Frost & Sullivan has recently recognized Oracle Service Cloud with the 2014 North American Co-browsing Applications Product Leadership Award. By improving the co-browsing and screen-sharing experience with Oracle Co-browse’s TrueView feature acquired from LiveLOOK, Oracle Service Cloud has established itself as an industry leader and is revolutionizing modern customer service solutions.
Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality, gaining rapid acceptance in the market. The award recognizes the quality of the solution and the customer value enhancements it enables. Frost & Sullivan Best Practices Awards recognize companies such as Oracle for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development.
Oracle Service Cloud’s co-browsing features, including TrueView, help agents view the same screens that customers are viewing in real time to provide accurate instructions when offering remote assistance. In a typical co-browsing solution, customers’ screens are re-created for the agents straight from the webpage’s source code and then optimized to the agents’ platforms. Therefore, even if they are essentially looking at the same webpage, their unique display optimizations and settings can cause their screens to be presented differently. This sometimes alters the location of vital on-screen landmarks such as menus, pictures and tables, which can make it difficult to articulate directions.
“Oracle Co-browse addressed the challenge of exactly replicating views with the TrueView feature. This solution presents agents with the actual views of the customers’ screens as they have it configured at their end,” said Frost & Sullivan Research Analyst Ben Gresham. “This is a huge improvement over screen-sharing and regular HTML-based co-browsing solutions because if the customers change display settings, the alterations are transferred to the agents in real time.”
Oracle Co-browse’s TrueView feature has significant value for customer service organizations. For instance, by facilitating enhanced interactions between agents and customers, it drastically reduces resolution times. Additionally, this innovation is fully mobile-compatible, regardless of platform. Oracle Co-browse can be built right into native applications as well, providing even higher value through portability.
“It is challenging to re-create the experience of having a technician or agent in the same room with a client and assisting with problems; however, Oracle Co-browse has achieved this virtually with the TrueView,” noted Gresham. “Overall, with the acquisition of LiveLOOK as a core component of the Oracle Service Cloud, Oracle is poised to grow substantially, not only as an industry leader, but also as a true pioneer of co-browsing in cloud-based customer contact center solutions.”
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