Drupal vs. LivePerson Conversational Cloud

If you want to set up a basic Not For Profit (NFP) Membership system and content base, Word Press is easier than Drupal. However, if you have specific needs that require a fair bit of customisation then Drupal is the best CRM available. If the webmaster is confident with PHP and SQL, Drupal allows a lot of creativity.

Incentivized

Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.

Incentivized

• Drag and drop functionality is easy to use
• Easy to switch between straight text and HTML content
• Ability to easily have multiple environments so that pages can be built in b/c-stage before they are approved and published
• Solid user experience where it's clear how to navigate the platform

Incentivized

• 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.

Incentivized

• This is not an easy CMS to work with if you don't have a good understanding of website development. It isn't "plug-and-play" like Wordpress or Shopify.
• Over time, doing major updates to the system can be taxing, especially if you aren't well-versed enough in doing system updates in line with your "child" theme and code.
• The CMS can become somewhat cumbersome with server resources if not carefully optimized while you build and customize it to your liking.

Incentivized

• 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.

Incentivized

The time and money invested into this platform were too great to discontinue it at this point. I'm sure it will be in use for a while. We have also spent time training many employees how to use it. All of these things add up to quite an investment in the product. Lastly, it basically fulfills what we need our intranet site to do.

LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome

Incentivized

As a team, we found Drupal to be highly customizable and flexible, allowing our development team to go to great lengths to develop desired functionalities. It can be used as a solution for all types of web projects. It comes with a robust admin interface that provides greater flexibility once the user gets acquainted with the system.

Incentivized

Drupal itself does not tend to have bugs that cause sporadic outages. When deployed on a well-configured LAMP stack, deployment and maintenance problems are minimal, and in general no exotic tuning or configuration is required. For highest uptime, putting a caching proxy like Varnish in front of Drupal (or a CDN that supports dynamic applications).

Drupal page loads can be slow, as a great many database calls may be required to generate a page. It is highly recommended to use caching systems, both built-in and external to lessen such database loads and improve performance. I haven't had any problems with behind-the-scenes integrations with external systems.

Incentivized

As noted earlier, the support of the community can be rather variable, with some modules attracting more attraction and action in their issue queues, but overall, the development community for Drupal is second to none. It probably the single greatest aspect of being involved in this open-source project.

Incentivized

I was part of the team that conducted the training. Our training was fine, but we could have been better informed on Drupal before we started providing it. If we did not have answers to tough questions, we had more technical staff we could consult with. We did provide hands-on practice time for the learners, which I would always recommend. That is where the best learning occurred.

The on-line training was not as ideal as the face-to-face training. It was done remotely and only allowed for the trainers to present information to the learners and demonstrate the platform online. There was not a good way to allow for the learners to practice, ask questions and have them answered all in the same session.

Plan ahead as much you can. You really need to know how to build what you want with the modules available to you, or that you might need to code yourself, in order to make the best use of Drupal. I recommend you analyze the most technically difficult workflows and other aspects of your implementation, and try building some test versions of those first. Get feedback from stakeholders early and often, because you can easily find yourself in a situation where your implementation does 90% of what you want, but, due to something you didn't plan for, foresee, or know about, there's no feasible way to get past the last 10%

Incentivized

Drupal can be more complex to learn, but it offers a much wider range of applications. Drupal’s front and backend can be customized from design to functionality to allow for a wide range of uses. If someone wants to create something more complex than a simple site or blog, Drupal can be an amazing asset to have at hand.

Incentivized

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.

Drupal is well known to be scalable, although it requires solid knowledge of MySQL best practices, caching mechanisms, and other server-level best practices. I have never personally dealt with an especially large site, so I can speak well to the issues associated with Drupal scaling.

Incentivized

• Given the endless possibilities that Drupal can have, we tend to have great support going on when we get a website launched
• It has become much much faster and easier for us to launch a new project due to reusability
• Configuration management in Drupal helps greatly with CI/CD, saves us costs

• This has definitely helped me monitor my own call volumes and helped me learn the best times to connect.
• Tenfold has also saved me significant time using the 'click-to-dial' feature.
• I still remain frustrated that some of the integration with Salesforce isn't as seamless as it could (or imi should) be; however overall it's still a valuable addition to my business tools.

Incentivized