Tenfold

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Top Rated
71 Ratings

Tenfold

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Top Rated
71 Ratings
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Score 7.7 out of 101
7 Ratings
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Score 8 out of 101

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Likelihood to Recommend

Tenfold

I would recommend Tenfold to any company with CRM or account management software. Being able to manage future appointments and to document it all in one step will increase efficiency.
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Mattersight Predictive Behavioral Routing

Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.
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Pros

  • "Click-To-Dial' feature is a huge time saver.
  • Integration into (CRM) Salesforce prevents duplication of work.
  • Tracking and monitoring of all calls, allows quick analysis of team and individual productivity.
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  • Mattersight is every effective in working closely with their customers to ensure understanding of the process.
  • Mattersight provides high level reporting that shows the impact the system is having within the business.
  • When the calls are able to be routed, the reduction in handle time can be easily calculated.
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Cons

  • The pop-up window often has a glitch
  • Rebooting it to show the correct amount of time on a call
  • Self resolution tips to getting solutions without having to reach out to support teams
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  • Mattersight PBR does not necessarily provide detail down to the agent level.
  • The routing of calls cannot be done on every call because the system requires at least two agents to be available for it to effectively route the call.
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Alternatives Considered

I haven't ever used another product like Tenfold so I wouldn't know what to say other than Tenfold is great! It is easy to use, it always works, and I typically never have any problems with the system not doing what I want it to do for me. It's a great product!
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The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.
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Return on Investment

  • Tenfold has been positive for my business because I am much better prepared for my follow up calls after I review my notes from previous calls.
Tanner Garrity profile photo
  • Reduced AHT.
  • Increased retained revenue.
  • Increased retained RGUs.
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Screenshots

Mattersight Predictive Behavioral Routing

Pricing Details

Tenfold

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
Additional Pricing Details

Tenfold More Information

Mattersight Predictive Behavioral Routing

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Calculate the Impact of Predictive Behavioral Routing on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

Mattersight Predictive Behavioral Routing More Information