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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 …
Overview
What is LivePerson CTI Platform (Tenfold)?
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…
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What is LivePerson CTI Platform (Tenfold)?
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…
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Product Details
- About
- Integrations
- Tech Details
What is LivePerson CTI Platform (Tenfold)?
Now from LivePerson (acquired October 2021), Tenfold’s solution allows companies to dig deep into their business history and aggregates all data, including sales, service, and marketing, and provides a unified view of the customer that users can access in real time. All contact points and interactions with customers are captured back into their existing CRMs, such as business call, email, text, and chat, reducing the need for manual data entry.
The product aims to solve the problem of callers needing to provide account information over and over, or long waits while reps take time to look up basic information.
With Tenfold, anyone interacting with a customer can easily access a unified view of previous engagements, actions, and conversations among other things with that particular customer, enabling them to make prompt responses and decisive actions to ensure customer satisfaction, more business opportunity, and improved business growth.
Tenfold integrates with many CRMs and phone systems, including Salesforce, Microsoft Dynamics, Avaya, Cisco, and Genesys.
Customer Satisfaction & Customer Experience
•Recognize callers with inbound/outbound screen-pops
•Reduce Average Handle Time (AHT)
•Complete context at reps' fingertips
•Streamline case management and data capture workflow
Increase Productivity
•Click to Call
•Automatically log calls
•Eliminate Manual Searching
•Notes, Next Steps & Dispositions
•Streamline Workflows
•Support Blind & Warm Transfers
•Support Custom Objects, Cases, Opportunities
LivePerson CTI Platform (Tenfold) Features
- Supported: Click to Dial
- Supported: Automatically Log Calls
- Supported: Immediately recognize callers with inbound/outbound screen-pops
- Supported: Streamline case management and data capture workflow
- Supported: Reduce Average Handle Time (AHT)
- Supported: Eliminate Manual Searching
- Supported: Notes, Next Steps & Dispositions
- Supported: Support Blind & Warm Transfers
- Supported: Support Custom Objects, Cases, Opportunities
LivePerson CTI Platform (Tenfold) Screenshots
LivePerson CTI Platform (Tenfold) Integrations
- Sugar Sell (SugarCRM)
- MiVoice Office Application Suite (Mitel Application Suite)
- Zendesk Suite
- HubSpot Marketing Hub
- NetSuite ERP
- 8x8 Work
- Sangoma Asterisk
- Avaya IP Office
- RingEX
- Genesys Cloud CX
- Genesys PureConnect (discontinued)
- Genesys Multicloud CX (discontinued)
- SAP CRM discontinued
- Infor CRM
- ServiceNow IT Service Management
- Salesforce Marketing Cloud
- Microsoft Teams
- MiCloud Connect
- Microsoft Dynamics 365
- Bullhorn CRM (unpublished)
- Android
- iOS
- Skype for Business (formerly Lync)
- SAP Commerce Cloud (formerly SAP Hybris)
- Salesforce
- Microsoft Dynamics
- Cisco
- NetSuite CRM+
- Microsoft Active Directory
- Asterisk
- Siemens
- Mitel
- and many more.
LivePerson CTI Platform (Tenfold) Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | International |
| Supported Languages | English, Spanish, Portuguese, German, French, Japanese |
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Reviews and Ratings
(72)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Pros
- Cons
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.
Reviews
(1-6 of 6)Companies can't remove reviews or game the system. Here's why
May 23, 2018
Effective tool for pipeline management
Tenfold is being used by out department (about 500 employees+). The problems it helps us solve - notes for pertinent info from customers related to pipeline management and ongoing projects with customers. We also use it to track critical time evaluations for each rep and have it report to SFDC. It is an effective tool for live customer info, pipeline management and KPI recording and performance for reps and managers.
- Adding customer information to account and contact levels from the phone call with the customer
- Allowing a shortcut to a pipeline management tool in SFDC to monitor sales opportunities
- Tack time effectively for time on phone for a rep
- Customer service to us a client
- 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
January 02, 2018
Extremely Satisfied for Tenfold
This is being used throughout the sales department in my company. This allows for internal tracking of the daily tasks for each sales rep and the total efficiency of the entire department. This software is linked with our current CRM so it allows for a click-to-dial feature to be utilized.
- Click-to-dial feature to make it easier for the user.
- Traceability of all inbound calls to build a database.
- The ability to compare personal data to your peers.
- Sometimes has issues highlighting an inbound call from an extension.
