Khoros Care vs. LivePerson CTI Platform (Tenfold)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros Care
Score 8.1 out of 10
Enterprise companies (1,001+ employees)
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers: Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated platform to manage customer engagements at scale. Supporting the widest range of digital messaging channels, including; web chat, in-app, email, Facebook, Twitter, Instagram,…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
Khoros CareLivePerson CTI Platform (Tenfold)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Khoros CareLivePerson CTI Platform (Tenfold)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalOptional
Additional DetailsPricing is variable based on the needs of the customer.
More Pricing Information
Community Pulse
Khoros CareLivePerson CTI Platform (Tenfold)
Top Pros
Top Cons
Features
Khoros CareLivePerson CTI Platform (Tenfold)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Khoros Care
-
Ratings
LivePerson CTI Platform (Tenfold)
6.9
1 Ratings
19% below category average
Agent dashboard00 Ratings8.01 Ratings
Validate callers00 Ratings8.01 Ratings
Outbound response00 Ratings8.01 Ratings
Click-to-call (CTC)00 Ratings7.01 Ratings
Warm transfer00 Ratings7.01 Ratings
Call scripts00 Ratings6.01 Ratings
Call tracking00 Ratings8.01 Ratings
Multichannel integration00 Ratings5.01 Ratings
CRM software integration00 Ratings5.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Khoros Care
-
Ratings
LivePerson CTI Platform (Tenfold)
8.0
1 Ratings
3% below category average
Quality management00 Ratings8.01 Ratings
Call analytics00 Ratings8.01 Ratings
Historical reporting00 Ratings8.01 Ratings
Live reporting00 Ratings8.01 Ratings
Customer surveys00 Ratings8.01 Ratings
Customer interaction analytics00 Ratings8.01 Ratings
Best Alternatives
Khoros CareLivePerson CTI Platform (Tenfold)
Small Businesses
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Score 9.7 out of 10
Medium-sized Companies
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.8 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
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Emplifi Social Marketing Cloud
Score 8.8 out of 10
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Google Cloud Contact Center AI
Score 8.9 out of 10
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User Ratings
Khoros CareLivePerson CTI Platform (Tenfold)
Likelihood to Recommend
7.9
(113 ratings)
9.0
(64 ratings)
Likelihood to Renew
7.8
(80 ratings)
-
(0 ratings)
Usability
6.5
(8 ratings)
-
(0 ratings)
Availability
9.0
(2 ratings)
-
(0 ratings)
Performance
9.0
(2 ratings)
-
(0 ratings)
Support Rating
8.1
(10 ratings)
-
(0 ratings)
In-Person Training
9.0
(2 ratings)
-
(0 ratings)
Online Training
7.3
(1 ratings)
-
(0 ratings)
Implementation Rating
7.7
(73 ratings)
-
(0 ratings)
Ease of integration
6.4
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(78 ratings)
-
(0 ratings)
User Testimonials
Khoros CareLivePerson CTI Platform (Tenfold)
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
Less Appropriate Scenarios- A fintech company has highly specialized or industry-specific workflows that are not easily accommodated within the standard capabilities of Khoros Care. In such cases, the platform may be less appropriate for businesses with extremely unique processes that require a high degree of customization. Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
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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
Khoros (Formerly Spredfast + Lithium)
  • Tagging system - it's possible to add a wide variety of labels and categories
  • Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
  • Easy system for assigning conversations to other users
  • When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
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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
Khoros (Formerly Spredfast + Lithium)
  • Although there aren't any significant issues with the platform, there might be need for improvement in a few specific areas of the mobile application to increase and facilitate use.
  • The basic monotony of social media, I suppose, but it doesn't really speak poorly of the app.
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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
Khoros (Formerly Spredfast + Lithium)
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
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LivePerson
No answers on this topic
Usability
Khoros (Formerly Spredfast + Lithium)
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
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LivePerson
No answers on this topic
Reliability and Availability
Khoros (Formerly Spredfast + Lithium)
No issues.
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LivePerson
No answers on this topic
Performance
Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review
LivePerson
No answers on this topic
Support Rating
Khoros (Formerly Spredfast + Lithium)
Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of
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LivePerson
No answers on this topic
In-Person Training
Khoros (Formerly Spredfast + Lithium)
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
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LivePerson
No answers on this topic
Implementation Rating
Khoros (Formerly Spredfast + Lithium)
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
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LivePerson
No answers on this topic
Alternatives Considered
Khoros (Formerly Spredfast + Lithium)
Khoros is more than just a platform for social publishing. No other competitor provides the in-depth moderation and social listening services that they do. If you're looking for a one-stop-shop of a platform for all things social, this is the tool to be using. Others are better in usability and innovative functionality.
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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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Scalability
Khoros (Formerly Spredfast + Lithium)
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
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LivePerson
No answers on this topic
Return on Investment
Khoros (Formerly Spredfast + Lithium)
  • We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
  • Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
  • CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
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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

Khoros Care Screenshots

Screenshot of Lithium ResponseScreenshot of Keep agents focused with a single, prioritized to-do listScreenshot of Unify multiple channels in a single engagement hubScreenshot of Increase efficiency with advanced workflows and operational insights

LivePerson CTI Platform (Tenfold) Screenshots

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