Five9 vs. LivePerson CTI Platform (Tenfold)

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.

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.

• 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.

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

• 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• The user interface for the agent desktop application is clunky and outdated.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.

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

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.

Incentivized

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

Incentivized

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

Incentivized

• 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.

Incentivized

• 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.

Incentivized