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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 27)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 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 04, 2018
Try Tenfold.... Seriously.
Tenfold allows our organization to make more dials daily. Their click to dial feature has allowed our team to increase call volume by 37% which has lead to many more sales. It is easy to use and easy to teach. I would highly recommend this product to any mid size company with a sales team making outbound calls.
- Click to dial feature allows a higher call volume per sales rep
- Monitor each individuals performance on call volume and activity in your CRM
- Ensure your employees are using company time to do company work and not make calls outside of work related environments.
- No cons. Customer service is great
- Rarely goes down
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
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 17, 2018
Tenfold is a great tool for Call Centers
Tenfold is only used for our Sales team which is about 150 people including Account Managers, Sales Reps, and Managers. We use it to sync with our CRM tool (Salesforce) for ease of use finding accounts, and also call stats.
- Call Stats
- Team Groupings
- Support Staff
- Crashes intermittently
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
October 02, 2017
Click to Dial... Priceless
Tenfold is being used by everyone within our marketing firm. Every inbound and outbound call is logged and attached to our CRM. It streamlines record keeping and makes it easy for us to pull accounts based on phone numbers and extensions. The timestamp and custom premade note click options make it a wonderful telemarketing tool.
- Note taking with accurate time stamps
- Capable of pulling account data from our database
- Click to dial!
- The side panel does open up by itself in any window/browser that is open. So, that is a little annoying. For example, if you have two browsers open, outbound call or inbound call, Tenfold will slide open from the bottom left of both corners blocking whatever content is behind it.
September 14, 2017
Great Product!
Score 8 out of 10
Vetted Review
Verified User
At Trading Advantage we use Tenfold across the board. From brand new sales trainees all the way up to upper management. The process is extremely streamlined this way and we are able to focus on our clients rather than back office issues such as the phone system. On occasion Tenfold has been delayed but a simple fix to this has been found to manually log out and log back in. Each individual rep would need to do this. Overall it has been a great experience!
- Saves the sales floor a ton of time on the front end so we are able to reach out to more prospective clients.
- The ability to sync Tenfold with our CRM made it that much easier.
- Inbound and outbound calls that pop up on your monitor make it much easier while notating a previous call to know who is on the line as well.
- Having the ability to track metrics at any given point in time is excellent as well.
- The Tenfold pop up can get a bit annoying while trying to do something else on that page.
- Sometimes it will be delayed or stop working altogether.
- Instead of having to track metrics on the actual website, maybe throw them onto the pop up since it's already there.
September 13, 2017
Tenfold is a great tool to manage productivity levels!
Score 9 out of 10
Vetted Review
Verified User
[It's being used for] Capturing daily call numbers, time spent with our customers talking on the phones, syncing with Salesforce; makes generating call competitions for staff easy!
- You can group members of the sales team so they are under your "Team". This makes it easy to view call numbers side by side. I also love the feature of syncing to Salesforce so it automatically posts on customer accounts.
- Easy to navigate.
- Learn system in 1 day!
- Sometimes it crashes every now and then. When this happens, members of my sales team have to manually log their calls and note them, which makes it a little more time consuming than it normally is.
September 01, 2017
Tenfold is the truth!
Score 10 out of 10
Vetted Review
Verified User
Tenfold helped my sales team tremendously. Being able to track our calls, call length time, and be able to keep track of all our notes in our CRM all by using Tenfold was a life saver. I have always believed in accountability and goal setting and Tenfold holds true to these standards.
- Tracking Calls
- Integrating with our CRM
- Click to call.
- Customized commands for CRM.
August 31, 2017
10 points for Tenfold
Tenfold tracks notes, how in depth I'm connected with my customer and leaves the option to track opportunities within my SalesForce profiles.
- Fully automated in logging my notes and recording all necessary information.
- I am only having to log information for customer calls in one place and it converts to all other avenues. I love that it's a time saver.
- Call tracking is exceptional. I am able to see when I made the most calls and when I was actually connecting to the most people.
- The only slight complaint I have is that sometimes I have to click a phone number multiple times before it call. This happens very rarely.
August 31, 2017
Tenfold is an excellent tool!
Score 10 out of 10
Vetted Review
Verified User
Tenfold is used by our entire sales force. It allows for greater connectivity with customers on a daily basis.
- Tenfold is very easy to use!
- There are a number of possible ways to record information through their interface, resulting in greater connectivity with customers.
- There is the ability to compare daily progress and notes with peers through Tenfold's Dashboard.
- No cons to mention.
August 30, 2017
Tenfold saves time with a great UX/UI. Amazing support too!
Tenfold helps me save time by auto logging my calls, and helps me with an efficient interface where I can dial, write notes, select appropriate opportunities/leads/contacts when making these activities. Tenfold is easy to use, and also provides the team with insight on data regarding best connection times.
Overall, tenfold has helped my bottom line, and has helped me with my time management.
Overall, tenfold has helped my bottom line, and has helped me with my time management.
- Logging calls.
- Providing data regarding call times and metrics.
- Easy interface to log notes to the appropriate fields within SFDC.
- I think they can continue to expand in terms of Sales Enablement, but they are doing very well.
August 30, 2017
Increase telesales rep efficiency
Tenfold is used by our sales department, mostly allowing business development reps to monitor their call activity in real time, take notes and use the click to dial functionality. This enables the reps to be more efficient, as they recognise a slump in activity much more quickly - and react to it.
- Click to dial functionality makes a telesales job easier - when the number is formatted correctly.
- Live call count.
