45 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.6 out of 100
66 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 6.8 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

Ensighten Manage

Ensighten manage can be setup to be used by non technical business users. However the product provides a lot of flexibility by the way of custom custom Javascript and HTML tags, and advanced features like events, which needs coding experience as well as understanding of web technologies. Ensighten mobile is also a promising tool, but so far we have not had any luck setting it up, mainly due to challenges with Android setup
Abhijeet Karmase | TrustRadius Reviewer

Feature Rating Comparison

Security

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.6
Role-based user permissions
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.6

Tag Management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.7
Tag library
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
9.4
Tag variable mapping
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.2
Ease of writing custom tags
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.4
Rules-driven tag execution
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.3
Tag performance monitoring
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.7
Improved page load times
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
8.4
Mobile app tagging
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
5.4
Library of JavaScript extensions
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
8.6

Data Management & Integrity

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.5
Event tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.2
Mobile event tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
6.9
Data distribution management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.8
Universal data layer
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
8.0
Automated error checking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
7.7

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

Ensighten Manage

  • Supports typical software development life cycle (SDLC) process by facilitating DEV, QA and PROD deployment stages through spaces.
  • Roles and security can be thoroughly defined.
  • Very good selection of tagging technologies.
  • Site is stable, no availability concerns.
  • GUI in general is straightforward.
Patrick Legaspi | 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

Ensighten Manage

  • While the code templates that are already existent provide an easy interface to leverage existing code sets, custom codes still need to be written a lot of times since the templatized versions apply them to a global scope only and not for individual URLs or regex's for specific use cases for pixel vendors. Also, the library needs to be updated more frequently with new pixel vendors injecting their own variations of codes
  • Professional services (both the shared and dedicated model) definitely needs a lot of improvement since this is something that we have been immensely challenged with as a client of Ensighten in general. General response times and availability of support hours both from an account management standpoint and professional services/support standpoint have been quite challenging in the past year or two and there has been no real progress on this front
  • Ensighten Manage uses its own best practices to modify certain code sets from say JavaScript to Jquery for instance as it may be more compatible within its platform. This needs to change so that the tool is more nimble, agile and flexible in accepting and executing on different vendor codes
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

Ensighten Manage

Ensighten Manage 8.5
Based on 4 answers
For the volume of tracking pixels that we plan to implement it only makes sense for us to continue. At this point, development is benefiting significantly from not being bogged down with writing tracking pixel code and the marketing team(s) enjoy being able to stay connected to their tool deployments. As the portfolio of tracking methods increases, the usage of Ensighten will increase with it.
Adam Waddington | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Ensighten Manage

Ensighten Manage 9.0
Based on 1 answer
The GUI looks professional and is overall very usable. Menu and buttons are laid out well and easy to view. Wizard-like tag configuration is pleasant. Color scheme is pleasant to view, lacking fatiguing colors. Page load progress indicator is reassuring. Filters on past-visited screens are remembered, very handy. Filter options are flexible.
Patrick Legaspi | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Ensighten Manage

Ensighten Manage 9.0
Based on 2 answers
The Ensighten Manage support team has been helpful and dedicated to assisting us solve problems that come up with tag deployments even when the issues are completely unrelated to the core Manage product itself. They seem to have the right mix of tag-specific subject matter experts and general support resources.
Anonymous | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Ensighten Manage

Ensighten Manage 6.5
Based on 5 answers
Ensighten is a great tool, and as good as any in the industry with strong workflow capabilities, an admin API and a friendly interface. It does have some limitations and is not entirely "marketer friendly" as they claim. Also, note we've experienced some performance/load time issues with the Ensighten data layer, which we are addressing with them.
Tom Arundel | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | TrustRadius Reviewer

Ensighten Manage

We've used Ensighten Tag Management since 2013 - before this, we used Adobe's out of the box dynamic tagging solution. Since Ensighten is a purpose-built tool, it provides a great deal more flexibility than that of Adobe. Rule-drived spaces and conditions were not available in Adobe's tag container. Ensighten's visual tagger is unique in its ability to place MBOXes on the page for A/B testing. Finally, mobile tagging is simply not possible without going through the release process, which Ensighten has freed us from
Anonymous | 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

Ensighten Manage

  • Increased complexity when debugging so bug are taking longer to fix when they are related to Ensighten
  • Our sites are loading about 10 seconds faster and have opened our eyes as to how much javascript we are rendering onto our sites which is no longer needed.
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

Ensighten Manage

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
Ensighten Manage
8.1

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
Ensighten Manage
8.5

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
9.0

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
9.0

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Ensighten Manage
6.5

Add comparison