62 Ratings
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Score 9.4 out of 100
24 Ratings
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Score 8.4 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

Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
8.3
Agent dashboard
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
7.7
Validate callers
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
8.9
Outbound response
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
8.8
Call forwarding
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
9.1
Click-to-call (CTC)
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
8.8
Warm transfer
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
7.7
Predictive dialing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
8.3
Interactive voice response
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
9.1
REST APIs
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
9.1
Call scripts
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
7.3
Call tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
7.9
Multichannel integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
7.7
CRM software integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
7.9

Workforce Optimization (WFO)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
8.6
Inbound call routing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
9.1
Omnichannel inbound routing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
8.5
Recording
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
7.5
Quality management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
9.1
Call analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
7.7
Historical reporting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
7.9
Live reporting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
9.1
Customer surveys
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
9.1
Customer interaction analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Webex Contact Center
9.1

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

Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | 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

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | 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

Webex Contact Center

No score
No answers yet
No answers on this topic

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

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | 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

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
Anonymous | 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

Webex Contact Center

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
Webex Contact Center
7.4

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
Webex Contact Center

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