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
60 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 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

OpenText Content Suite

Your organisation has to support the type of document and records management needed for this to work. In an organisation that only needs to store documents and maybe share with many different parties, this might not be the best-suited software. In a large organisation with stringent document and records management policies, this suite is well suited. It makes management of documents across business units easy to manage and control.
Neill Payne | TrustRadius Reviewer

Feature Rating Comparison

Enterprise Content Management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
6.9
Content capture & imaging
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
9.4
File sync, storage & archiving
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
9.5
Document management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
9.6
Records management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
7.1
Content search & retrieval
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
8.8
Enterprise content collaboration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
9.6
Content publishing & creation
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
4.2
Security, risk management & information governance
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
7.1
Contract lifecycle management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
7.0
Automated workflows
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
5.8
Artificial intelligence
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
3.0
Mobile support
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
1.0
Integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
8.3

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

OpenText Content Suite

  • The OCR system is really good with high accuracy (>99%).
  • Worldwide support from OpenText.
  • Vast documentation and knowledge-base for troubleshooting available on the web.
Gabriel Krahn | 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

OpenText Content Suite

  • The user interface and configurability of that interface lack a lot of flexibility and modern tools.
  • There needs to be stronger and more powerful integration to electronic forms and workflow capabilities which are core to modern ECM.
  • Management of audit and content history needs to be modernized and made more dynamic and sustainable.
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

OpenText Content Suite

OpenText Content Suite 8.0
Based on 1 answer
The staff is comfortable with it and I doubt they'd change at this point.
Paul Benenati | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

OpenText Content Suite

OpenText Content Suite 8.0
Based on 1 answer
The interface is easy to understand and learn quickly.
Paul Benenati | TrustRadius Reviewer

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

OpenText Content Suite

OpenText Content Suite 8.0
Based on 2 answers
I never had any issues with access internally or via VPN. But, the response via VPN, was a bit slow.
Paul Benenati | TrustRadius Reviewer

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

OpenText Content Suite

OpenText Content Suite 8.0
Based on 2 answers
  • I used OpenText nearly every day and I never had any performance issues that I can recall. That said, it's not terribly fast either.
Paul Benenati | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

OpenText Content Suite

OpenText Content Suite 9.0
Based on 2 answers
OpenText has an outstanding support and knowledge base. All problems which couldn't be solved by us (high complexity cases) were promptly resolved and the resolution also shared with us.
Gabriel Krahn | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

OpenText Content Suite

OpenText Content Suite 8.0
Based on 2 answers
No, it's pretty easy to implement and use.
Paul Benenati | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | TrustRadius Reviewer

OpenText Content Suite

SharePoint is not very strong on records management as part of the base system. So after evaluation, it was found to not comply to all needs and therefore discarded. We also evaluated Afresco which is an opensource offering. The problem was that we could not find enough people with Alfresco skills to implement it with enough confidence that it will be successful. We also had a problem then with supporting the implementation. We could get all necessary training from OpenText to allow us to support the project in-house.
Neill Payne | 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

OpenText Content Suite

  • Provides a strong 'single source of truth' for long term retention of electronic records.
  • The user interface and flexibility make user adoption a challenge. Therefore it is difficult to attain objectives related to reduced storage.
  • ECM sits as a central hub to the overall information strategy. However to gain the value of this we must have stronger and more open integration toolkits.
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

OpenText Content Suite

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
OpenText Content Suite
9.7

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
OpenText Content Suite
8.0

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
8.0

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
8.0

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
8.0

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
9.0

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
OpenText Content Suite
8.0

Add comparison