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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
(1-25 of 45)Companies can't remove reviews or game the system. Here's why
June 22, 2022
LivePerson offers more options.
We use LivePerson to communicate with customers to assist with their customer service and sales needs. We are always looking for a new way to connect with our customers and this is a great way to do so. We also talk to customers over the phone and via email. We are able to reach more customers by having LivePerson.
- Helps make accepting payments and making sales easier.
- Provides more options for chat and translation.
- Easy to add new agents and get them started.
- There could be more slots for canned messages.
- Fonts can change unexpectedly.
- Like to better translation options and make it be more seamless.
August 13, 2018
Love this software!
Tenfold is being utilized by our entire organization, although I am in the sales department and primarily use it on a daily basis, making calls to clients and tracking incoming calls. The click to dial feature allows us to make more calls and to better understand where and when our time is best spent on the phone.
- Click to dial is a fantastic feature that enables you to never have to pick up the phone again!
- The tracking allows you to manage yourself and your team at the same time.
- Customer service is excellent!
- On occasion, the notifications can be disruptive.
August 01, 2018
High Value and Very Effective
Score 10 out of 10
Vetted Review
Verified User
After a small test, we implemented a staggered roll-out over a month in 2016. Even recruitment uses it. Great flexibility to add conference call tracking later and improve reliability steadily. Virtually no downtime in the last 12 months, and great Sugar integration. Lowers downtime, and aids in the identification of miscues in new reps; has introduced some truly invaluable KPIs to us.
- Accurate Number identification across CRM and web
- Customizing Call Dispositions
- Intuitive historical tracking
- "Gamification" of reporting in a team environment adds a nice reward and competition system.
- Inbound calls occasionally pop up late in multi-tab/window environments.
- It could be easier to navigate to old calls in the quick view popup.
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
May 16, 2018
Tenfold is great!
Score 10 out of 10
Vetted Review
Verified User
Tenfold is being used to keep our calls organized with the many different accounts we each have in our book of business individually. It helps keep track of who you are calling within our accounts and let's us take notes right on the pop out so that we know what we talked with each customer about without having to ask them over and over again.
- Logs notes for each individual call
- Is very easy to get acquainted with and easy to use
- Works with our other systems very well to help keep everything organized without having to go from system to system to get information on calls
- Lets you know who is calling so that you can prepare for the conversation you are about to have before you answer the phone
- Not popping up when I am clicking around on a website
- Sometimes but not often it doesn't log my call the first time I save it
- Staying on one contact when another call comes in but I am working on notes for another customer
May 10, 2018
Great Sales Tool!
Tenfold is used in our B2B department. Tenfold is being used with our CRM, Salesforce, to allow us to log calls more efficiently. It is used to help us dial out to our customers quickly and efficiently with the click-to-dial feature. We are also able to record our findings from each call. Using Tenfold for our sales department, we display live call metrics on a projection scoreboard, which helps to create a fun, competitive, productive work environment.
- Able to keep notes directly onto the pop-up which imports them directly to CRM
- Reporting statistics for calls
- Integrates with Salesforce easily
- intuitive and seamless
- When putting in notes sometimes floating UI disappears so you have to reopen to finish.
- Occasionally there will be brief downtime
- Sometimes it will dial multiple times on one click
May 08, 2018
Tenfold is GREAT!!
This is used to allocate all of our computer programs and keep our days at a glance. It also gives us the ability to multitask more seamlessly. This product pretty much gives me a checklist of what I have done for the day. This is almost ideal for anyone that is remotely in a role that requires management.
- It helps when I receive a phone call and it shows up on my screen.
- It keeps me in sync with all of my everyday tasks.
- The program is always evolving into to work with all of my programs.
- It works wonders with Salesforce.
- Just continuing to work with Windows to move faster.
- None, this is a good product.
