#1 most frequent
United States of America
60.2%56 installations of 93
What is LivePerson Conversational Cloud?
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.
Categories & Use Cases
Videos
Who Buys & Uses LivePerson Conversational Cloud
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
6.5%6 installations of 93
#3 most frequent
Canada
4.3%4 installations of 93
LivePerson offers more options.
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
- Helps make accepting payments and making sales easier.
- Provides more options for chat and translation.
- Easy to add new agents and get them started.
Cons
- 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
Other Software Used
Mitel MiCollab, Zoom
High Value and Very Effective
Use Cases and Deployment Scope
After a small test, we implemented a staggered roll-out over a month in 2016. Even recruitment uses it. Great flexibility to add conference call tracking later and improve reliability steadily. Virtually no downtime in the last 12 months, and great Sugar integration. Lowers downtime, and aids in the identification of miscues in new reps; has introduced some truly invaluable KPIs to us.
Pros
- Accurate Number identification across CRM and web
- Customizing Call Dispositions
- Intuitive historical tracking
- "Gamification" of reporting in a team environment adds a nice reward and competition system.
Cons
- Inbound calls occasionally pop up late in multi-tab/window environments.
- It could be easier to navigate to old calls in the quick view popup.
Return on Investment
- Increased outbound productivity - more calls = good.
- Earlier catching of mistakes through sophisticated tracking cuts down on turnover.
Other Software Used
Radian6, Sysomos MAP, SugarCRM, IBM SPSS
Effective tool for pipeline management
Use Cases and Deployment Scope
Tenfold is being used by out department (about 500 employees+). The problems it helps us solve - notes for pertinent info from customers related to pipeline management and ongoing projects with customers. We also use it to track critical time evaluations for each rep and have it report to SFDC. It is an effective tool for live customer info, pipeline management and KPI recording and performance for reps and managers.
Pros
- Adding customer information to account and contact levels from the phone call with the customer
- Allowing a shortcut to a pipeline management tool in SFDC to monitor sales opportunities
- Tack time effectively for time on phone for a rep
- Customer service to us a client
Cons
- The pop-up window often has a glitch
- Rebooting it to show the correct amount of time on a call
- Self resolution tips to getting solutions without having to reach out to support teams
Return on Investment
- Great for pipeline management
- Great for note taking while on the phone with customer, and syncing info to Salesforce
- Needs to be less buggy and interact well with other extensions
Other Software Used
Ambition, Calabrio ONE, Google Hangouts
Tenfold is great!
Use Cases and Deployment Scope
Tenfold is being used to keep our calls organized with the many different accounts we each have in our book of business individually. It helps keep track of who you are calling within our accounts and let's us take notes right on the pop out so that we know what we talked with each customer about without having to ask them over and over again.
Pros
- Logs notes for each individual call
- Is very easy to get acquainted with and easy to use
- Works with our other systems very well to help keep everything organized without having to go from system to system to get information on calls
- Lets you know who is calling so that you can prepare for the conversation you are about to have before you answer the phone
Cons
- Not popping up when I am clicking around on a website
- Sometimes but not often it doesn't log my call the first time I save it
- Staying on one contact when another call comes in but I am working on notes for another customer
Return on Investment
- It definitely has helped keep me organized to best help my customers and get them to make purchases because I already know what is going on when they call.
- I am sure that I have been able to sell more than the cost of what Tenfold is for me so that is great!
- It is a great tool to keep track of customers needs and then you can flip that into taking care of the customer and getting the sale.
Other Software Used
Tenfold
Try Tenfold.... Seriously.
Use Cases and Deployment Scope
Tenfold allows our organization to make more dials daily. Their click to dial feature has allowed our team to increase call volume by 37% which has lead to many more sales. It is easy to use and easy to teach. I would highly recommend this product to any mid size company with a sales team making outbound calls.
Pros
- Click to dial feature allows a higher call volume per sales rep
- Monitor each individuals performance on call volume and activity in your CRM
- Ensure your employees are using company time to do company work and not make calls outside of work related environments.
Cons
- No cons. Customer service is great
- Rarely goes down
Return on Investment
- Higher call volume
- Identify which inquiry is calling into you with their amazing caller id
Other Software Used
SugarCRM
