Likelihood to Recommend Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more. Powerful predictive dialing--gives the option to change between dialing modes without interruptions. Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey. Offers the possibility to save interaction outcomes and present them in monitoring and reports. Cannot replace a corporate PBX. Read full review If there are situations where a customer is hard to reach, Tenfold allows easy pushing forward of reminders.In a high volume call system, it provides the ability to focus on your productivity and let Tenfold worry about the call logging, scheduling, and general call management on a day by day basis.
Read full review Pros Predictive outbound Offers a reliable CRM-lite option GDPR platform module Customizable reports Powerful IVR flows with many options Web-based management and agent applications available Read full review Integrates very well with Salesforce, our CRM software. As we disposition calls, the notes automatically generate on my customer's accounts, saving me valuable steps in documentation. Call metrics gathered in Tenfold are used for measuring productivity across all of the sales team. Reporting is done through Salesforce, once again speaking volumes of the integration capabilities. The clarity and consistency of quality of calls are outstanding! Very little delay, static or feedback. Read full review Cons User interface Offers no direct access to its database Support responsiveness could be better Read full review There is no ability to customize the popup. It is stuck in one place (bottom right) and can't be moved. Just adding something as simple as being able to move it up and down would make a world of a difference. I don't know how many times the popup got in the way of other information I was trying to look at. It would, of course, be a much better product if the popup were it's own app that could be docked anywhere on the screen. Tying the popup to Chrome really keeps this software from being the best it could be. There are no skins, color options, customize options, or anything like that for the popup window. There is nothing you can do to affect how it looks, what information is on it, and where it is docked. Solve those three issues, and you have an amazing tool that is flexible and personable. Read full review Alternatives Considered Altitude uCI offers some CRM capabilities that
Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While
Genesys Cloud is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.
Read full review In fairness, this product was rolled out to our entire team, and therefore I have not used other (similar) call tracking software. That said, I have been very pleased with all of the features it does offer, and would be reluctant to change products based on the successes in productivity we've experienced with Tenfold. If anything, we would hope to continue to see improvements in this product, rather than switching to something else
Read full review Return on Investment Reliable prediction improves productivity Multichannel integration offers an all-in-one solution Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions Can work with existing corporate PBXs (Cisco, Alcatel, Avaya) Read full review We have made more sales because of the ease of completing transactions. The product is a bit more costly up front so that should be taken into consideration. It is easier to reach customers on phone and chat so we can make more sales. Read full review ScreenShots LivePerson CTI Platform (Tenfold) Screenshots