May 07, 2018
Fast, easy and efficient
Score 10 out of 10
Vetted Review
Verified User
Tenfold overall is very efficient, makes my work easier to be accomplished, allows me to have customer data on hand before the customer even says what company they are calling from. Very happy with Tenfold and its uses.
- Receiving calls being able to pull up customer right away.
- Seeing call volume in bulk.
- Seeing how many calls come in on average.
- Sometimes Tenfold neglects to save call but has only happened a few times.
May 02, 2018
Why Your Business Should Give Tenfold a Try
This program is being used the most by our sales floor, but is used across all departments. It is making things much easier to track and manage calls and notes about them through our CRM. For the most part, the main thing that we've gotten out of this is an increase in productivity and accuracy of our follow up information.
- Tracking of calls both in bound and out bound.
- Easily dialing out with one click of a mouse.
- Allowing me as a sales manager to keep track of my team's calls throughout the day.
- Sometimes we have issues with call notes not specifically logging to our CRM, but other than that it's not really an issue
May 01, 2018
Tenfold increases sales
Score 10 out of 10
Vetted Review
Verified User
Tenfold is being used specifically in our B2B department in order to manage accounts effectively. This helps us stay organized by creating a space to log our calls, and better serve our accounts. As an account manager, I have found that using Tenfold allows for me to set follow updates easily, I know when to reach out to specific customers, and it works seamlessly within the salesforce construct.
- Log calls in full detail. Time, date, and notes
- Creates call back times in the future for easy follow up
- The click to dial function speeds up call times.
- The calendar pop up when adding in a follow-up time could be prompted by a larger variety of words.
- Sometimes the click to dial function goes down or is extremely slow to connect the call.
- Searching for an account can be delayed.
April 25, 2018
Tenfold is Great!
Tenfold is used to help us as an organization more easily dial out to our customers and be able to record our findings from each and every call. It is being used across the whole sales department currently and it may be expanding out. It addresses the problem of being able to quickly dial out.
- Integrates with Salesforce easily
- Reporting statistics for calls
- Easily syncs with my contacts and caller recognization
- Sometimes issues with the time of calls
- When it crashes, it takes too long to get back up
- Sometimes it will dial multiple times on one click
April 20, 2018
Great tool to use with CRM
Score 10 out of 10
Vetted Review
Verified User
We use Tenfold for call management. Able to utilize directly with our CRM system.
- Great customer service.
- Easy to set up.
- Able to keep notes directly onto the pop up which imports them directly to CRM.
- Reliable since it has not shut down on our team.
- There are a few glitches every now and then. The previous call may pop up instead of having a real-time caller.
- If a bit more information on the client could integrate into the pop up that would be great.
April 17, 2018
Great Salesforce Tool!
Score 9 out of 10
Vetted Review
Verified User
We use Tenfold for our sales department. We display live call metrics on a TV scoreboard, which helps to gamify calls among the salespeople. I believe there could be quite a bit of customer service use as well, which we might move to as we handle more RMA/support issues. Tenfold is useful for making sure Salesforce notes are used as a tool, rather than an extra task.
- Easy to set up. It has been the smoothest implementation I've been a part of.
- Intuitive UI increases user adoption and decreases training time.
- The only solution for entering Salesforce calls that doesn't feel like a chore.
- Occasional ghost calls
- Unable to update data if connection to phone system is interrupted
- Occasional issues with call timer, less than once a month.
April 16, 2018
Tenfold's ease of use and efficiency makes it a must
Score 10 out of 10
Vetted Review
Verified User
Tenfold is used by the whole sales team here to reach out to our current and prospective customers. It is able to align our team and lets us track calls and log notes.
- Tracking in SFDC
- Notes while you're on the call
- Ease of use
- UI on the sidebar sometimes pops out randomly
January 16, 2018
Tenfold - A useful tool for Account Managers
Tenfold is used in my department to make outbound calls to our business accounts and in other departments to log calls and customer data. Tenfold makes it easy to keep notes during the call, attach call notes to salesforce opportuinities, and review old call notes. It helps me stay organized and review what I have spoken to customers about before a new call. It helps distinguish new business from old accounts that we have already contacted.
