60 Ratings
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Score 9 out of 100
112 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
  • IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Chris Hall | TrustRadius Reviewer

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Silverpop is a powerful and comprehensive tool for digital marketers, and is apprprioate for companies of varying sizes, as well as both B2B and B2C models. It's particularly well-suited for companies with large, accurate customer databases and the ability to track customer actions on their websites to use as marketing automation triggers.
Kristin Lucido | TrustRadius Reviewer

Feature Rating Comparison

Email & Online Marketing

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
WYSIWYG email editor
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.0
Dynamic content
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Ability to test dynamic content
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
Landing pages
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.2
A/B testing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Mobile optimization
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.9
Email deliverability reporting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
List management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Triggered drip sequences
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0

Lead Management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Lead nurturing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.1
Lead scoring and grading
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.9
Data quality management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Automated sales alerts and tasks
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5

Campaign Management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Calendaring
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Event/webinar marketing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4

Social Media Marketing

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
Social sharing and campaigns
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Social profile integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.2

Reporting & Analytics

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.6
Dashboards
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.3
Standard reports
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.3
Custom reports
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.1

Platform & Infrastructure

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.8
API
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.3
Role-based workflow & approvals
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.0
Customizability
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Integration with Salesforce.com
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.4
Integration with Microsoft Dynamics CRM
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.0
Integration with SugarCRM
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0

Pros

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
  • It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
  • Data is captured and processed in real-time which reveal unknown issues as they are happening.
  • Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.
Nick Preese | TrustRadius Reviewer

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • Automated Messages - we currently have over 70 automated messages going out on any particular day through feeds and API calls that we pass to Silverpop. We rely on these automated messages to communicate to our customers and can rely on Silverpop to always be up and running to get these messages out.
  • Robust query building - We can target customers easily based on a combination of demographic profile data, as well as email and site behavior and purchase behavior, allowing us to finely segment our audience
  • Deep dive reporting - the UI reporting, as well as the available reports to download through the API give us tremendous insight into how our subscribers are responding to email.
Carey Marston | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • IBM CXA leverages script tagging to inspect specific behaviour patterns. A tagging engine against your web assets is a must-have to simplify script insertion and avoid having to leverage internal IT resources to modify web code.
  • Tag management is perhaps the most challenging aspect of IBM CXA. In our view, this could be abstracted further and therefore simplified.
  • We would like to see connectors with UBX to common platforms such as CRM, marketing automation. The more this is readily available, the quicker the time to value for clients.
Chris Hall | TrustRadius Reviewer

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • Data syncing and errors - Silverpop does not do a great job of getting data to sync regularly with our CRM (Salesforce.com). The data had to flow back and forth several times before being added to campaigns and in some instances, it took days to update leads! Also, failed lead syncs get stuck in an alert list but it does not notify you otherwise that a lead failed the sync.
  • Design issues - we use custom HTML to build emails and landing pages, and we were unable to render background images on our campaigns. Also, once you toggle between design and source (code) view to make edits, it often broke the code and threw off the design.
  • Administrator alerts - when sync fails altogether between systems, there is no email alert sent to the system admin (me/my team) so we at times have found that we have gone 18 hours until we stumble across the fact that the system sync has failed.
  • Reporting - it is not very comprehensive and we had difficulty generating the level of reporting that we need to have.
  • Support - there are a few gems in the support team who know what they're doing, but largely calling support is a lesson in frustration.
  • Product bug fixes - in two instances, my open support tickets were identified as product bugs. One related to incorrect cookie tracking which was causing our leads not to be scoring properly. They determined that this wasn't critical enough to build into their product fix road map. This is core to an automation system working properly.
Jennifer Lewis | TrustRadius Reviewer

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
The comprehensive set of tools IBM Tealeaf provides is so unique to what it can do. It continually provides value beyond what it costs. It is like free money. There hasn't been a tool that has replace what it can do. Without it, people and teams managing their application or website would be much more difficult
Nick Preese | TrustRadius Reviewer