- Visibility.
- Not all features are available outside of the US.
- Integration with Salesforce is not perfect.
August 30, 2017
Overall, I am satisfied with Tenfold
Score 10 out of 10
Vetted Review
Verified User
We are using Tenfold across the entire company. We use it to track calls and compare numbers with each other. It is pretty effective at tracking our number of calls and also provides analytics about call time and names. It allows us to keep track of who we called, when we called them. Also solves the issue of wondering about productivity or tracking it hour by hour.
- First and foremost, it rarely ever crashes. I have never had an issue with it.
- It keeps a career history of your call logs (I believe). I have not gone too far back in my history but anytime I need to check back a few days about who I called or when I called them, Tenfold has had the information.
- Though I can do the math myself, Tenfold allows me not to worry about that. It lets me know how many calls I've made each hour.
- I don't have any suggestions that stand out. Maybe some color variation. I'm talking in terms of customization. That would potentially be a cool feature.
August 30, 2017
You need to check this out it saves you so much time!!
Score 10 out of 10
Vetted Review
Verified User
Tenfold is being used as a third party integration system between our Nextiva VOIP System and our CRM Salesforce. It hyperlinks the phone numbers within the Salesforce system to be able to auto call right from Salesforce, which dramatically saves time on having to add a phone number manually into your VOIP system. It also allows us to quickly add notes in a pop out window to save time on duplicate entry.
- Hyperlink Phone Numbers - It helps as every second counts when you are doing hi-volume sales calls.
- Integration of Notes - Eliminates redundancy of note taking and again speed is everything.
- Reports - Able to track all users very quickly and has great graphs and charts to identify problem areas that need to be addressed.
- You may want to offer different colors of the APP.
- You may want to offer an on and off button for the pop out window.
August 29, 2017
TenFold a 10
It is used across the whole organization, but it is most beneficial to the sales department.
- It monitors the number and quality of calls made. These are great indicators of sales success.
- It helps sales people compare themselves to others.
- It shows the time spent and when it occurs. Other great indicators.
- I don't like the popup window that gets in the way of my CRM.
August 25, 2017
Tenfold is the future
Score 10 out of 10
Vetted Review
Verified User
Our entire sales department uses Tenfold. It addresses a lot of issues. Our ability to text our prospects allows us to get information quicker in their hands. The iPhone app is easy to use and allows us to access information on-the-go. Also the fact that we can catalog and save people's information is very helpful. We are used to making 100s of calls a day and sometimes when we get a call back, it makes our lives easier to know who is calling back so we can be prepared, as opposed to answering the phone and not sounding informed.
- Texting is such a great feature. My e-mail can be hard to spell for some people so I love being able to tell people "hey I'll text you my email."
- I have group chats with my team on Tenfold and it is useful to be able to access it through the iPhone app.
- I make 100s of calls a week. When a prospect calls me back I used to ask, "Who is this?" And the prospect typically would respond with "I don't know you called me!" That was one of the worst feelings. Being able to catalog the prospect's information avoids that issue altogether.
- I randomly get signed out of my iPhone app? Sometimes I click on the app and it's signed me out. Weird part is that if I click on it again, I'm signed in.
- Connectivity issues on the desktop. The older guys at our company believe the service should be as reliable as a land line. So they're always complaining about this connection issue.
- I like that this integrates with Salesforce. Although I'm not sure what information it shares and how it works. Because of that I haven't been using this feature. I have some ideas on how to improve this, if you're reading this Tenfold!
- Sometimes I'll make a phone call, and the call seems to disappear into nowhere but I can still hear it ringing. The app just won't allow me to disconnect or hang up the call. This doesn't happen all the time. And it only seems to happen with disconnected phone numbers. But it still annoys me.
August 24, 2017
Tenfold Call Software Review
The organization uses Tenfold for our outbound sales calls. It is used by both the Sales Development team for lead generation and also the account manager for their outbound activity. It helps to automate the day to day calls and makes for an easier call management process. It addresses the problem of manually taking the time to dial and record notes into Salesforce.
- Tenfold provides a nice integration into Salesforce. It allows the user to be able to document notes in one place without cutting and pasting.
- It takes over the process of needing to dial phone numbers manually.
- It allows users to see in a dashboard how they are competing against teammates in the amount of calls they make.
- Possibly a better way to track prospects via social media like LinkedIn.
August 24, 2017
Tenfold is getting it done!!
Score 8 out of 10
Vetted Review
Verified User
Tenfold has been a tremendous help since we first implemented it into our systems. The ability to track calls, connects and other KPIs is absolutely essential when it comes to our day to day operations and ensuring that we meet our monthly, quarterly and yearly quota. Thanks Tenfold!!!
- Click to Dial is a huge plus
- The tracking reports are fantastic
- The integration with our CRM is seamless
- Click to dial freezes at times
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.
Tenfold is being used to cut down on 30-50% administrative information input work that goes into operating Salesforce. Tenfold is predominately used in our sales department. Tenfold helps keep sales executives focused on the high impact behavior that continues to drive sales for the company. By helping sales executives quickly and seamlessly input lead information from a call or email, Invaluable has been able to focus more of its time on the phone with prospects or current customers.
- I love how Tenfold allows me to access everything I need to Salesforce from their popup plugin every time I make a call.
- Once I complete a call, I am able to seamlessly and quickly add notes with the confidence that everything will be logged.
- The email function is great and can be customized for any template.
- Not much to say here as Tenfold always seems to predict customer concerns and listen closely to feedback and make changes immediately.