Oracle buys co-browsing tech; targets Salesforce.com
The deal for LiveLOOK follows Salesforce.com's rollout of SOS, a help feature inspired by Amazon's Mayday
IDG News Service - Oracle is scooping up co-browsing software maker LiveLOOK in a bid to flesh out its suite of customer experience software.
LiveLOOK's product is already being used by more than 100 Oracle customers, having been embedded into Oracle's customer service application. It gives support and sales representatives a way to browse alongside customers in order to fix problems and help them make the right purchases, according to a statement.
Some 500 customers use LiveLOOK, according to a FAQ document released Friday in conjunction with the acquisition announcement.
Oracle is locked in fierce competition with Salesforce.com, SAP, Microsoft and other vendors in the customer experience software market, which spans a continuum from marketing to sales and post-sale service and support.
The LiveLOOK announcement comes shortly after Salesforce.com announced SOS, a support feature inspired by Amazon's Mayday button. With a click, a customer needing help can fire up an SOS video chat session with a support agent.
LiveLOOK's technology similarly provides "one-click access to visual help on any device," according to a presentation Oracle released Friday.
Beyond making customers happy, LiveLOOK can also cut costs since support calls can be resolved faster, and drive more sales, as agents working with a customer can spot opportunities to increase order sizes or sell related products, the presentation states.
Financial terms of the deal were not disclosed.
Chris Kanaracus covers enterprise software and general technology breaking news for The IDG News Service. Chris' email address is Chris_Kanaracus@idg.com
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