Item: LivePerson CTI Platform (Tenfold)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Tenfold is used by our sales and support teams to log all customer phone calls to the CRM. Previously, the team didn't focus any energy on logging calls and the sales management were blindsided when a big deal fell through. Tenfold enabled our sales management to understand how each call for any given deal was progressing and if their assistance was needed they could step in.

Pros and Cons

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.