LivePerson CTI Platform (Tenfold) vs. Vonage Contact Center for Salesforce

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.

If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for

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

• The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
• ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
• ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.

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

• Third party implementation consult
• British date format and time zone in U.S. market
• No one answers their 800 number on their website
• Report is not easy to read
• Calls that were not answered wouldn’t make it to Salesforce report

Incentivized

I have personally not used their support, but I hear from our admin that it is good.

Incentivized

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

Incentivized

Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce. Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.

Incentivized

• 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.

Incentivized

• Saved us time
• Saved us manual effort
• Improved efficiency
• Made our sales jobs easier
• More time spent toward other goals due to this simple tool

Incentivized