- I wish that there were more boundaries that you could set to compare data tracked.
- The number of inbound calls can be inaccurate.
December 12, 2017
Great Call Management Tool
Tenfold is our organization's only call management tool, and we use it across the organization. It is most valuable in our sales operations - it has greatly streamlined workflow and made us more efficient. The click to dial feature works very well and quite reliably, and integrates seamlessly with our Cisco phone system. The call notes function pops up immediately after the call and eliminates extraneous clicks, allowing us to immediately record thoughts on our conversations.
- Quick and easy click to dial feature integrates well with phone and there is no delay in dialing.
- Post-call note feature is easy to use and integrates well with Salesforce.
- Company-specific website aggregates user call data for easy analysis.
- Tenfold's Chrome add-on aggressively pops up when there is an incoming call. This can sometimes interrupt a browsing session or be annoying.
- From time to time, Tenfold doesn't connect to the Cisco softphone when the application is initiated. This is almost always fixed by restarting the computer.
August 23, 2017
Great product, needs a few updates
We used Tenfold to get a popup when incoming calls came in through our phone system. We used RingCentral, Salesforce, and Tenfold together. The idea was to capture customer communications in Salesforce using the Tenfold popup. I have a one person sales team that I work with, so if that person doesn't utilize the software, we won't have a need for it. I used the software myself to log some tech support calls, but we did not have a need to do that. My sales rep ended up not using the popup and felt that it got in the way more than anything.
- The sales reps were very friendly and responsive. If I ever had any questions about our account, pricing, etc., the sales team would respond to my e-mails and phone calls within minutes. They even directed my technical questions to their support staff when it was appropriate. There were several times I asked the sales team technical questions and they always connected with the right support technician.
- The tech support was very knowledgeable and quick to respond. Any time I had a problem they always had a solution and it was quick to implement.
- The software performed as expected. The popups worked most of the time and performance was never laggy.
- 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.
August 23, 2017
Tenfold just makes making and tracking calls easier!
Tenfold is used across our entire organization to place, track, and monitor nearly all of our business calls. In addition, Tenfold is fully integrated into our CRM, (Salesforce), allowing us to take notes on calls, and have them input into tasks. Perhaps the main feature we use is the 'click-to-dial' feature which saves significant time when compared to manual dialing. Finally, this product allows us to quantify and review our call volumes, (inbound vs. outbound), call durations, and analyze our productivity based on these metrics.
- "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.
- Outbound Calls made by Tenfold get automatically logged into Salesforce as their own individual tasks (as OBC (for Outbound Call)), however, these Tasks cannot be titled from Tenfold (e.g. "Following up on a proposal"). Similarly calls using Tenfold always creates a new task, making tasks previously created (e.g. "Call to make first contact"), either act as (mostly irrelevant) placeholders, or tasks that still require editing to make call notes, (defeating the value of the Tenfold on-call, note-taking feature).
- When notes are entered into Tenfold, they can be instantly logged into the notes field of the Salesforce Task, however, if the note is longer than the 'Notes' field, this gets transferred to the 'Comments' section of the Task, with no indication that this is where it went. As such call notes can occasionally appear to have not been taken, have gone missing, or just take longer to find.
- Occasionally 'click-to-dial' does not work on all numbers you might find in a browser window, and at times the Chrome Extension needs to be reset to get things up and running.
- Tenfold's app doesn't automatically connect the call/task at the Opportunity level within Salesforce, which is where we do the majority of our activity. Instead it requires an extra step on every call.
August 22, 2017
Tenfold: the only Call Tracker you need!
Tenfold is used through the business to business side of our company. This easy to use program allows us to keep a log of our interactions with our clients, as well as increase performance of every agent that uses the click to dial function. Without a tool such as Tenfold we would not be able to produce the results that we do in such a timely fashion. It is a tool that is a must have for daily operation.
- The ability to click to dial saves much needed time on getting calls out to our clients to insure that they are taken care of.
- The notation log that is built in for every call leaves a uniform standard for all other employees to read and understand what happened on the call and what needs to come next. This frees up a lot of time on the next call because we don't have to cover any information twice.
- The local presence ability to assume a local number ensures that we are able to connect with our clients and ensure that our transactions are more successful because they are more inclined to talk to us.
- The ability to move the extension around the screen would be a great benefit since you don't always want to minimize it just to be able to see what is behind the pop up. The ability to move it around so you can continue to update your notes and then when you do minimize it and have it snap back into its spot would be a great improvement on the tool's capabilities.