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LivePerson CTI Platform (Tenfold)

LivePerson CTI Platform (Tenfold)

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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Recent Reviews

TrustRadius Insights

Save notes after every call: Many users have expressed their appreciation for Tenfold's feature that allows them to save notes after every …
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Love this software!

8 out of 10
August 13, 2018
Incentivized
Tenfold is being utilized by our entire organization, although I am in the sales department and primarily use it on a daily basis, making …
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Tenfold is great!

10 out of 10
May 16, 2018
Tenfold is being used to keep our calls organized with the many different accounts we each have in our book of business individually. It …
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Tenfold is GREAT!!

10 out of 10
May 08, 2018
Incentivized
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 …
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Fast, easy and efficient

10 out of 10
May 07, 2018
Tenfold overall is very efficient, makes my work easier to be accomplished, allows me to have customer data on hand before the customer …
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Awards

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Pricing

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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…

Entry-level set up fee?

  • Setup fee optional

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

What is Amazon Connect?

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…

What is Genesys Cloud CX?

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

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Product 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

Screenshot of Tenfold for SalesforceScreenshot of Tenfold for Microsoft DynamicsScreenshot of Tenfold for Salesforce

LivePerson CTI Platform (Tenfold) Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesInternational
Supported LanguagesEnglish, Spanish, Portuguese, German, French, Japanese
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Comparisons

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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!

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 64)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
We were using the program Boldchat (currently Genesys) and while it gets the job done, it is not a great chat program. There are very few settings, you can only have so many users on at one time, and there are limited keyboard shortcuts. LivePerson fixes these issues. We often set up returns for customers and place orders and LivePerson is much better in these scenarios. LivePerson also makes it much easier to take payments because we do not have to call out to complete the transaction.
August 13, 2018

Love this software!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
The click to dial feature allows me to quickly make a call from my computer screen (fantastic!), but the notifications continue popping up throughout my call with all of the other incoming calls. This can be intrusive and disruptive into what I'm doing. The tracking system allows us to manage multiple levels of call volume within departments.
Joe Peers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
In scenarios with dynamic outbound workloads of 40-250+ calls per days and a variety of sales stages and follow-up schedules, tenfold seems quite well suited. The only scenarios without much value within tenfold would be in non-CRM applications, or with low call volumes or more internal coordination outside of sales environments.
Rusty Matthews | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We are frequently opening sales opportunities with the briefcase on the pop-out window. [Tenfold] has contributed in allowing us to watch over a revenue pipeline. It is well suited for the first call to a customer, and on regular follow-ups with a customer. It is not well suited for when you are receiving multiple calls at once. The pop-out window resets and sometimes the valuable info is lost due to it resetting.
May 16, 2018

Tenfold is great!

Tanner Meyerhoffer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
It is great if you have many accounts that you work with because like I said it helps keep track in your notes what you have talked to that customer about previously. If you don't really have that many people you work with it might not be worth it as far as I know but I could be wrong because I haven't experienced that side of it.
May 08, 2018

Tenfold is GREAT!!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
It helps when I am receiving calls and my phone is on silent in the office. I can see everything on my screen. As I do not like a lot of sound at work, this is something that has been beyond helpful to have everything at a glance. They also were able to synch with my office phone.
Rick Giddings | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Tracking daily activity for teams and individuals. You can track each person's call volume, who they are calling, what percentage of the calls are loaded into your CRM. Makes it much easier to have you bi-weekly meetings with each employee to give them an understanding to increase sales. It is easy, if your call volume is low, we can see it. Increase it and sales will follow.
Michael Diaz-Suarez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
An example is when people call, we have a hard time finding their information. With Tenfold not only older customers benefit from you knowing their information instantly, but new leads and opportunities can be created easily. This makes the customer feel confident that someone reached out to them with your knowledge of them.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
You should be using Tenfold for any sales job with a need to be calling out to customers more than 40 times per day. They will save you time, and let you stay on top of any reps that you are managing. Not reccommended for smaller volume sales styles, or for very small offices
April 25, 2018

Tenfold is Great!

Robert Cohen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Tenfold is definitely suited for any sales organization where outbound calls are generally important and used daily. It is helpful in the organization of calls and the recording of phone metrics. The best part of Tenfold is how it is very easily integrated with Salesforce to help us navigate through our day.
Daniel Pobst | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Make sure you have a clear understanding of your phones' integration and capabilities and how those capabilities interact with Tenfold. We had to change some settings around to get Tenfold to work. Even with these hiccups, this has been the easiest software I've ever had to implement. I've tried multiple phone systems Salesforce integrations, and none of them work nearly as well as Tenfold. Tenfold is the only one that doesn't force you to constantly open Salesforce to enter and change notes.
Tanner Garrity | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
If you have hundreds of different customers that you call on a daily basis and need to keep detailed notes about your calls then Tenfold is a good solution for you. If you're an account manager who makes cold calls and wants to track what time of the day potential clients are answering, Tenfold could be a good resource. Tenfold would not be as useful for someone who only has a few customers, or phone calls are few and far between.
January 02, 2018

Tenfold Saves Me Time

Ricky Fox | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
If there are situations where a customer is hard to reach, Tenfold allows easy pushing forward of reminders.In a high volume call system, it provides the ability to focus on your productivity and let Tenfold worry about the call logging, scheduling, and general call management on a day by day basis.
David Jacobs | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
[It's well suited for] managing call flow, noting calls, tracking team and company statistics. I suppose it wouldn't be as useful for a call center type of environment, but definitely for an office that centers around telecommunications. It really works very well for us.
Brenda Williams | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
When Tenfold is working it's GREAT, when it isn't, it really can affect your numbers for the day as it doesn't seem to catch up and redeem itself. I'd like to see this better catch the true data, offer some additional dispositions in the completion of a call. Other than that, I'm a happy end user.
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