• June 24, 2014

Oracle Acquires LiveLOOK

Oracle announced on Friday that it will acquire LiveLOOK, a provider of real-time visual collaboration technology for co-browsing, screen sharing, and recently added click-to-call. Financial terms of the deal were not disclosed.

LiveLOOK's product has been embedded in the Oracle Service Cloud offering for some time and is already being used by more than 100 Oracle clients.

LiveLOOK's cloud-based co-browse technology enables customer service and sales agents to collaborate and visually guide consumers through Web and in-app mobile environments to resolve issues and assist in buying decisions.

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. 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 vice president, Oracle Product Development, in a statement. "With LiveLOOK, the Oracle Service Cloud will enable customer service and sales agents to deliver exceptional customer experiences."

"LiveLOOK's innovative multichannel co-browse and visual collaboration technology puts agents on the same page with consumers to improve customer experience and enhance sales," said Igor Khalatian CEO of LiveLOOK, in a statement. "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."

Oracle has acquired approximately 100 companies in the past decade. In addition to the LiveLOOK deal, Oracle today announced that it will acquire Micros Systems, a provider of IT solutions for retail and hospitality, for $5.3 billion.


CRM Covers
Free
for qualified subscribers
Subscribe Now Current Issue Past Issues

Related Articles

The 2015 CRM Service Elite: Oracle Service Cloud Catalyzes Multichannel Support Strategy

The 'right technology' helps Kohl's carry out a deep reorganization of its customer care team.