- Tenfold does a great job at keeping call notes attached to calls. I can go through at the end of the day, review my notes and pull the important stuff.
- Tenfold logs what time of day I am making my most calls and when my longest calls happen. I can see from a graph what time my customers are answering their phones and adjust my dial times.
- Tenfold compares my personal call data against others in my company/department. I can put my data up against the top performers to see where I could possibly adjust my strategy.
- Tenfold's note section could be segmented into bullet form, or could allow different organizations to customize a note section to log the important information they're trying to gather.
- There have been a few times Tenfold has missed logging a call, so when I go to check my notes they aren't there.
January 02, 2018
Helps me keep my appointments and documentation on track!
Tenfold is the SIP phone used across all of Wayfair in all departments. There are units on our desks for dialing, but the software is used remotely without the desktop phone.
- 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.
- When looking at recent calls from the pop-up window, it would be beneficial if the history went back further. Often notes need to be updated.
- When looking at the day's calls on the web page, it would be helpful if we could update notes from that page.
- This very well could be our own team's suggestion, not Tenfold - but if we could plug our headphones into the computer directly for audio vs. having to go through the external phone, it would eliminate having to have 2 sets of headphones when having to listen to online training on the computer.
January 02, 2018
Tenfold Saves Me Time
Score 10 out of 10
Vetted Review
Verified User
We use Tenfold for call management and scheduling purposes. We say "if it's not on Tenfold, it didn't happen" It is used throughout our entire department to standardize our process and assure consistency among our workforce. All calls and scheduling start and end with Tenfold. It is essential to our work day.
- Tenfold is intuitive and seamless
- It is very dependable, there is no need to have a backup scheduling plan
- It easily becomes part of your routine
- Occasionally there will be brief downtime
- Sometimes it is hard to tell if data entered during downtime will be added later
- Inbound calls during an outbound call can cause some confusion
January 02, 2018
Tenfold, My Work Companion
Working in an office, call counts (plus inbound vs outbound), and call duration, can all be tracked and compared to co-workers, and this allows work to be far more quantifiable. Lastly, the product is extremely versatile and feature-rich, so that each person can use it how they see fit. We are metric based so the tracking is a great way to look individually, by teams, demographically is a huge benefit.
- Pulling contact numbers from salesforce
- Tracking Quality connects
- Disposing calls
- Too many times there is a glitch in the connect-ability of calls
- During high call times, the system seems to struggle to depose calls (focus in this area would be great as it currently affects efficiency).
December 28, 2017
BEST SALES TOOL EVER
Through Tenfold, I can record notes from conversations with my customers as I have them, and those notes are saved to my Salesforce. This makes it so easy to reference leads, or any other information I may have gathered on that customer.
- Tenfold has all of my contacts saved already because it is linked to Salesforce. This is shown any time a make a call or have an incoming call. If a contact is not save, I can create a new one very easily.
- Tenfold has excellent customer service. I rarely have issues with it, but when a glitch occurs the Tenfold customer service makes sure the issue is swiftly resolved.
- With each new call I receive or make, Tenfold shows me the previous call I had with that person, along with the notes I made.
- When I receive a call, Tenfold shows the contact(s) associated with that number. Sometimes I accidentally click on the wrong person, and there is no back button for me to change the contact after I click it.
- Occasionally Tenfold glitches and doesn't correctly record the number of calls made or received that day.
- Another glitch that happens sometimes is that is shows the incorrect contact when someone calls, usually pulling up a phone call I had the previous day.
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.
December 11, 2017
I cannot be without it!
The whole organization in several states across the country uses tenfold daily.
- Keep notes for individual calls
- Track you phone time to learn your VPC and grow businesses
- It brings up the account linked to the phone number for a faster and better customer experience
- Schedule appointments based on your notes without getting into a calendar
- It misses seconds or sometimes doesn't count the time for the call.
