Likelihood to Recommend We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as
Webex Calling ) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
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 Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish. 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 Better integration with Webex Calling. More on premise features integrated into the cloud solution. Better documentation for pebble templates. Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice. 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 Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
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 Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back. Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours. Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed. 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 Webex Contact Center Screenshots LivePerson CTI Platform (Tenfold) Screenshots