Infobip vs. LivePerson Conversational Cloud

OpenMarket is well suited to support enterprise SMS at scale, with a wholesale and flexible solution. Their provisioning team is great in terms of response time, and support for their products is deeply rooted in industry and technological understanding of SMS. OpenMarket would not be well suited for small companies just starting to test the waters with SMS in a low barrier way.

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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.

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• Trans SMS
• WhatsApp for Business
• Marketing automation
• Dashboards
• Great Customer Success team

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• 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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• OpenMarket does most things well. One thing they are missing is MMS capabilities on text enabled long numbers.
• The portal for entering shortcode program briefs is kind of clunky, it would be nice is account managers took the Word document and imported it into the tool for clients.

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• 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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Best customer success team. Newer channels to reach customers are quickly worked upon and implemented faster. Transparency with billing

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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

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Infobip gradually introduces things sometimes which is difficult to implement

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- always available to provide support - don't have to raise tickets which goes in constant loop of not getting answered

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A strong roadmap involving key stakeholders can help move things faster. Be clear with volume commitments for delivery channels.

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As a top tier aggregator, OpenMarket requires contracts to utilize their services, whereas other SaaS providers allow users to signup and start sending within a shorter amount of time. The benefit of using OpenMarket is the relationship, and the SLAs in availability they maintain. Other aggregators offer equal levels of service, so there are other shops in town selling the same thing with the same reliability.

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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.

• OpenMarket has had a positive effect on our business in terms of providing a low-cost bulk SMS and MMS solution.
• We are able to provide enterprise level SMS services in a reliable and cost-effective way.
• Our business objective to have high availability, and connections with top tier aggregators is supported by our relationship with OpenMarket.

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• 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.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info