LivePerson Conversational Cloud vs. Nextiva Contact Center

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.

We have over 50 locations and an in-house call center, so having a united platform to perform customer service duties is absolutely critical. Nextiva Contact Center is a very effective solution for large teams and multi-location businesses. If you need to regularly report on call volume and agent performance, it is extremely helpful. A very small team may not benefit from it as much as a medium to large scale one.

Incentivized

• 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.

Incentivized

• Nextiva allows you to set up the Contact Center to fit your exact needs.
• The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends.
• The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers and attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...

Incentivized

• 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.

Incentivized

• I'd like to be able block numbers globally through the web portal rather than having it done through tech support.
• Mobile app sometimes continues to ring even though the call has been picked up via the desktop app or physical phone.

Incentivized

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

Incentivized

Outside of emails, Nextiva is the only way to contact our customers and their attendees, and the only way that they can contact us. We are a smaller company, but with Nextiva we can operate and manage our contact center easily no matter how much our company grows in the future. Nextiva is a versatile tool that can fit any need

Incentivized

We take advantage of all the options we have with Nextiva to make our customer's experience better and faster than what it used to be; by using the multiple lines, we can talk to more patients and make their time valuable.

Incentivized

Every single experience with the Nextiva Contact Center has been beyond amazing! The support team is always caring and kind, and they get the problem solved as soon as possible if needed. They always follow up to make sure the issue has been resolved. That's one of the reasons why I have been a customer for so long.

Incentivized

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.

Incentivized

It isn't just about clear calls- which they have in spades. The features on this platform are like little productivity cheerleaders. We can track calls, analyze performance, and even set up call routing so the right seller gets the right lead

• 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.

Incentivized

• With a lot of our employees doing remote work, Nextiva Contact Center phone system supports remote access which has reduced our need for physical office space and associated costs.
• It has reduced our maintenance and repair costs associated with outdated equipment.
• The exceptional quality of sound has led to a higher satisfaction during meetings.

Incentivized