45 Ratings
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Score 7.6 out of 100
166 Ratings
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Score 7.2 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

BMC Helix ITSM (Remedy)

The BMC remedy perfectly fits the need of an IT department following the ITIL service management standards in any industry. It can also be used in facilities management and operations management. I do not recommend it for managing banking and financial institution operations or supply chain and logistics operations.I have personally used it at 2 different large scale IT departments operating in the higher education sector.
Timothy Sawah | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.2
Organize and prioritize service tickets
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
9.1
Expert directory
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
7.9
Service restoration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
9.0
Self-service tools
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.0
Subscription-based notifications
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
7.9
ITSM collaboration and documentation
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
7.6
ITSM reports and dashboards
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.3

ITSM asset management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.1
Configuration mangement
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.6
Asset management dashboard
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.3
Policy and contract enforcement
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
7.5

Change management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.7
Change requests repository
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.7
Change calendar
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.8
Service-level management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.4

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

BMC Helix ITSM (Remedy)

  • Remedy is great for housing much of the ITIL process in one System: if you want a complete package with every bell and every whistle, Remedy is for you
  • Remedy breaks down the functions of ITIL into "consoles": separate areas of the System, that allow one to focus on Changes, Incidents, Assets, etc
  • The interface is VERY compatible with legacy web browser tech: The last surviving member of the browser wars is still the favorite for remedy users: IE 11
Anonymous | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • More knowledge sharing sessions
  • UI/UX Improvements
  • More tooltips on icons
Anonymous | TrustRadius Reviewer

BMC Helix ITSM (Remedy)

  • Expandability is limited and once you make certain customizations the upgrade process can become difficult or impossible
  • Relationships between Configuration Items and Changes is clunky and difficult to setup/maintain
  • Service Desk functionality is not as robust as other tools and does not allow for easy configurations/customizations
Anonymous | 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
I do not have power over contracts.
Anonymous | TrustRadius Reviewer

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 9.0
Based on 5 answers
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
Shayne Froelich | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.5
Based on 3 answers
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
Lee Cullom | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 7.8
Based on 9 answers
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
Anonymous | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | TrustRadius Reviewer

BMC Helix ITSM (Remedy)

I used Salesforce case Management system which is a powerful tool where we can automate many things that we can't do in BMC Remedy. I do suggest to introduce Escalation Management system within BMC remedy so that most of the clients might utilize. I haven't used any other tools which will track the incidents or tickets.
Mallesh Kanakam | TrustRadius Reviewer

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • The ROI question needs to be focused on clients and not our use internally. We leverage this as a platform for designing customer journeys for our clients.
  • The ROI case is far easier to make for eCommerce operators. Customer journey failings can be easily quantified and seemingly simple issues can generate large ROI outcomes. For web assets without a trading bias, ROI can be established using notional value attribution. For example, a lead for motor insurance that is lost can be costed based on average policy value over a typical lifetime; struggle on a customer self-service portal can be quantified on the cost of handling through a call centre; etc.
Chris Hall | TrustRadius Reviewer

BMC Helix ITSM (Remedy)

  • Identifying trends quickly is a big deal and gets people back to work quickly.
  • The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization.
  • The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI.
  • I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.
Martin Rockwell &quot;Rocky&quot; | TrustRadius Reviewer

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

BMC Helix ITSM (Remedy)

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)
7.7
BMC Helix ITSM (Remedy)
8.6

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
BMC Helix ITSM (Remedy)
9.0

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
6.5

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
7.8

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
6.6

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
BMC Helix ITSM (Remedy)
8.0

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