LivePerson CTI Platform (Tenfold) vs. Salesforce Service Cloud

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
Salesforce Service Cloud
Score 8.6 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
LivePerson CTI Platform (Tenfold)Salesforce Service Cloud
Editions & Modules
No answers on this topic
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
LivePerson CTI Platform (Tenfold)Salesforce Service Cloud
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
LivePerson CTI Platform (Tenfold)Salesforce Service Cloud
Considered Both Products
LivePerson CTI Platform (Tenfold)
Salesforce Service Cloud

No answer on this topic

Top Pros
Top Cons
Features
LivePerson CTI Platform (Tenfold)Salesforce Service Cloud
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
Salesforce Service Cloud
-
Ratings
Agent dashboard8.01 Ratings00 Ratings
Validate callers8.01 Ratings00 Ratings
Outbound response8.01 Ratings00 Ratings
Click-to-call (CTC)7.01 Ratings00 Ratings
Warm transfer7.01 Ratings00 Ratings
Call scripts6.01 Ratings00 Ratings
Call tracking8.01 Ratings00 Ratings
Multichannel integration5.01 Ratings00 Ratings
CRM software integration5.01 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
LivePerson CTI Platform (Tenfold)
8.0
1 Ratings
2% below category average
Salesforce Service Cloud
-
Ratings
Quality management8.01 Ratings00 Ratings
Call analytics8.01 Ratings00 Ratings
Historical reporting8.01 Ratings00 Ratings
Live reporting8.01 Ratings00 Ratings
Customer surveys8.01 Ratings00 Ratings
Customer interaction analytics8.01 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
LivePerson CTI Platform (Tenfold)
-
Ratings
Salesforce Service Cloud
8.8
77 Ratings
9% above category average
Organize and prioritize service tickets00 Ratings9.175 Ratings
Expert directory00 Ratings8.553 Ratings
Subscription-based notifications00 Ratings8.963 Ratings
ITSM collaboration and documentation00 Ratings8.360 Ratings
Ticket creation and submission00 Ratings9.375 Ratings
Ticket response00 Ratings8.974 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
LivePerson CTI Platform (Tenfold)
-
Ratings
Salesforce Service Cloud
8.9
72 Ratings
14% above category average
External knowledge base00 Ratings8.863 Ratings
Internal knowledge base00 Ratings8.970 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
LivePerson CTI Platform (Tenfold)
-
Ratings
Salesforce Service Cloud
8.8
77 Ratings
13% above category average
Customer portal00 Ratings8.554 Ratings
IVR00 Ratings8.634 Ratings
Social integration00 Ratings8.747 Ratings
Email support00 Ratings9.276 Ratings
Help Desk CRM integration00 Ratings9.066 Ratings
Best Alternatives
LivePerson CTI Platform (Tenfold)Salesforce Service Cloud
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Front
Front
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
LivePerson CTI Platform (Tenfold)Salesforce Service Cloud
Likelihood to Recommend
9.0
(64 ratings)
8.9
(83 ratings)
Likelihood to Renew
-
(0 ratings)
7.4
(8 ratings)
Usability
-
(0 ratings)
8.0
(12 ratings)
Availability
-
(0 ratings)
9.5
(28 ratings)
Performance
-
(0 ratings)
8.6
(7 ratings)
Support Rating
-
(0 ratings)
7.0
(20 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
-
(0 ratings)
7.0
(1 ratings)
Ease of integration
-
(0 ratings)
5.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
LivePerson CTI Platform (Tenfold)Salesforce Service Cloud
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.
Read full review
Salesforce
It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with
Read full review
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.
Read full review
Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Read full review
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.
Read full review
Salesforce
  • There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
  • Costing is high.
  • Maintenance is more.
  • Expertise is required for implementation.
  • The number of communication messages have some limit per organisation account.
Read full review
Likelihood to Renew
LivePerson
No answers on this topic
Salesforce
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Read full review
Usability
LivePerson
No answers on this topic
Salesforce
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Read full review
Reliability and Availability
LivePerson
No answers on this topic
Salesforce
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
Read full review
Performance
LivePerson
No answers on this topic
Salesforce
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
Read full review
Support Rating
LivePerson
No answers on this topic
Salesforce
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Read full review
In-Person Training
LivePerson
No answers on this topic
Salesforce
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
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Online Training
LivePerson
No answers on this topic
Salesforce
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
Read full review
Implementation Rating
LivePerson
No answers on this topic
Salesforce
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
Read full review
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
Read full review
Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
Read full review
Scalability
LivePerson
No answers on this topic
Salesforce
The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports
Read full review
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.
Read full review
Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
Read full review
ScreenShots

LivePerson CTI Platform (Tenfold) Screenshots

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

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center