Five9 vs. LivePerson CTI Platform (Tenfold)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9
Score 7.9 out of 10
N/A
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.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
Five9LivePerson CTI Platform (Tenfold)
Editions & Modules
Core
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Optimum
Contact sales team
Contact sales team
Ultimate
Contact sales team
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Five9LivePerson CTI Platform (Tenfold)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsFive9 offers pricing options to suit your business needs: Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition Annual Contracts — Reduced fee compared to monthly on-demand pricing
More Pricing Information
Community Pulse
Five9LivePerson CTI Platform (Tenfold)
Top Pros
Top Cons
Features
Five9LivePerson CTI Platform (Tenfold)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
8.5
14 Ratings
2% above category average
LivePerson CTI Platform (Tenfold)
6.9
1 Ratings
19% below category average
Agent dashboard8.314 Ratings8.01 Ratings
Validate callers7.913 Ratings8.01 Ratings
Outbound response8.312 Ratings8.01 Ratings
Call forwarding8.910 Ratings00 Ratings
Click-to-call (CTC)9.410 Ratings7.01 Ratings
Warm transfer8.612 Ratings7.01 Ratings
Predictive dialing9.811 Ratings00 Ratings
Interactive voice response9.710 Ratings00 Ratings
REST APIs8.69 Ratings00 Ratings
Call scripts6.011 Ratings6.01 Ratings
Call tracking8.914 Ratings8.01 Ratings
Multichannel integration7.413 Ratings5.01 Ratings
CRM software integration8.913 Ratings5.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.6
23 Ratings
4% above category average
LivePerson CTI Platform (Tenfold)
8.0
1 Ratings
3% below category average
Inbound call routing8.912 Ratings00 Ratings
Omnichannel inbound routing7.710 Ratings00 Ratings
Recording8.913 Ratings00 Ratings
Quality management7.723 Ratings8.01 Ratings
Call analytics9.513 Ratings8.01 Ratings
Historical reporting8.414 Ratings8.01 Ratings
Live reporting8.312 Ratings8.01 Ratings
Customer interaction analytics9.211 Ratings8.01 Ratings
Customer surveys00 Ratings8.01 Ratings
Best Alternatives
Five9LivePerson CTI Platform (Tenfold)
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
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User Ratings
Five9LivePerson CTI Platform (Tenfold)
Likelihood to Recommend
7.3
(38 ratings)
9.0
(64 ratings)
Likelihood to Renew
10.0
(1 ratings)
-
(0 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
Availability
9.0
(1 ratings)
-
(0 ratings)
Performance
8.0
(1 ratings)
-
(0 ratings)
Support Rating
9.0
(9 ratings)
-
(0 ratings)
Online Training
10.0
(1 ratings)
-
(0 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
Configurability
9.0
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
-
(0 ratings)
Product Scalability
9.0
(1 ratings)
-
(0 ratings)
Professional Services
9.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Five9LivePerson CTI Platform (Tenfold)
Likelihood to Recommend
Five9
Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
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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
Five9
  • Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
  • Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
  • You can customize the call dispositions / call labels to match what's used in your CRM.
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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
Five9
  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
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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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Likelihood to Renew
Five9
Robust product, great reliability and support.
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LivePerson
No answers on this topic
Usability
Five9
UI is very user friendly and intuitive. Updates are implemented immediately.
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LivePerson
No answers on this topic
Reliability and Availability
Five9
We have had minimal downtime due to system outages since it was implemented.
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LivePerson
No answers on this topic
Performance
Five9
The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
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LivePerson
No answers on this topic
Support Rating
Five9
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
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LivePerson
No answers on this topic
Online Training
Five9
I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
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LivePerson
No answers on this topic
Implementation Rating
Five9
The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
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LivePerson
No answers on this topic
Alternatives Considered
Five9
Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
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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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Contract Terms and Pricing Model
Five9
We do annual renewals and it's concurrent licensing which is great.
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LivePerson
No answers on this topic
Scalability
Five9
It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
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LivePerson
No answers on this topic
Professional Services
Five9
Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
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LivePerson
No answers on this topic
Return on Investment
Five9
  • Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound.
  • Cost savings: Five9's voice over IP is less expensive than the land lines we were using.
  • Cost savings: Five9 requires significantly less management than our previous solutions.
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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

Five9 Screenshots

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LivePerson CTI Platform (Tenfold) Screenshots

Screenshot of Tenfold for SalesforceScreenshot of Tenfold for Microsoft DynamicsScreenshot of Tenfold for Salesforce