45 Ratings
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Score 7.6 out of 100
Top Rated
199 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

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
7.7
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
7.7
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
7.7
Warm transfer
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.6
Predictive dialing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.6
Interactive voice response
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.1
REST APIs
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.4
Call scripts
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.5
Call tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.3
Multichannel integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.8
CRM software integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.2

Workforce Optimization (WFO)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.5
Inbound call routing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.1
Omnichannel inbound routing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.0
Recording
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
8.0
Quality management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.8
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
6.8
Live reporting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.1
Customer surveys
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.3
Customer interaction analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.0

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)

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

Genesys PureConnect

  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
Kristen Reeves | 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

Genesys PureConnect

Genesys PureConnect 8.3
Based on 12 answers
It just works! 14 years of working with the product informs my viewpoint. Sure have had their bumps like any other application, but have seen them respond time and again and have seen the product mature.
Jason Neton | 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 7.4
Based on 7 answers
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Ruud Reinold | 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 3 answers
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Ruud Reinold | 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 3 answers
This is highly dependent on the solution in place, data links between sites and specifications of the underlying databases.

Under specified means poor performance. Correctly or over specified gives a satisfactory performance.
Ruud Reinold | 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 5.6
Based on 14 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 8.3
Based on 4 answers
I’ve received on several occasions training from Genesys (and previously Interactive Intelligence). These are high value training courses but their quality is excellent and goes usually beyond the actual training creating long lasting connections between the attendees.
Ruud Reinold | 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
I’ve done a view online courses and the lecturers are very helpful and explain things in different ways if the first example isn’t clear enough. What is helpful to understand things better.
Ruud Reinold | 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 14 answers
You have to be sure that you choose the right reseller & vendor who can work seemles as one team.
Ruud Reinold | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | 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
Most issues we encountered are related to telecom providers or environmental (MPLS nd firewall) issues, not due to product problems.
Ruud Reinold | 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

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)
7.7
Genesys PureConnect
8.1

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
Genesys PureConnect
8.3

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys PureConnect
7.4

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
5.6

In-Person Training

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

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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