Tenfold Review

Tenfold is a Computer-Telephony Integration (CTI) solution that integrates Salesforce and Microsoft Dynamics CRM with most major telephone systems. The software offers CTI features such as click-to-call, automatic call recording and call notes directly on the pop up for both incoming and outgoing calls. The Tenfold popup resides outside of CRM, so it works in every browser tab, allowing agents to call, take notes, and create tasks as they move from tab to tab. With this program, call notes, registrations, transcripts and history can be attached to CRM records, helping organizations to correlate customer data with business results. A role-based user interface also shows the context of the call by department, showing information tailored to sales, service and support, respectively.

TENFOLD – TUTORIAL

Here is a tutorial showing how easy it is to integrate your CRM with this CTI solution:

TENFOLD – FEATURES

• Unified customer profile and pop-up windows: instantly recognize customers using the solution’s intelligent assistant to provide a relevant view of a customer through your existing registration systems
• Universal communications layer: accelerate time-to-value, maintain voice quality and eliminate security risks by leveraging Universal Communications Layer to connect to your existing communications platforms
• Automatically records every call: reduce clicks and keep agents focused on providing quality service by automatically recording every call and allowing seamless note taking with your CRM
• Manage agent status and availability: integrate agent controls into the solution to allow easy management of status and availability, improving coordination between channels and helping companies leverage the capabilities of solutions such as Salesforce Omni-Channel
• One click to call: click any number and anywhere to speed up outgoing calls by eliminating manual dialing with support for any country code and number format
• Local presence dialing: increase your connection rates by presenting a local caller ID to your potential customers. This will allow your team to connect with more key goals
• Natural language processing: make sure the next steps don’t fall by the wayside with the Natural Language Processing Engine. Turn phrases like “follow up tomorrow” or “call back next week” into future activities