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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
(26-50 of 64)Companies can't remove reviews or game the system. Here's why
December 12, 2017
Great Call Management Tool
- 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!
- 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
- 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
- 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
- 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
- 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.
October 02, 2017
Click to Dial... Priceless
- 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
- 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
- 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 13, 2017
Effective Tool for our Sales team
- Tenfold is easy to use with a great interface right at your fingertips. Ease of compatibility with Salesforce is crucial.
- We can track activity, utilize follow-up tasks and have quick insight into inbound and outbound calls.
- Far superior to our previous Click to Call solution.
- Occasional outages but few and far between!
September 13, 2017
Simple and clean UX and UI! Easy to use!
Score 9 out of 10
Vetted Review
Verified User
- Great UI and UX
- Simple design
- Very easy to use
- From a reporting standpoint, there is sometimes a discrepancy between the # of minutes on the physical handset, the tenfold pop up and the data that is in Salesforce.
- I wish there was a manager override button that I could [use to] input a call with a specific call length so it feeds into Tenfold and Salesforce.
- It’d be great if there was a snooze function, where the pop up wouldn’t pop up for a given time in the event one of my reps need to focus on another task at hand.
September 11, 2017
An Integral Salesforce Add-In
- It automatically populates the contact’s name for an incoming/outgoing call if the number is in the system. Call notes appear easily to remind you of previous conversations with clients.
- The software tracks the time and duration of every incoming and outgoing call.
- Tenfold’s customer service is fantastic. If we’re having an issue, there is always someone available to assist.
- Click to call works more often than not, but every now and then the system crashes.
- The floating UI doesn’t always pop out.
September 06, 2017
An easy, supportive system any company can rely on.
Score 10 out of 10
Vetted Review
Verified User
- Accuracy. The call time, notes and details are almost always 100% accurate.
- Tracking. Great tool to track how many calls we make and what happened in the call conversation.
- Informational. Nice to be able to keep all of the information in one place. The account that called, what happened in the call and set follow ups.
- Click to dial could respond faster.
- Sometimes it doesn't pull up numbers even when they are saved under a contact.
- Sometimes the pop up is delayed.
September 06, 2017
Improve sales with Tenfold
- Visibility: everyone from support, sales engineering, sales, and management could read the call history of a given deal or account and see any issues that had been surfaced.
- Tenfold, in tandem with the above point, enabled the sales team to see any issues with the client but also what their cadence for calling historically had been. So a simple report run could help them understand which clients to prioritize because they hadn't been called, or if there was any issue when the client spoke to support or sales engineering.
- Ease of use: Getting my sales team to log calls was at times as difficult as pulling teeth from an unwilling patient. They understood why it should be done but the physical act of doing it was too "time consuming" so Tenfold enabled them to take notes and logs calls simultaneously via the Tenfold widget.
- I genuinely have a difficult time with this area. My account manager, Sarah, and the operations person, Jonathan, were always available to assist with any issue that cropped up.
- The only reason we scaled back our subscription is that our sales team is more and more relying on cell phones to connect with their clients and prospects. If there were a mobile app that would connect their cells with the CRM that would be a major improvement as I know the folks who previously used the widget have missed.
September 01, 2017
Tenfold is the truth!
Score 10 out of 10
Vetted Review
Verified User
- Tracking Calls
- Integrating with our CRM
- Click to call.
- Customized commands for CRM.
August 31, 2017
Tenfold for the win!
- Connect individual calls with direct deals you are working on.
- Identify callers and immediately link it to their LinkedIN profiles.
- Collect phone call information and tally the days totals.
August 31, 2017
Easy and effective to use
Score 10 out of 10
Vetted Review
Verified User
- productivity metrics
- saves notes from conversations with clients
- link sales opportunites
- Sometimes can be delayed
August 31, 2017
10 points for Tenfold
- 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 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 31, 2017
Tenfold's the competitors
- Customer Service
- Detailed Files
- Expansion for many areas
- PDF Files for Expanding
- Video Walkthroughs
- Computer Calculation Capabilities
August 31, 2017
Changed our business
Score 7 out of 10
Vetted Review
Verified User
- Supply notes for each account which integrates with salesforce
- Accountability
- Easier to resolve concerns
- Initially the support needed when we first got started was not there
- Application crashed in the beginning a few times
August 30, 2017
Tenfold saves time with a great UX/UI. Amazing support too!
- 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
- 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
- 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
My favorite office tool: Tenfold
Score 9 out of 10
Vetted Review
Verified User
- Tenfold is so easy to use. Navigation is clear and concise.
- I find that the service is reliable and up to date. I am able to track my own metrics as well as view how I am doing in comparison to my counterparts. It creates a competitive atmosphere and holds the team accountable.
- I cannot say enough positive things about being able to save notes after every call. So helpful to remember what was discussed, if follow up is needed, and more.
- More space for notes.
- System outages.