Tenfold vs Dialpad Contact Center

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Our analysts compared Tenfold vs Dialpad Contact Center based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Product Basics

Tenfold is a software solution designed to enhance customer relationship management (CRM) systems by integrating phone systems and providing a unified interface for managing customer interactions. It's particularly well-suited for businesses with high call volumes, such as those operating call centers or with dedicated sales and support teams. Key benefits include increased efficiency through automation, improved customer satisfaction due to better data visibility, and enhanced agent productivity. Popular features encompass automatic call logging, screen pops with relevant customer information, click-to-dial functionality, and comprehensive reporting tools. User experiences suggest that Tenfold offers a robust and user-friendly solution, although some find the initial setup process to be complex. Pricing details are not publicly available, requiring businesses to contact Tenfold directly for a customized quote based on their specific needs.

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Dialpad Contact Center is a cloud-based, inbound customer support product that enhances agent efficiency and unlocks communication insights in a user-friendly interface. It works across all personal devices and provides video, voice, group messaging, MMS, SMS, conferencing, document sharing and screening services. This system comes with tools to unify business communications in the cloud, including custom IVR, company mainline, social profiles and Google Apps integration.
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Product Insights

  • Better Customer Conversations: Create consistent, compelling customer experiences across digital and voice channels without the need to replace customer communication infrastructure. 
  • Improves Productivity: Enhance customer experiences, facilitate personalized service and increase agent productivity through detailed customer insights during conversations. 
  • Flexible Deployment Options: Boost team productivity and streamline workflows wherever and whenever required. 
  • Best Practices for File Servers: Access a robust contact center solution perfectly tailored to Microsoft environments. Take advantage of a system that settles its access structures according to the least privilege principle and latest practices. Ensure users only get the rights they need to work. 
  • Better Cybersecurity: Eliminate the chances of a data breach through recertification. Compare the current call center access platform with predefined roles and remove excess permissions. 
  • Automation: Assign permissions across systems — SAP, Active Directory and more) automatically integrating the solution with other applications. 
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  • Seamless Omnichannel Experience: Dialpad Contact Center unifies all communication channels, including voice, email, chat, and social media, into a single, intuitive platform, enabling agents to effortlessly handle customer inquiries from any channel.
  • AI-Powered Automation: Leverage AI-driven features like call routing, sentiment analysis, and automated responses to streamline operations, reduce agent workload, and enhance customer satisfaction.
  • Real-Time Performance Monitoring: Gain valuable insights into agent performance, call metrics, and customer satisfaction levels through real-time dashboards and reporting tools, empowering supervisors to make informed decisions and improve team efficiency.
  • Enhanced Collaboration: Foster seamless collaboration among agents and supervisors with features like real-time chat, screen sharing, and call whispering, ensuring quick resolution of complex customer issues.
  • Personalized Customer Interactions: Access customer history, preferences, and previous interactions in a unified view, enabling agents to deliver personalized and tailored experiences that build stronger customer relationships.
  • Scalability and Flexibility: Dialpad Contact Center scales effortlessly to meet the evolving needs of businesses, accommodating seasonal fluctuations and growth without compromising performance or reliability.
  • Cost Savings and ROI: Reduce operational costs through streamlined processes, reduced agent turnover, and improved customer satisfaction, resulting in a positive return on investment.
  • Improved Customer Satisfaction: Empower agents with the tools and insights they need to resolve customer issues quickly and efficiently, leading to increased customer satisfaction and loyalty.
  • Competitive Advantage: Gain a competitive edge by providing exceptional customer experiences that differentiate your business and drive growth.
  • Future-Proof Technology: Stay ahead of the curve with Dialpad Contact Center's cutting-edge technology and continuous innovation, ensuring your business remains competitive in the ever-evolving customer service landscape.
