LivePerson CTI Platform (Tenfold) vs. Talkdesk

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
Talkdesk
Score 7.9 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$85
per month per user
Pricing
LivePerson CTI Platform (Tenfold)Talkdesk
Editions & Modules
No answers on this topic
CX Cloud Essentials
$85
per month per user
CX Cloud Digital Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Offerings
Pricing Offerings
LivePerson CTI Platform (Tenfold)Talkdesk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeOptionalOptional
Additional DetailsPricing is based on a 3 year commitment to these editions.
More Pricing Information
Community Pulse
LivePerson CTI Platform (Tenfold)Talkdesk
Top Pros
Top Cons
Features
LivePerson CTI Platform (Tenfold)Talkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
LivePerson CTI Platform (Tenfold)
6.9
1 Ratings
18% below category average
Talkdesk
7.9
473 Ratings
5% below category average
Agent dashboard8.01 Ratings7.9453 Ratings
Validate callers8.01 Ratings8.1399 Ratings
Outbound response8.01 Ratings7.9416 Ratings
Click-to-call (CTC)7.01 Ratings8.6377 Ratings
Warm transfer7.01 Ratings8.9428 Ratings
Call scripts6.01 Ratings6.8215 Ratings
Call tracking8.01 Ratings8.5421 Ratings
Multichannel integration5.01 Ratings7.3308 Ratings
CRM software integration5.01 Ratings6.7364 Ratings
Call forwarding00 Ratings8.0406 Ratings
Predictive dialing00 Ratings8.3221 Ratings
Interactive voice response00 Ratings7.9302 Ratings
REST APIs00 Ratings7.6239 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
Talkdesk
8.5
459 Ratings
4% above category average
Quality management8.01 Ratings9.1402 Ratings
Call analytics8.01 Ratings8.6417 Ratings
Historical reporting8.01 Ratings8.3424 Ratings
Live reporting8.01 Ratings8.6416 Ratings
Customer surveys8.01 Ratings7.6232 Ratings
Customer interaction analytics8.01 Ratings8.6267 Ratings
Inbound call routing00 Ratings8.5419 Ratings
Omnichannel inbound routing00 Ratings8.4302 Ratings
Recording00 Ratings9.3443 Ratings
Best Alternatives
LivePerson CTI Platform (Tenfold)Talkdesk
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.4 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
LivePerson CTI Platform (Tenfold)Talkdesk
Likelihood to Recommend
9.0
(64 ratings)
7.7
(486 ratings)
Likelihood to Renew
-
(0 ratings)
8.6
(37 ratings)
Usability
-
(0 ratings)
8.2
(302 ratings)
Availability
-
(0 ratings)
9.9
(7 ratings)
Performance
-
(0 ratings)
10.0
(7 ratings)
Support Rating
-
(0 ratings)
7.7
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.7
(5 ratings)
Implementation Rating
-
(0 ratings)
7.3
(219 ratings)
Configurability
-
(0 ratings)
10.0
(7 ratings)
Ease of integration
-
(0 ratings)
10.0
(1 ratings)
Product Scalability
-
(0 ratings)
10.0
(7 ratings)
Vendor post-sale
-
(0 ratings)
9.3
(3 ratings)
Vendor pre-sale
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
LivePerson CTI Platform (Tenfold)Talkdesk
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
Talkdesk
Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.
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
Talkdesk
  • I appreciate the level of detail for reporting in Explore.
  • The interface is easy to use, both for admin and our agents
  • Even though we have not yet utilized Studio, I appreciate the level of complexity we can put into our IVR
  • The feedback mechanism enables the collection of customer responses across various inquiries.
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
Talkdesk
  • Reporting is not easy to manipulate
  • Workforce management is not available in a simplified view
  • Creation of the Quality management process is not easy
  • Call quality is not great in Africa
  • Some features do not yet come with a full list of reporting capabilities
  • Connectivity causes delays in responses in all communication as they have no tower in Africa
  • It is significantly more expensive than local providers
  • Lack of integration to in-house systems caused a barrier
Read full review
Likelihood to Renew
LivePerson
No answers on this topic
Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
Read full review
Usability
LivePerson
No answers on this topic
Talkdesk
Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.
Read full review
Reliability and Availability
LivePerson
No answers on this topic
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
Read full review
Performance
LivePerson
No answers on this topic
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
Read full review
Support Rating
LivePerson
No answers on this topic
Talkdesk
We've had five account execs in 18 months, three of which were apparently downsized. That makes me question the stability to Talkdesk as a company. We continue to struggle getting timely, effective support when we have questions or issues. Usually, we email the support team, get the initial 'somebody will contact you' message, and then it can be days or in some cases over a week before we get a response.
Read full review
Online Training
LivePerson
No answers on this topic
Talkdesk
Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.
Read full review
Implementation Rating
LivePerson
No answers on this topic
Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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
Talkdesk
Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.
Read full review
Scalability
LivePerson
No answers on this topic
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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
Talkdesk
  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
Read full review
ScreenShots

LivePerson CTI Platform (Tenfold) Screenshots

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

Talkdesk Screenshots

Screenshot of Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.Screenshot of Talkdesk Autopilot™, which is a tool that handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will redirect customers to a human agent.Screenshot of Talkdesk AI Trainer™, which equips customers with tools to observe, simulate, and put guardrails on AI, according to their needs. This way, generative AI can be used responsibly, preventing AI mishaps, and protecting the brand from potentially poor AI experiences.