Avaya Call Center Elite vs. LivePerson CTI Platform (Tenfold)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya Call Center Elite
Score 7.8 out of 10
N/A
Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a more efficient manner, enabling agents to more effectively respond to their needs.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
Avaya Call Center EliteLivePerson CTI Platform (Tenfold)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Call Center EliteLivePerson 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
Avaya Call Center EliteLivePerson CTI Platform (Tenfold)
Considered Both Products
Avaya Call Center Elite

No answer on this topic

LivePerson CTI Platform (Tenfold)
Chose LivePerson CTI Platform (Tenfold)
Click to Dial.. is simply priceless for me
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Avaya Call Center EliteLivePerson CTI Platform (Tenfold)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Call Center Elite
7.3
24 Ratings
13% below category average
LivePerson CTI Platform (Tenfold)
6.9
1 Ratings
19% below category average
Agent dashboard7.314 Ratings8.01 Ratings
Validate callers7.518 Ratings8.01 Ratings
Outbound response6.813 Ratings8.01 Ratings
Call forwarding8.520 Ratings00 Ratings
Click-to-call (CTC)7.613 Ratings7.01 Ratings
Warm transfer8.021 Ratings7.01 Ratings
Predictive dialing7.411 Ratings00 Ratings
Interactive voice response7.214 Ratings00 Ratings
REST APIs6.99 Ratings00 Ratings
Call scripts7.817 Ratings6.01 Ratings
Call tracking8.819 Ratings8.01 Ratings
Multichannel integration5.211 Ratings5.01 Ratings
CRM software integration5.914 Ratings5.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya Call Center Elite
7.2
20 Ratings
13% below category average
LivePerson CTI Platform (Tenfold)
8.0
1 Ratings
2% below category average
Inbound call routing8.017 Ratings00 Ratings
Omnichannel inbound routing7.28 Ratings00 Ratings
Recording7.216 Ratings00 Ratings
Quality management7.113 Ratings8.01 Ratings
Call analytics6.815 Ratings8.01 Ratings
Historical reporting7.317 Ratings8.01 Ratings
Live reporting7.216 Ratings8.01 Ratings
Customer surveys6.56 Ratings8.01 Ratings
Customer interaction analytics7.69 Ratings8.01 Ratings
Best Alternatives
Avaya Call Center EliteLivePerson CTI Platform (Tenfold)
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
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User Ratings
Avaya Call Center EliteLivePerson CTI Platform (Tenfold)
Likelihood to Recommend
8.0
(32 ratings)
9.0
(64 ratings)
Likelihood to Renew
9.1
(1 ratings)
-
(0 ratings)
Usability
9.1
(1 ratings)
-
(0 ratings)
Support Rating
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
Avaya Call Center EliteLivePerson CTI Platform (Tenfold)
Likelihood to Recommend
Avaya
The way Technology is expanding, Elite can be utilized and integrated into any environment as long as it keeps pace with the merging needs. I strongly recommend that there needs to be more innovation within the product to bring it back to where it was in the past.
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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
Avaya
  • I think the reporting cause Elite does really good with reporting related to CMS and with the proper to-left knee programming. It performs well from a routing perspective. It will identify where the call needs to be routed to and it will cure it to that group pretty effectively. We've also found it to be relatively stable. You don't hear a lot of incidents about Call Center Elite going down. Sometimes it might be a database that might be having an issue or something else, but you never hear the call center has gone down or we can't route calls. You normally don't hear that. So it's been relatively stable.
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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
Avaya
  • I do feel that their support definitely needs a room for improvement. There is not a lot and I say that as in from the technology support side of it is the support definitely needs to be a lot better and that's because if we're running into troubles or issues, there's not a lot of help outside of when we go to Avaya to help fix it. We get a little down a bumpy road trying to get that fixed. The last time I was here, I worked up there.
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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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Usability
Avaya
Very easy to use.
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LivePerson
No answers on this topic
Support Rating
Avaya
Avaya always has good partners for support.
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LivePerson
No answers on this topic
Alternatives Considered
Avaya
I've used a C Experience portal, Contact Center Elite for Avaya Symposium, and Symposium Express for other manufacturers. I've used the Cisco solution for the Cisco. I believe the Contact Center Elite is the easiest of all the products for the enterprise industry and it's got the best user feel to be able to integrate it into your phone system
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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
Avaya
  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
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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