63 Ratings
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Score 9.3 out of 100
7 Ratings
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Score 5.7 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

Clarabridge

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
Brandon Johnson | TrustRadius Reviewer

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

Clarabridge

  • Voice to text functionality is extremely accurate.
  • Alert system for trending topics is very helpful.
  • The natural language processor is easy to tune to brand specific nuances.
Gino Abbate III, MBA | 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

Clarabridge

  • Constant problems with being locked out of our Facebook account.
  • Responses not attaching to individual threads
  • No IG support
  • No IG DMs
  • Twitter Support lacking
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
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

Clarabridge

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

Clarabridge

Clarabridge is far superior and the two truly can not be compared or spoken of in the same category. I would be open to the discussion of the many differences
Brandon Johnson | 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

Clarabridge

  • Clarabridge has allowed the organization to identify customer issues faster leading to a higher retention of customers.
Gino Abbate III, MBA | 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

Clarabridge

General

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

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