Name: LivePerson CTI Platform (Tenfold)
Rating: 9 (71 reviews)
Author: LivePerson

Help Desk

Web and Video Conferencing

Customer Support

Automation Testing

Image Recognition

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Contract Management

Supply Chain Management

Enterprise

Accounting

Cash Flow Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Technical Skills Assessment

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Data Integration

Data Mapping

Data Privacy Management

Database Load Balancing

Database Performance Monitoring

Debugging

Edge Computing

Event Monitoring

Fraud Detection

Governance, Risk & Compliance

IT Asset Disposal

Integration Platform as a Service (iPaaS)

Internet Security

Managed Hosting

Master Data Management (MDM)

Network Diagnostics

Network Performance Monitoring

Secret Managers

Security Analytics

Storage Management

Tape Storage

Unified Endpoint Management (UEM)

Virtual Private Cloud (VPC)

WAN Optimization

Wireless LAN

Wireless WAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Intelligence

Community

Computer-Assisted Translation

Content Management

Digital Rewards

Email Marketing

Marketing Analytics

Marketing Automation

Predictive Analytics

Social Media Analytics

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Consulting

Sales

Microsegmentation

Security

Animation

Chargeback Management

Chiropractic

Construction Management

Tax Practice Management

Vertical-Specific

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Save notes after every call: Many users have expressed their appreciation for Tenfold's feature that allows them to save notes after every call. This functionality proves extremely helpful as it enables users to easily remember and review important details discussed during conversations. By having a record of these notes, users can efficiently manage their tasks, follow up with clients or colleagues, and ensure effective communication.

Easy-to-use interface: Users consistently highlight Tenfold's easy-to-use interface as a key benefit. They find it highly accessible and intuitive, allowing them to navigate through different features effortlessly. The simplicity and convenience of the interface contribute significantly to enhancing user experience by eliminating unnecessary complexities and reducing time spent on learning or training.

Seamless integration with Salesforce: Another significant advantage mentioned by users is the seamless integration between Tenfold and Salesforce. This compatibility streamlines workflow processes by enabling easy access to customer information within Salesforce while using Tenfold. Users appreciate being able to update customer records, view interaction history, and document any relevant information without needing to switch back and forth between different systems or applications.

Call history improvements: Users have frequently suggested that the call history in the pop-up window needs improvement. Many users have expressed a desire for the ability to access a longer call history and update notes from the web page.

Confusion with inbound calls during outbound calls: Several users have found it confusing when they receive inbound calls while already on an outbound call, leading to moments of confusion and potential disruption in their workflow.

Lack of customization options for the pop-up window: Numerous users have mentioned the lack of customization options available for the pop-up window. They would like more control over its appearance and functionality, including the ability to move it around their screen and customize its visual elements.

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.

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.

Voice

Chat

Tasks

Customer Profiles

Voice ID

Contact Lens (first 5 million monthly minutes)

Contact Lens (5 million+ monthly minutes)

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

LivePerson CTI Platform (Tenfold)

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Likelihood to Recommend

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Outbound response

Click-to-call (CTC)

Warm transfer

Call scripts

Call tracking

Multichannel integration

CRM software integration

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

LivePerson is the market leader in real-time intelligent customer engagement. Our mission is to help companies create deeper connections with their customers, and our investment in real-time analytics, metrics and a world-class hosted platform makes this possible at scale. From the largest global enterprises to one-person businesses, our 8,500 customers trust us to deliver increased sales conversions, higher order values and lower support costs. We are headquartered in New York City.

Whatever your business or organization, large or small, LivePerson online engagement solutions have been developed to foster productive interaction with your website visitors, and achieve and exceed your objectives. Whether your goal is to attract and convert visitors, boost average order or add-on business, share information with your constituents, provide state-of-the-art services, lower your costs — or to achieve a combination of these results and more — we stand ready to help.

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Enables agents to track and view their individual and team performance.

Authenticates inbound callers with a customer ID.

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Providing agents with a predefined conversation script.

Enables agents and managers to see the origin of the call.

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Ability to monitor conversation content, administer evaluations, establish policies etc..

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

LivePerson CTI Platform (Tenfold)

Overview

What is LivePerson CTI Platform (Tenfold)?