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 5.5
Based on 30 answers
SilverPop is a great marketing tool that integrates with Salesforce to provide customers and employees a great buying and selling experience. The software takes some very difficult tasks and makes them easy to accomplish. With proper setup and management, Silverpop gives you the tools to gain insight into the productiveness of campaigns.
Shannon Feldpush | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 8.0
Based on 6 answers
This is a little bit difficult to rate because Silverpop is gradually updating its interface to improve usability all around. I know users are able to do their job with minimal assistance. However, some of the interface is dated, and the Programs interface, while functional, has a bit of a learning curve.
Michael Hobley | TrustRadius Reviewer

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 10.0
Based on 3 answers
While several of the other reviews have mentioned poor performance in this department, we have only had one situation where the system was down (although it was down for several hours). Silverpop segments its clients on different servers, and I know that the problem we experienced only occurred on our specific server (maybe other servers have had their own problems?) but our service has been reliable otherwise.
Michael Hobley | TrustRadius Reviewer

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 7.0
Based on 2 answers
The throttle time for sending emails would vary depending on how many other campaigns were going out that day, which I found inconsistent
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 5.9
Based on 5 answers
The Salesforce Integration support team is fantastic. I'd give them greater than a 10 if possible. The rest of the support team can be extremely frustrating to work with. Too often they try to blame something obscure and refuse to escalate or look into the issue. And on occasion when you find system glitches they don't seem to care about fixing them
Joe Sisler | TrustRadius Reviewer

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 9.0
Based on 2 answers
The online trainings are very detailed (for the most part) and really walk through the entire system. They are a little dry, but they are usually broken up into segments to allow you to skip to the parts you need.
Michael Hobley | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 7.4
Based on 4 answers
Based on recommendations from Silverpop we made some implementation decisions that we later regretted pretty substantially. In hindsight we should have started a pilot implementation earlier so we could learn and then start over. The big issue for us was that Silverpop recommended a non-keyed database, or at least a database that doesn't use email address as primary key. This is resulted in a large number of duplicate email addresses so that the end user is forced to unsubscribe multiple times to stop receiving emails.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Analytics! We want to utilize software that gave us basic information back. Obviously, with technology becoming smarter, more updated and more efficient, we converted to software that would handle that...IBM. we've realized that analytics are so beneficial to the reelection process, how we communicate with constituents and the way we relay information to the community.
Tanu Chahal | TrustRadius Reviewer

Acoustic Campaign (formerly IBM Watson Campaign Automation)

We evaluated alternate providers less than a year into our IBM Watson Campaign contract because the system was so clunky to use (and we wanted a system that would include or better integrate with our SMS provider). Bluecore and Klaviyo were the front runners at the time, and we came close to moving forward with Bluecore. The pricing model and overall the cost of Bluecore was much higher than IBM for us though, and the timing of this was right when the IBM to Acoustic changes took place. We decided to give Acoustic a shot and are optimistic it will be enough to keep us on board once all the dust settles, though I find it unlikely we will renew with Acoustic when our contract is up again. My main email specialist is a Klaviyo expert and finds that platform very easy to use in comparison-- it might be a better fit for a team of our size.
Anonymous | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Best tool to measure and track our website activity.
  • Gives us an idea of which strategy on our layout is working better.
  • Representation of data through graphs and charts is very helpful.
Rohan Kashyap | TrustRadius Reviewer

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • we have not experienced any currently but moving to lead automation and lead scoring could change that.
  • i'm not sure how increased employee efficiency would ever be a benefit b/c lead importing and visibility, along with setting up email templates is quite cumbersome.
Maureen Kolb | TrustRadius Reviewer

Screenshots

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Pricing Details

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

General

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

Acoustic Campaign (formerly IBM Watson Campaign Automation)

General

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

Rating Summary

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
9.5
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.2

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.5

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
10.0

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
9.0

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4

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