LivePerson CTI Platform (Tenfold) vs. NICE CXone

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
NICE CXone
Score 7.7 out of 10
N/A
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
$71
per month per user
Pricing
LivePerson CTI Platform (Tenfold)NICE CXone
Editions & Modules
No answers on this topic
Digital Agent
$71
per month per user
Voice Agent
$94
per month per user
Omnichannel Agent
$110
per month per user
Essential Suite
$135
per month per user
Core Suite
$169
per month per user
Complete Suite
$209
per month per user
Offerings
Pricing Offerings
LivePerson CTI Platform (Tenfold)NICE CXone
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
LivePerson CTI Platform (Tenfold)NICE CXone
Top Pros
Top Cons
Features
LivePerson CTI Platform (Tenfold)NICE CXone
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
LivePerson CTI Platform (Tenfold)
6.9
1 Ratings
19% below category average
NICE CXone
8.1
547 Ratings
3% below category average
Agent dashboard8.01 Ratings8.9527 Ratings
Validate callers8.01 Ratings8.1444 Ratings
Outbound response8.01 Ratings9.2464 Ratings
Click-to-call (CTC)7.01 Ratings8.4382 Ratings
Warm transfer7.01 Ratings8.5500 Ratings
Call scripts6.01 Ratings6.0303 Ratings
Call tracking8.01 Ratings8.4481 Ratings
Multichannel integration5.01 Ratings8.3343 Ratings
CRM software integration5.01 Ratings9.4342 Ratings
Call forwarding00 Ratings7.7420 Ratings
Predictive dialing00 Ratings7.9302 Ratings
Interactive voice response00 Ratings9.1352 Ratings
REST APIs00 Ratings5.4285 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
LivePerson CTI Platform (Tenfold)
8.0
1 Ratings
3% below category average
NICE CXone
7.7
525 Ratings
7% below category average
Quality management8.01 Ratings7.3452 Ratings
Call analytics8.01 Ratings8.1460 Ratings
Historical reporting8.01 Ratings8.5451 Ratings
Live reporting8.01 Ratings8.3437 Ratings
Customer surveys8.01 Ratings5.0281 Ratings
Customer interaction analytics8.01 Ratings8.1299 Ratings
Inbound call routing00 Ratings7.8485 Ratings
Omnichannel inbound routing00 Ratings7.7354 Ratings
Recording00 Ratings8.4467 Ratings
Best Alternatives
LivePerson CTI Platform (Tenfold)NICE CXone
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
All AlternativesView all alternativesView all alternatives
User Ratings
LivePerson CTI Platform (Tenfold)NICE CXone
Likelihood to Recommend
9.0
(64 ratings)
8.5
(578 ratings)
Likelihood to Renew
-
(0 ratings)
9.6
(24 ratings)
Usability
-
(0 ratings)
8.3
(552 ratings)
Availability
-
(0 ratings)
3.7
(7 ratings)
Performance
-
(0 ratings)
9.2
(7 ratings)
Support Rating
-
(0 ratings)
7.6
(5 ratings)
In-Person Training
-
(0 ratings)
3.0
(4 ratings)
Online Training
-
(0 ratings)
7.0
(5 ratings)
Implementation Rating
-
(0 ratings)
8.0
(8 ratings)
Configurability
-
(0 ratings)
7.0
(4 ratings)
Ease of integration
-
(0 ratings)
7.0
(4 ratings)
Product Scalability
-
(0 ratings)
6.7
(7 ratings)
Vendor post-sale
-
(0 ratings)
4.4
(5 ratings)
Vendor pre-sale
-
(0 ratings)
4.4
(5 ratings)
User Testimonials
LivePerson CTI Platform (Tenfold)NICE CXone
Likelihood to Recommend
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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NICE Systems
NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.
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Pros
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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NICE Systems
  • We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
  • The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
  • The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
  • The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
  • Reporting is very easy and helpful.
  • Dashboard is awesome, no word to describe it
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Cons
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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NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Likelihood to Renew
LivePerson
No answers on this topic
NICE Systems
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
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Usability
LivePerson
No answers on this topic
NICE Systems
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
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Reliability and Availability
LivePerson
No answers on this topic
NICE Systems
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
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Performance
LivePerson
No answers on this topic
NICE Systems
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
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Support Rating
LivePerson
No answers on this topic
NICE Systems
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
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In-Person Training
LivePerson
No answers on this topic
NICE Systems
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
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Online Training
LivePerson
No answers on this topic
NICE Systems
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
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Implementation Rating
LivePerson
No answers on this topic
NICE Systems
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
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Alternatives Considered
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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NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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Scalability
LivePerson
No answers on this topic
NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Return on Investment
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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NICE Systems
  • CXone's omnichannel capabilities and advanced analytics tools enable streamlined processes, increasing agent productivity and reducing handling times. This efficiency translates into cost savings by minimizing operational expenses and maximizing resource utilization.
  • With comprehensive insights into customer interactions and preferences, companies can deliver personalized experiences, leading to higher customer satisfaction and loyalty. With the Voice of the Customer tool, we are able to measure customer satisfaction and provide these statistics to potential future clients.
  • The cloud-based platform is very scalable, allowing us to quickly make adjustments to existing contact delivery as well as stand up new products in a more timely fashion.
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ScreenShots

LivePerson CTI Platform (Tenfold) Screenshots

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

NICE CXone Screenshots

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.