Websites using Livelook

Okay, let s break down Livelook, covering its overview, potential revenue (though this is tough to find exact figures), alternatives, pricing information, and customer care.

What is Livelook?

• Focus: Livelook (likely referring to LiveLook, now part of Oracle Fusion Service) is a cloud-based co-browsing and screen sharing solution designed to enhance customer service interactions. It allows customer service agents to view and interact with a customer s screen in real-time, helping them troubleshoot issues, guide customers through processes, and ultimately improve the customer experience.

• Key Features:

  • Co-browsing: Agents can see exactly what the customer sees on their browser and, with permission, can jointly navigate the website or application.
  • Screen Sharing: Customers can share their entire desktop or specific application windows.
  • Annotation Tools: Agents can highlight, draw, and point on the customer s screen to direct their attention.
  • Secure: Designed with security in mind, often masking sensitive data (like passwords or credit card numbers) from the agent s view.
  • Integration: Typically integrates with CRM systems, contact center platforms, and other customer service tools.
  • Analytics/Reporting: Provides data on co-browsing sessions, agent performance, and customer behavior.

• Use Cases:

  • Technical Support: Resolving software or hardware issues.
  • Customer Onboarding: Guiding new users through product setup or application usage.
  • Sales Assistance: Helping customers navigate the buying process on a website.
  • Financial Services: Assisting with online banking or investment applications.
  • Healthcare: Supporting patients with telehealth platforms or online portals.

Revenue (Estimate and Challenges)

It s challenging to provide precise revenue figures for LiveLook (Oracle Fusion Service) for several reasons:

• Part of a Larger Suite: LiveLook is integrated into the Oracle Fusion Service suite, so its revenue is not broken out separately in Oracle s financial reports.
• Private Company Information: Even when Livelook was a standalone company before acquisition, revenue information was often kept private.
• Subscription-Based Model: Revenue is based on subscriptions, which can vary greatly depending on the number of users, features, and contract terms.

Instead of a specific revenue number, I can offer some context:

• Market Size: The co-browsing and screen sharing market is growing as businesses prioritize customer experience. Market research reports estimate the market size in the hundreds of millions of dollars annually and growing.
• Oracle s Overall Revenue: Oracle is a multi-billion dollar company, and Fusion Service (including LiveLook) contributes to its overall cloud revenue.

Alternatives to Livelook/Oracle Fusion Service

There are several competing co-browsing and screen sharing solutions available, each with its strengths and weaknesses. Here are some prominent alternatives:

• Surfly: A popular co-browsing platform with a strong focus on security and compliance.

• TeamViewer: A well-known remote access and screen sharing tool that can also be used for customer support.

• Zoho Assist: Offers remote support and screen sharing features, integrated with the Zoho suite of business applications.

• Upscope: A co-browsing tool designed for customer support and onboarding.

• TechSee: Visual customer assistance that uses augmented reality to provide remote guidance.

• Fullview: A co-browsing and session replay tool for understanding user behavior and resolving issues.

• Genesys Cloud CX: This contact center platform offers co-browsing capabilities.

Key Considerations When Choosing an Alternative:

• Features: Does it have the specific features you need (e.g., annotation, data masking, integration with your CRM)?
• Security: Does it meet your security and compliance requirements (e.g., PCI, HIPAA)?
• Ease of Use: Is it easy for both agents and customers to use?
• Integration: Does it integrate with your existing systems?
• Scalability: Can it handle your expected volume of usage?
• Pricing: Is it affordable and within your budget?

Pricing Information

Pricing for Livelook (Oracle Fusion Service) and its alternatives varies widely depending on the vendor, the features included, the number of users, and the contract terms.

• Oracle Fusion Service: Oracle typically uses a quote-based pricing model. You need to contact Oracle sales to get a custom quote based on your specific needs. Expect enterprise-level pricing.
• Alternatives:
  • Surfly: Offers various pricing plans, including subscription-based options. Contact for custom pricing.
  • TeamViewer: Offers different licenses for business, remote access, and support, with varying pricing.
  • Zoho Assist: Offers subscription plans based on the number of technicians.
  • Upscope: Has subscription plans based on usage and features.
  • Fullview: Offers a free tier, as well as paid plans.

General Pricing Models:

• Subscription-Based: A recurring fee (monthly or annually) based on the number of users, features, or usage.
• Usage-Based: You pay based on the actual number of co-browsing sessions or minutes used.
• Quote-Based: The vendor provides a custom quote based on your specific requirements.

Customer Care Details (For Oracle Fusion Service)

As LiveLook is now part of Oracle Fusion Service, customer care is provided through Oracle s support channels. Here s what you should know:

• Oracle Support Portal: The primary online resource for Oracle customers. You ll need an Oracle account to access it.

  • Knowledge Base: A vast library of articles, documentation, and troubleshooting guides.
  • Community Forums: A place to ask questions, share knowledge, and connect with other Oracle users.
  • Service Requests: You can submit service requests (support tickets) for technical assistance.

• Phone Support: Oracle provides phone support, but the availability and response times may vary depending on your support level and the severity of the issue.

• Account Management: For larger customers, Oracle typically assigns an account manager who can help with support and other needs.

• Training and Documentation: Oracle offers training courses and documentation to help users learn how to use Fusion Service and its features (including LiveLook).

• Service Level Agreements (SLAs): Oracle typically provides SLAs that outline the level of support you can expect.

Tips for Getting the Best Customer Support from Oracle:

• Clearly Define Your Issue: When submitting a service request, provide as much detail as possible about the problem you re experiencing.
• Include Relevant Information: Include error messages, screenshots, and other information that can help the support team diagnose the issue.
• Be Responsive: Respond promptly to any questions from the support team.
• Escalate if Necessary: If you re not getting the support you need, don t hesitate to escalate the issue to a higher level of support.
• Know Your Support Level: Be aware of the level of support you re entitled to based on your Oracle contract.

I hope this comprehensive overview is helpful. Remember to research and compare the different solutions to find the best fit for your specific needs and budget. Good luck!