CSG Xponent is a cloud engagement solution that combines a customer data platform, customer journey orchestration and analytics, and omnichannel communications in one solution. With Xponent, companies deliver personalized, predictive and proactive customer interactions to improve business outcomes, quicken time to value and reduce risk.
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LivePerson Conversational Cloud
Score 9.1 out of 10
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The LivePerson Conversational Cloud is a contact center solution used to create personalized, connected customer experiences across voice and messaging. The solution balances human agents, intelligent automations, and Conversational AI, across voice and messaging.
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.
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.
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.
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
We selected LivePerson LiveEngage, in large part, for the Analytics Builder, which has the ability fully manipulate the reporting data and build custom reports and dashboards rather than picking from prebuilt dashboards. Another benefit was the Design Studio that makes it easy and intuitive to build and change the graphical design of the chat invitations.
When we moved over to Salesforce, it was the natural choice to upgrade the phone system used company-wide. I was not a part of the decision-making process, nor do I see any numbers - but from my department, it has made a positive impact on the everyday functions we are supposed to perform.
