LivePerson Conversational Cloud vs. Pypestream

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

Pypestream is suited for standard chatbot and conversational flows versus more multi-departmental scenarios. They do very well with guided flow bot services which are great for agent bots within a contact center, but less so for those implementations that have a large document management implementation for FAQs. They do well with service integrations; however, at times troubleshooting edge cases that are impacting performance and adoption can take a while to remedy. I want to believe that better monitoring tools on the platform side would alleviate this for them.

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

• Native live agent platform
• Managed services for service creation and maintenance
• Custom analytics

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

• Generative AI - Large Language Model Support
• Standardized Reporting
• Custom UI Support
• Developer Tools

Incentivized

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

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.

In comparison to Microsoft Bot Framework or now Azure AI service structure, where Pypestream is better suited is in those organizations who want to truly have a partner in development. Pypestream allows the flexibility for your Dev teams to do it themselves, or to be in a managed service where you provide requirements and information and they build and allow you to test and give approvals. They are more willing to work directly with you versus a Microsoft where you will eventually get pushed off to a 3rd party partner to help with advanced implementations.

Incentivized

• 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

• Enabled the contact center business lane to grow a chat agent support channel that has a 2 to 1 (customer to agent) support ratio
• Provides an alternate channel for training, marketing information, and data services which help grow our business and support different value streams

Incentivized