Technology

Tenfold: Taking the Frustration Out of Customer Service

The company uses CTI (Computer Telephony Integration) to help businesses have more efficient and effective conversations with their customers.

09.10.2019 | by Reve Fisher
Photo by Icons8 team on Unsplash
Photo by Icons8 team on Unsplash

We’ve all been there. You have a problem and need to call a customer service hotline. You’re transferred from department to department and have to repeat the same information, over and over again. The representatives on the other end need to constantly look up basic information about you—all before they can even attempt to solve your problem.

This isn’t a cakewalk for the employees, either. They need to look up relevant information from various systems and devices while on the phone with the customer, prolonging the process and decreasing worker productivity.

Tenfold wants to make customer engagement less painful for everyone involved. The company provides next-generation CTI (computer telephony integration) solutions to help businesses of all sizes have more efficient and effective conversations with their customers.

“Customers are awaiting the day when they call into a support or service center and the agent on the other end knows exactly who they are and is enabled with relevant information right at their fingertips to provide personalized and efficient service,” said Tenfold CEO Jeff Cotten in a statement.

The startup’s platform applies a contextual lens to the company’s CRM (customer relationship management) and in the process, ensures that service representatives have real-time access to the most relevant data for their interaction with the customer. It not only helps the company address the customer’s inquiry faster, but the platform also simultaneously automates and simplifies the company’s workflow, helping the workers be more productive and less stressed.

Tenfold Integrates with Salesforce to Enable Support Teams from Tenfold on Vimeo.

Tenfold’s SaaS (Software as a Service) model is compatible with modern VoIP and cloud-based communications systems as well as older on-premise phone networks. As the platform is cloud-based, no appliances or locally based systems are needed to use it. As such, Tenfold is serving businesses of all sizes on six continents.

The company raised $7.5 million in Series C funding in a round led by Next Coast Ventures, with participation by Andreessen Horowitz, Geekdom Fund and Salesforce Ventures. The funds will be used to extend the platform through a real-time cloud integration layer and intelligent integrated UI to support more voice platforms and CRMs.

“Tenfold’s mission to revolutionize the customer service experience fits squarely into our investment thesis: a great entrepreneur disrupting a massive industry using cutting-edge technology to solve a universal pain point for companies and consumers alike,” said Michael Smerklo, co-founder and managing director of Next Coast Ventures.

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