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  • Click-to-Dial: Transform phone numbers into clickable links to simplify the calling process and reduce manual dialing.
  • Floating UI: Make inbound or outbound calls more efficient. Use an intelligent assistant that pulls up relevant existing customer records and action items as screen pop-ups during calls. Streamline workflows with an embedded UI for the team’s CRM, a Chrome extension and a desktop app. 
  • Call Notes: Save time and ensure smoother workflows by taking notes, logging next steps and creating tasks. Seamlessly and automatically syncs all information back to the CRM. 
  • Natural Language Processing: Create tasks through NLP leveraging machine learning to read and understand agent notes, turning key phrases like “follow up tomorrow” into calendar entries accordingly. 
  • @Mention: Enable easier collaboration for service, sales and support teams. With a simple @mention, notify teammates about call updates and assign pending actions to address immediately.  
  • Automated Call Logging: Eliminate manual tasks such as entering call updates and updating members across departments. Keep call logs, including the unmatched ones, and associate them with leads, accounts or contacts. 
  • Info Tab: Confirm customer information such as email addresses, phone numbers and mailing addresses while on calls. Maintain long-term communications with customers through continuous follow-ups, reminders and engaging conversations.  
  • Dispositions: Assign customizable call outcomes and critical attributes to all calls without navigating through the CRM. Mark leads as “hot” or “qualified” to establish priority. Configure to set customer communication preferences. 
  • Integrations: Integrate with native CRM tools such as Salesforce or SugarCRM to sync data and call logs. Empower agents with comprehensive information to drive better customer interactions. Integrate with video conferencing platforms like Cisco, Skype and RingCentral; share screens or chat via video during online meetings with customers or clients.  
  • Local Caller ID: Boost the chances of call receipts by emulating local area codes based on prospect locations. 
  • Agent Goals: Admins can set outbound and inbound call durations and volume targets, check updated performance records and analyze team productivity within seconds through a dashboard.  
  • Analytics: Recognize the top performers through a leaderboard and motivate them to perform well. Monitor team performance at a glance through the Analytics Dashboard. Visualize metrics through call graphs, tables for individual team members and interactive stats.
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  • Administration: Expect a hassle-free deployment, fast setup and the ability to manage and provision users with simplicity and efficiency. 
    • Web Portal: Manage and set up the platform and users to control settings and profiles. 
      • Administration Portal: et complete control over every adjustable feature and setting. Log into the portal and access several features, including: 
        • Office Settings: Access features such as main line, teams and users, desk phone, office settings, integrations and number porting. 
        • Departments: Assign operators, add or remove departments, establish hours and draw call routing rules for departments. 
        • Call Centers: Add new call centers, assign agents to those centers, establish hold music, create call handling rules and more. 
        • Billing: Access the account’s monthly invoice with the entire billing history. 
        • Authentication: Select SAML provider, choose between Google, OneLogin, Okta or a custom option and add API keys. 
        • Integrations: Add/disable any integrations. 
      • User Portal: Make adjustments to various settings within the account, including: 
        • Basic Information: Upload an avatar (or use the one from the G Suite account), select a phone number that should appear as an outgoing caller ID number along with timezone and language. 
        • Voicemail settings: Upload a greeting, use a default welcome message or record a new one with advanced settings. Choose the ringing duration before sending to voicemail and call routing rules. 
        • Executive Assistant: Assign assistant or executive status to another user, so calls go to the assistant or executive number first. 
        • E911: Establish the physical location where emergency services go when 911 is dialed. 
    • APIs and Webhooks: Get more call data and additional user management functionality. 
    • User Setup: Add new users, assign phone numbers, sync them with Office 365 or Google G and establish user permissions from one place. 
    • Mobility: Remove the restrictions of a traditional desk phone and stay connected from any device and anywhere. 
    • Call Analytics: Solve all big and small challenges with call analytics, optimize the call center’s performance and meet KPIs to stay ahead of the competitors. 
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Product Ranking

