Aspect Unified IP vs. LivePerson CTI Platform (Tenfold)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aspect Unified IP
Score 5.5 out of 10
N/A
Aspect Software headquartered in Massachusetts offers Aspect Unified UP, a call center solution for enterprise contact centers. It supports an omnichannel customer experience across voice, email, chat, SMS, IM, and social channels.N/A
LivePerson CTI Platform (Tenfold)
Score 9.0 out of 10
N/A
Tenfold is a computer telephony integration (CTI) platform optimized for customer support and sales enablement. All contact points and interactions with customers are automatically captured back into existing CRM software, such as business calls, emails, texts, and chats. The solution is now part of the LiveEngage since the October, 2021 acquisition.N/A
Pricing
Aspect Unified IPLivePerson CTI Platform (Tenfold)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Aspect Unified IPLivePerson CTI Platform (Tenfold)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Aspect Unified IPLivePerson CTI Platform (Tenfold)
Top Pros
Top Cons
Features
Aspect Unified IPLivePerson CTI Platform (Tenfold)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Aspect Unified IP
7.4
3 Ratings
12% below category average
LivePerson CTI Platform (Tenfold)
6.9
1 Ratings
19% below category average
Agent dashboard7.03 Ratings8.01 Ratings
Validate callers9.03 Ratings8.01 Ratings
Outbound response8.03 Ratings8.01 Ratings
Call forwarding6.03 Ratings00 Ratings
Click-to-call (CTC)9.62 Ratings7.01 Ratings
Warm transfer8.03 Ratings7.01 Ratings
Predictive dialing9.03 Ratings00 Ratings
Interactive voice response5.03 Ratings00 Ratings
REST APIs8.03 Ratings00 Ratings
Call scripts4.03 Ratings6.01 Ratings
Call tracking6.03 Ratings8.01 Ratings
Multichannel integration8.22 Ratings5.01 Ratings
CRM software integration8.03 Ratings5.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Aspect Unified IP
8.5
2 Ratings
3% above category average
LivePerson CTI Platform (Tenfold)
8.0
1 Ratings
3% below category average
Inbound call routing9.02 Ratings00 Ratings
Omnichannel inbound routing8.12 Ratings00 Ratings
Recording9.62 Ratings00 Ratings
Quality management9.12 Ratings8.01 Ratings
Call analytics8.62 Ratings8.01 Ratings
Historical reporting7.42 Ratings8.01 Ratings
Live reporting7.42 Ratings8.01 Ratings
Customer surveys8.62 Ratings8.01 Ratings
Customer interaction analytics9.12 Ratings8.01 Ratings
Best Alternatives
Aspect Unified IPLivePerson CTI Platform (Tenfold)
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User Ratings
Aspect Unified IPLivePerson CTI Platform (Tenfold)
Likelihood to Recommend
7.0
(4 ratings)
9.0
(64 ratings)
Likelihood to Renew
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
Aspect Unified IPLivePerson CTI Platform (Tenfold)
Likelihood to Recommend
Alvaria, Inc (Aspect Software + Noble Systems)
Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.
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LivePerson
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.
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Pros
Alvaria, Inc (Aspect Software + Noble Systems)
  • Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
  • Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
  • Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
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LivePerson
  • 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.
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Cons
Alvaria, Inc (Aspect Software + Noble Systems)
  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
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LivePerson
  • 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.
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Likelihood to Renew
Alvaria, Inc (Aspect Software + Noble Systems)
Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
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LivePerson
No answers on this topic
Alternatives Considered
Alvaria, Inc (Aspect Software + Noble Systems)
We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
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LivePerson
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
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Return on Investment
Alvaria, Inc (Aspect Software + Noble Systems)
  • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
  • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
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LivePerson
  • 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.
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ScreenShots

LivePerson CTI Platform (Tenfold) Screenshots

Screenshot of Tenfold for SalesforceScreenshot of Tenfold for Microsoft DynamicsScreenshot of Tenfold for Salesforce