- Click to dial fails to work sometimes
October 19, 2017
Great for growing Sales Team
Tenfold is used across the Wayfair B2B Sales Org to intergrate call metrics, notes and opportunity creation to Salesforce. It is our most utilized tool in tracking enrollment and sales teams. Prior CEM tools proved and CRM were not scalable with our rate of growth and Tenfold's user friendly interface has greatly increased call production and opportunity generation on Sales Teams and provides a great real time view or production for Sales Managers.
- Real Time Data
- User Friendly Dashboard and Floating UI
- Unparalleled Customer Service
- Flexibility and willingness to implement improvements based on customer feedback
- Floating UI will innfrequently pop out without cause.
- Small inconsistencies with data between Tenfold and SFDC
- Dashboard not easily customizable to frontline users
October 05, 2017
Tenfold - The Time Saver
Score 10 out of 10
Vetted Review
Verified User
Tenfold is an easy to use software that simplifies the process when consulting with clients, therefore it's used throughout the whole organization. As a call center, we're dealing with clients left and right. Some with an extended amount of time and some very minimal. Tenfold allow us to organize the conversation, save every moment of it and keep track of the records. Tenfold is the most convenient, time-saving, easy to use, software. Predominantly the click to dial feature tool is what will save you the most time. Just one click and you're a couple seconds away from reaching out to your client. During the middle of the conversation, the daily note-pad is used to take down important notes that you can refer back too. The fact that, I can integrate the platform to Salesforce impacts my company's success. It can keep track of the client's information all in one, from their phone numbers to where they're located. As a worker in this organization, the most valuable thing is time. Tenfold saves us minutes that if you add up will save us a fortune. Tenfold simplifies the process of having a call-center in every aspect. Every business should consider using Tenfold as one of their assets.
- Click to Dail feature - When reaching out to clients dialing each number to reach a customer takes too much time. Tenfold simplified the process so we're only one click away. No more dialing ever with tenfold it does it for you.
- Linked to Salesforce - Salesforce is a software that's used to store clients' accounts with all their information. When tenfold is integrated with Salesforce it helps keep track of the durations of the phone calls and the history if we need to refer back to the calls. As well as saving the client's location in salesforce.
- Daily Pad Notes - In the duration of each important call that's being made, there's information always being given out, what tenfold helps us do is keep track of each note we take on that phone call so then if any other rep picks up they get updated with the situation.
- Caller ID - When working in a call center it's vital to see who's calling so then you are prepared for the situation. Tenfold allows us to track each and every call and with one click we're at their account to see what's going on before we talk to them. It's very time consuming if you did all of this manually but thanks to tenfold you can save all the time in the world.
- My only recommendation is that it logs me off here and there out of the blue without me even knowing. But then again with just one click, I'm logged back in.
October 03, 2017
Great Value Call Tracking Service!
Score 9 out of 10
Vetted Review
Verified User
Tenfold is being used to track all our inbound/outbound calls. We are currently using it for the entire fulfillment/customer service team and are using it directly through Salesforce. It significantly decreases the time needed to pull up an account of a client when an inbound call is coming in. Overall it creates a more effective workflow for the team.
- The ability to save notes directly to Salesforce is a major plus!
- The ability to schedule follow up tasks is also a major factor.
- The tag feature is also great! If a client calls in for another rep, you can tag them in the call notes.
- The only major thing that I would suggest is logging a call in a client's account even if the call is missed.
October 03, 2017
Tenfold new user review
We use Tenfold to help us dial out directly and take real-time notes and click-to-dial. We integrated with NetSuite, our CRM. We needed a way to save time and cut down on the laborious task of manually inputting all details about a call to a customer. Currently, it's only used by the sales and customer service teams.
- Adds call notes to customer account
- Allows us to call out faster
- Keep a record of calls made
- Better implementation with NetSuite
- More user testing to work out browser kinks.