What users are saying about

Tenfold

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Top Rated
71 Ratings
9 Ratings
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Score 7.7 out of 101

Tenfold

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Top Rated
71 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.7 out of 101

Add comparison

Likelihood to Recommend

Aspect Unified IP

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Joseph Burda profile photo

Tenfold

I would recommend Tenfold to any company with CRM or account management software. Being able to manage future appointments and to document it all in one step will increase efficiency.
Linda Brann profile photo

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
Tenfold
Agent dashboard
Aspect Unified IP
8.5
Tenfold
Validate callers
Aspect Unified IP
9.0
Tenfold
Outbound response
Aspect Unified IP
9.0
Tenfold
Call forwarding
Aspect Unified IP
9.0
Tenfold
Click-to-call (CTC)
Aspect Unified IP
9.5
Tenfold
Warm transfer
Aspect Unified IP
9.0
Tenfold
Predictive dialing
Aspect Unified IP
9.5
Tenfold
Interactive voice response
Aspect Unified IP
9.0
Tenfold
REST APIs
Aspect Unified IP
9.0
Tenfold
Call scripts
Aspect Unified IP
9.0
Tenfold
Call tracking
Aspect Unified IP
9.5
Tenfold
Multichannel integration
Aspect Unified IP
8.0
Tenfold
CRM software integration
Aspect Unified IP
8.5
Tenfold

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Tenfold
Inbound call routing
Aspect Unified IP
9.0
Tenfold
Omnichannel inbound routing
Aspect Unified IP
8.0
Tenfold
Recording
Aspect Unified IP
9.5
Tenfold
Quality management
Aspect Unified IP
9.0
Tenfold
Call analytics
Aspect Unified IP
8.5
Tenfold
Historical reporting
Aspect Unified IP
7.5
Tenfold
Live reporting
Aspect Unified IP
7.5
Tenfold
Customer surveys
Aspect Unified IP
8.5
Tenfold
Customer interaction analytics
Aspect Unified IP
9.0
Tenfold

Pros

  • 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.
Joseph Burda profile photo
  • 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.
Linda Brann profile photo

Cons

  • Their upgrade cycle is too agressive, especially for larger organizations that might not need to update their telephony platform so often. This is the main issue I have had with Aspect since we started using them over 10 years ago.
Joseph Burda profile photo
  • When looking at recent calls from the pop-up window, it would be beneficial if the history went back further. Often notes need to be updated.
  • When looking at the day's calls on the web page, it would be helpful if we could update notes from that page.
  • This very well could be our own team's suggestion, not Tenfold - but if we could plug our headphones into the computer directly for audio vs. having to go through the external phone, it would eliminate having to have 2 sets of headphones when having to listen to online training on the computer.
Linda Brann profile photo

Alternatives Considered

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
Joseph Burda profile photo
I find the ease of use of Tenfold to be advantageous to all other platforms. It also appears that as future needs change, Tenfold will allow me to continue to structure my workday around Tenfold but use it in different ways that would scale to any changes in my process.
Ricky Fox profile photo

Return on Investment

  • 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.
Joseph Burda profile photo
  • It has made me more productive
  • It has given me confidence that my follow up calls are not being missed
  • It organizes my day and allows easy review of my activity
Ricky Fox profile photo

Screenshots

Pricing Details

Aspect Unified IP

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Tenfold

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
Additional Pricing Details