OneContact CC is a call center platform from Collab in Portugal.
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LivePerson CTI Platform (Tenfold)
Score 9.0 out of 10
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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.
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Pricing
Collab OneContact CC
LivePerson CTI Platform (Tenfold)
Editions & Modules
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No answers on this topic
Offerings
Pricing Offerings
OneContact CC
LivePerson CTI Platform (Tenfold)
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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More Pricing Information
Community Pulse
Collab OneContact CC
LivePerson CTI Platform (Tenfold)
Features
Collab OneContact CC
LivePerson CTI Platform (Tenfold)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Collab OneContact CC
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Ratings
LivePerson CTI Platform (Tenfold)
6.9
1 Ratings
18% below category average
Agent dashboard
00 Ratings
8.01 Ratings
Validate callers
00 Ratings
8.01 Ratings
Outbound response
00 Ratings
8.01 Ratings
Click-to-call (CTC)
00 Ratings
7.01 Ratings
Warm transfer
00 Ratings
7.01 Ratings
Call scripts
00 Ratings
6.01 Ratings
Call tracking
00 Ratings
8.01 Ratings
Multichannel integration
00 Ratings
5.01 Ratings
CRM software integration
00 Ratings
5.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.
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.
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.
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.
CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching). OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution. Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.
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