#10

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#118

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Analyst Rating Summary

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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

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Dialpad Contact Center
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Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 89 94 100 50 100 100 100 100 62 0 25 50 75 100
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Analyst Ratings for Technical Requirements Customize This Data Customize This Data

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User Sentiment Summary

Excellent User Sentiment 498 reviews
Great User Sentiment 686 reviews
91%
of users recommend this product

Tenfold has a 'excellent' User Satisfaction Rating of 91% when considering 498 user reviews from 4 recognized software review sites.

85%
of users recommend this product

Dialpad Contact Center has a 'great' User Satisfaction Rating of 85% when considering 686 user reviews from 4 recognized software review sites.

4.5 (167)
4.3 (109)
4.74 (149)
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4.7 (147)
4.3 (423)
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4.1 (144)
3.4 (35)
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Awards

Tenfold stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

SelectHub research analysts have evaluated Dialpad Contact Center and concluded it earns best-in-class honors for Collaboration, Phone System and Voicemail and Messaging.

Collaboration Award
Phone System Award
Voicemail and Messaging Award

Synopsis of User Ratings and Reviews

Reduced Agent Effort: Tenfold streamlines workflows by automating tasks like call logging and data entry, freeing agents to focus on customer interactions.
Improved Customer Experience: Tenfold provides agents with a unified view of customer data, enabling personalized and efficient service that enhances customer satisfaction.
Enhanced Visibility and Reporting: Tenfold offers comprehensive reporting and analytics tools, empowering businesses to gain insights into call center performance and make data-driven decisions.
Increased Productivity: By automating tasks and providing easy access to information, Tenfold helps agents handle more calls and resolve issues faster, boosting overall productivity.
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Seamless Integrations: Dialpad Contact Center seamlessly integrates with popular CRM and help desk systems, allowing agents to access customer information and resolve issues quickly.
Omnichannel Support: Agents can handle customer inquiries across multiple channels, including phone, email, chat, and social media, providing a consistent and efficient experience.
Real-Time Analytics: Comprehensive dashboards and reports provide real-time insights into call center performance, enabling managers to identify areas for improvement and optimize operations.
AI-Powered Features: Dialpad Contact Center leverages AI to automate tasks, such as call routing, sentiment analysis, and knowledge base search, freeing up agents to focus on complex customer interactions.
Scalability and Flexibility: The cloud-based platform allows businesses to scale their contact center operations up or down as needed, ensuring they can meet changing customer demands.
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Clunky User Interface: The user interface can feel outdated and cumbersome, leading to a steep learning curve for new users and decreased efficiency for experienced agents.
Limited Customization: Tenfold may not offer the level of customization needed for complex call center workflows, potentially hindering integration with existing systems or processes.
Reporting Challenges: Generating customized reports or accessing specific data points can be difficult, limiting the ability to analyze call center performance and identify areas for improvement.
Mobile App Limitations: The mobile app may lack essential features or functionality compared to the desktop version, hindering remote work or on-the-go access for supervisors and agents.
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Limited Customization: Dialpad Contact Center offers limited customization options, making it difficult to tailor the platform to specific business needs.
Integration Challenges: Users have reported difficulties integrating Dialpad Contact Center with other business applications, leading to workflow disruptions.
Inconsistent Reporting: Some users have encountered issues with the accuracy and reliability of reporting data, making it challenging to track performance and make informed decisions.
Limited Agent Availability: Dialpad Contact Center has been criticized for its limited agent availability, resulting in longer wait times for customers and potential revenue loss.
Pricing Concerns: Users have expressed concerns about the pricing structure of Dialpad Contact Center, particularly for businesses with high call volumes or complex requirements.
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Dialing up the excitement, let's explore what users have to say about Tenfold: While Tenfold generally receives positive feedback, there are some areas where it falls short. Users appreciate its ability to integrate with various CRMs and its click-to-dial functionality, which streamlines workflows and boosts productivity. The software's comprehensive call logging and recording features also provide valuable insights for performance analysis and training purposes. However, some users find the interface clunky and overwhelming, especially for those new to call center software. Additionally, occasional glitches and syncing issues can disrupt operations and cause frustration. What sets Tenfold apart is its focus on integrating communication channels and providing a unified view of customer interactions. This is crucial for businesses that want to deliver a seamless customer experience across multiple touchpoints. However, Tenfold may not be the best fit for small businesses with basic call center needs due to its complexity and cost. It's better suited for larger organizations with high call volumes and a need for advanced features like call routing, analytics, and CRM integration. For these businesses, Tenfold can be a game-changer, providing the tools and insights needed to optimize call center operations and enhance customer satisfaction. Keep in mind that software is constantly evolving, so it's always a good idea to check for the latest updates and user reviews to make an informed decision.

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Dialpad Contact Center has received positive user reviews over the past year, with many praising its ease of use, robust features, and integrations with other business tools. Users have found it to be a reliable and efficient solution for managing customer interactions, with features such as call routing, IVR, and CRM integration streamlining workflows and improving agent productivity. Compared to similar products, Dialpad Contact Center stands out for its intuitive interface, which makes it easy for agents to learn and use. Its cloud-based architecture also provides flexibility and scalability, allowing businesses to adjust their contact center operations as needed. Additionally, Dialpad Contact Center's AI-powered features, such as sentiment analysis and speech recognition, enhance agent performance and improve customer experiences. Overall, Dialpad Contact Center is a well-rounded solution that is suitable for businesses of all sizes. Its ease of use, robust features, and integrations make it a valuable tool for managing customer interactions and improving agent productivity. It is particularly well-suited for businesses looking for a cloud-based contact center solution that can scale with their needs and provide advanced AI-powered features.

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