45 Ratings
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Score 7.6 out of 100
2 Ratings
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Score 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

ServiceNow Customer Service Management

If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.2
Organize and prioritize service tickets
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
10.0
Expert directory
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
Subscription-based notifications
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
ITSM collaboration and documentation
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
Ticket creation and submission
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
Ticket response
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0

Self Help Community

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
External knowledge base
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
Internal knowledge base
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0

Multi-Channel Help

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
Customer portal
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
IVR
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
Social integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
Email support
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0
Help Desk CRM integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0

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

ServiceNow Customer Service Management

  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
Anonymous | 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

ServiceNow Customer Service Management

  • Reporting could be more granular.
  • Slow loading pages more often than not.
  • Updating of categorization can take a long time to propagate.
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

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No answers on this topic

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

ServiceNow Customer Service Management

  • Ease of use between departments has been a huge success.
  • Uptime is almost perfect, it's just that the pages load a bit slower sometimes.
  • Any kind of outage has been handled very promptly.
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

ServiceNow Customer Service Management

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
ServiceNow Customer Service Management
8.0

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
ServiceNow Customer Service Management

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
10.0

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
ServiceNow Customer Service Management
9.0

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