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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
(51-64 of 64)Companies can't remove reviews or game the system. Here's why
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.
We are using tenfold in the Business Enrollment Department here at Wayfair.com. It helps us effectively reach out to more leads, to determine if they are businesses or not. It provides a way for us to make more calls, as well as document what we did on each call for future reference.
- It tracks our calls very well.
- It provides a way for our company to know what the last person did on the call by wrapping each one.
- It has click to dial, which makes our call count faster, allowing us to make more calls during the day.
- It provides local presence, which gets more people to answer our phone calls.
- Sometimes it is annoying when click to call doesn't work, but it normally works pretty well.
- Tenfold used to have a lot of glitches, but I have been using it for about a year and a half, and it has come a long way.
- Sometimes it doesn't save the call wraps which loses our data for us.
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.
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 23, 2017
Why You Should Try Tenfold
Tenfold is being used to help sales reps get an accurate representation of the current customers (hospitals) that we work with in the industry. We call customers who have existing business to ensure that they are happy. We also prospect new business by getting in touch with customers generated by leads on Salesforce. Tenfold tracks the amount of time we are on the phone with customers which helps depict what calls are being tracked for the day. The longer you can keep a customer on the phone, the more information you can extract. We use Tenfold for the sales department. Many of the other departments do not use it. I use it specifically to touch as many customers as possible. The more interaction you have with customers throughout the day, the better you can offer a solution to solve a specific pain point for the business.
We tend to have goals set for sales reps to hit a certain amount of calls a day so that makes Tenfold very attractive because it creates an adrenaline rush in the work environment that is very healthy.
We tend to have goals set for sales reps to hit a certain amount of calls a day so that makes Tenfold very attractive because it creates an adrenaline rush in the work environment that is very healthy.
- It tracks the amount of time you have with each customer. It lists the specific phone number that you called and will give you detailed information of how long that calls last.
- If you're conducting analysis of how many calls it takes to convert a customer, this tool can be helpful in doing so.
- We generally like to say that when making calls to customers, the longer the customer is able to be on the phone, the better the call can be at addressing pain points to offer our solutions.
- Tenfold has been doubling up our calls for the last month. It has prevented us from accessing our information in a timely manner.
- In the past, we have had a misrepresentation in call time. It will double, sometimes even triple, our call times.
- If an incoming call has made its way through our sales line, we do not always have a number on file to give them a call back.
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.
August 22, 2017
Tenfold is a Great Tool for Work
In the business to business department at Wayfair we use the tool everyday. We use it to track calls in our CRM with all of our accounts. I love this tool, it makes my job much easier than it used to be. It allows me to track my conversations with customers, allows me to set follow up dates with them, and gives me a faster way to do my job than previously. We started using Tenfold a little over a year ago here at Wayfair and I cannot imagine going back to Sugar.
- Allows me to set follow up tasks.
- Allows me to track previous conversations with my customers.
- Gives me local presence to get my connection rate higher.
- Makes dialing faster with click to dial.
- It says it has a text function but I have not been able to locate it.
- Sometimes the upgrade takes a whole day (although I am not sure if it is my organization or Tenfold themselves that keep it down for a full day).
- I would like to see update times quickened.
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.
August 22, 2017
Great Software! Absolutely essential to daily efficiency
Score 10 out of 10
Vetted Review
Verified User
I use Tenfold daily to interface my Cisco Soft phone and my Salesforce account. It allows me to quickly and automatically record all interactions with customers and all my notes are saved directly to Salesforce.
- Fully automated in logging my notes and recording all necessary information.
- Quickly identifies and links to account with inbound calls.
- Streamline and intuitive functions if something needs to be updated on the fly!
- Occasionally struggles with duplicate account within my Saleforce database
August 22, 2017
Outbound Sales Dream App
Score 10 out of 10
Vetted Review
Verified User
TenFold was brought in as an optional tool for the Sales and Recruiting team here at HCTec. It was brought in to streamline and increase our Outbound calling productivity.
- TenFold is amazing at increasing my call volumes. I would say it led to an increase of 20% in call volume.
- TenFold is also a great tool for call notes, as it can integrate with my Salesforce application. Not only does the click-to-dial save time, this does too.
- 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.
- None that I can think of. They keep it simple and make it a lightweight program. Anything more could slow done other CPU processes.