directly engage with consumers, bolstering customer satisfaction, agent efficiency and revenue growth across Web and mobile channels.
Oracle states further that its 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 life cycle.
"LiveLOOK's innovative multi-channel co-browse and visual collaboration technology puts agents on the same page with consumers to improve customer experience and enhance sales," remarks Igor Khalatian, CEO, LiveLOOK. "We have enjoyed a successful partnership integrated with the Oracle Service Cloud, and we are now thrilled to join Oracle's leading customer experience portfolio."
According to LiveLOOK, its 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 two companies are of the view that 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.
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