Oracle acquired co-browse provider to enhance CX

Oracle RightNow Co-Browse Cloud Service enables a customer to share his/her desktop (browser or any other application) while engaging in a live chat conversation with an agent, helping to facilitate the transition from self-service to assisted-service seamlessly by establishing a virtual connection between agents and customers.

Using the co-browse functionality agents can guide customers through pages/processes using the mouse to point or demonstrate actions. If needed, agents can also take control of the desktop/browser in order to help the customer complete actions (e.g. filling out a form, completing a sale, sort out technical issue).

Last Friday Oracle announced the acquisition of LiveLOOK a company that specializes in collaboration and screen-sharing technologies. Market leader in this area, providing co-browse solutions to 500 companies around the world – including 20% of Fortune 100 companies, that use it to improve online customer service and sales.

Oracle already had c. 100 customers using LiveLOOK since it was integrated into the Oracle RightNow CX Cloud Service (aka Oracle Service Cloud). The difference is that now LiveLOOK’s technology will be OEM and integrated directly into Oracle Cloud.