62 Ratings
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Score 9.4 out of 100
211 Ratings
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Score 8.6 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

Genesys PureConnect

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Jim Barber | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.9
Agent dashboard
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.2
Validate callers
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.9
Outbound response
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.1
Call forwarding
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.0
Click-to-call (CTC)
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.2
Warm transfer
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.5
Predictive dialing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.9
Interactive voice response
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.9
REST APIs
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.2
Call scripts
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.9
Call tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.5
Multichannel integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.0
CRM software integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.7

Workforce Optimization (WFO)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.8
Inbound call routing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.3
Omnichannel inbound routing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.9
Recording
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.2
Quality management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.3
Call analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.3
Historical reporting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.1
Live reporting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.6
Customer surveys
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.8
Customer interaction analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.6

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

Genesys PureConnect

  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
Shahbaz Chughtai | 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

Genesys PureConnect

  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
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

Genesys PureConnect

Genesys PureConnect 8.6
Based on 12 answers
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
Anonymous | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.6
Based on 9 answers
Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources
Anonymous | TrustRadius Reviewer

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 6 answers
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
Anonymous | TrustRadius Reviewer

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
Based on 6 answers
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect).As far as IVR operations, web service calls, database operations: they all operate reasonably.
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 7.7
Based on 16 answers
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Ruud Reinold | TrustRadius Reviewer

In-Person Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 4 answers
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
Anonymous | TrustRadius Reviewer

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
Anonymous | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 6.1
Based on 21 answers
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
Laurent Pret | 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

Genesys PureConnect

Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Micheal McComber | TrustRadius Reviewer

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 3 answers
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
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

Genesys PureConnect

  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Blake Dunham | 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

Genesys PureConnect

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
Genesys PureConnect
8.0

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
Genesys PureConnect
8.6

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.6

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
9.1

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.8

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.7

In-Person Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.2

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.3

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
6.1

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.2

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