Item: LivePerson CTI Platform (Tenfold)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

We have made more sales because of the ease of completing transactions.
The product is a bit more costly up front so that should be taken into consideration.
It is easier to reach customers on phone and chat so we can make more sales.

Alternatives Considered

Genesys DX

Genesys is very limited with its options. For instance, if we want to make a sale, then we chat with the customer and after we try our sales pitch and the customer wants to make a purchase, we then have to call the customer to complete the sale. With LivePerson, we can send out an immediate payment request and make money faster. Genesys also does not have a translation setting and often changes font without warning.

Key Insights

Do you think LivePerson CTI Platform (Tenfold) delivers good value for the price?

Yes

Are you happy with LivePerson CTI Platform (Tenfold)'s feature set?

Yes

Did LivePerson CTI Platform (Tenfold) live up to sales and marketing promises?

Yes

Did implementation of LivePerson CTI Platform (Tenfold) go as expected?

Yes

Would you buy LivePerson CTI Platform (Tenfold) again?

Yes

Other Software Used

Mitel MiCollab, Zoom

Likelihood to Recommend

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.

LivePerson offers more options.

Overall Satisfaction with LivePerson CTI Platform (Tenfold)