ACES Web Audit Technology

15 Ratings
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Score 7 out of 101

IBM Watson Customer Experience Analytics

Top Rated
25 Ratings
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Score 6.2 out of 101

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Likelihood to Recommend

ACES Web Audit Technology

The technology is very well suited for QC audits. It is also flexible enough to create audits for other purposes within the mortgage industry.
Judith Palionis profile photo

IBM Watson Customer Experience Analytics

Tealeaf is a must for any site that has a key business process that drives revenue for a company. It is not limited to only capturing a small percentage of visitors to your site, it captures every visitor to your site.A lot has changed to the last year for Tealeaf for the good. There are many more options to for capturing data including a cloud and SaaS offering. Take a look again if you haven't seen it in a while.
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Pros

  • ACES web audit technology is user friendly and easy to use.
  • ACES customer service is always accessible, friendly and willing to assist.
  • ACES questionnaires are complete, and compliant
Judith Palionis profile photo
  • Speed of searching for web sessions and users. This particular feature seems to impress me the most. When researching incidents where users report to have difficulty on our site, all we need is any of the unique identifiers of a user (email address used, IP address, user id) and we can locate their session(s) almost immediately in TeaLeaf.
  • Multiple conditional events - I really like how we can have events contain already existing events. This helps a great deal if issues being researched become even more complex.
Nick Wade profile photo

Cons

  • Reporting is through Business Objects, which requires someone proficient in that technology. If ACES could provide more assistance in this area it would wonderful.
  • A more detailed user guide. Not all processes are explained well.
  • Provide the ability to view updates in a PDF format so that we can review them at one time instead of one item at a time.
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  • The Event Manager can be confusing to use if you aren't in it every day. It takes a few iterations of creating a more complex event for you to be able to get it right.
  • Graphs of transactions/URL hits by hour can be misinterpreted if being shared with others outside of the area. If you run a report or view a graph from early in the hour it may be interpreted as a significant drop in requests.
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Likelihood to Renew

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IBM Watson Customer Experience Analytics5.7
Based on 6 answers
Tealeaf is a highly demanding tool that can report just about any KPI one can think of. The reward can be great if one is willing to put the time and effort into building a comprehensive and organized event structure.
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Alternatives Considered

I believe ACES has a better platform for the audits that we conduct. It allows us to make changes and add questionnaires as they are needed.
Judith Palionis profile photo
The alternative products mentioned differ wildly.Adobe Analytics is similar to IBM CXA although not as strong for transactional web assets (eStores). In keeping with IBM CXA, integration with Adobe's own suite of products is strong. However, in a heterogeneous environment, this integration does not count. Lucky Orange is a low-cost tool that will facilitate session replay of individual customer journeys. This solution does not scale since no one is going to observe 1,000+ customer interactions to deduce issues or failings. This is not suitable for large web assets.The main reason we chose to work with IBM CXA was the ability to cover analog and digital scenarios by leveraging UBX. This was a major reason for us in designing customer experiences since they are naturally a mix of these two domains.
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Return on Investment

  • ACES has assisted in organizing, streamlining and automating our qc processes as well as other required audits.
Judith Palionis profile photo
  • With the specific KPI's we report on, Tealeaf has helped shine a light on metrics we would not have seen in a normal analytics reporting tool.
  • Tealeaf has helped us pinpoint areas of user struggle and vastly improved our website experience.
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Pricing Details

ACES Web Audit Technology

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

IBM Watson Customer Experience Analytics

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details