45 Ratings
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Score 7.6 out of 100
Top Rated
141 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

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

Sprinklr Modern Engagement

We have used Sprinklr as a publishing tool for years, and it has really grown into an all-in-one resource. Listening is a fantastic resource to use within Sprinklr, and their reporting can be customized and automated to fit your every need. Not every module is needed for every company, as it can become quite pricey when you're adding up every single module into a total package.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Listening/monitoring

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.5
Boolean keyword searches
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.6
Filtering out noise/spam
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.3
Sentiment analysis
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
6.8
Broad channel coverage
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.2

Publishing

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.2
Content planning and scheduling
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.3
Audience targeting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
6.8
Content optimization
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
6.8
Workflow management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
6.9

Engagement

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.5
Automated routing and prioritization
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.0
Customer interaction histories
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.3
Bulk actions
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.2

Marketing

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.2
Lead generation
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
6.3
Content marketing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.2
Paid media management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
6.6
Campaigns and promotions
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.9

Channel coverage/integration

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.6
Twitter
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.5
Facebook
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.4
LinkedIn
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.7
Google+
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.5
Instagram
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
6.4
Pinterest
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.4
YouTube
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.0

Reporting/analytics

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.4
Campaign success analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.6
Real-time tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.4
Competitor analysis
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.2

Account management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.0
Role-based user permissions & privileges
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.4
Mobile access
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
6.6

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

Sprinklr Modern Engagement

  • All basic functions are very user friendly. Onboarding time is minimal. If I give access to someone (even if they are not social savvy), I am confident they will still be able to use the platform.
  • The ability to build custom dashboards is a huge time saver. For instance, you can create a dashboard to look at all your social media inboxes (Facebook, Twitter, Instagram...) all on one screen.
  • The audience profile function is interesting - it allows you to capture unified consumer data, interests, interactions across all your social channels. This is a useful feature for us when looking for influencers or super fans.
Romain Vezirian | 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

Sprinklr Modern Engagement

  • Horrible customer support. Support teams are uneducated, do not look into cases before calls and frequently close open cases before they are resolved.
  • Difficult to set up. Because this platform is so detailed, they are many intricacies. It takes a long time to make it useful. One mistake could give you incorrect data or really mess up the system.
  • Complicated when used in varying organizations within a company as changes affect everyone.
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

Sprinklr Modern Engagement

Sprinklr Modern Engagement 8.5
Based on 28 answers
I really do feel that Sprinklr is the most complete enterprise social media program. It covers everything you would need to do to run a strategic social media program. On top of that, the success managers are really the best. Our success manager goes above and beyond for us and has been so helpful to us with setting up some very specific repots and profiles. Paul (our CSM) has been great about keeping us up to date on the latest features and functionality as well as helping us set up innovative dashboards as need
Kira Swain | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement

Sprinklr Modern Engagement 8.0
Based on 6 answers
Overall, I really enjoyed Sprinklr. It is a multi-faceted platform although I used it primarily for review management. It's easy-to-use and learn, has great customer service and is a great design. My only complaint would be that if there was a blip in pulling in reviews, we'd have to go back through each review site manually and make sure nothing was unresponded to. This could be cumbersome and time-consuming. Other than that, I really enjoyed using it
Meg Ruggieri | TrustRadius Reviewer

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement

Sprinklr Modern Engagement 9.1
Based on 10 answers
Our account partners at Sprinklr are not only responsive to out needs, both domestically and internationally, but have consistently approached us with ideas on how to improve our communication and collaboration in a proactive manner.
Paul Matson | TrustRadius Reviewer

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement

Sprinklr Modern Engagement 8.2
Based on 8 answers
Perfornace is not aan issue. The issues/bugs with this software are few and far between. And when one pops up the 24/7 support team is helpful, quick and informative.
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement

Sprinklr Modern Engagement 6.5
Based on 42 answers
Most bugs or fixes are completed in a timely manner as long as you submit an official ticket to Sprinklr Support. I think some fo the feature requests, which take longer to implement, are not high on the list right now, such as better integration with Instagram Stories for publishing and reporting.
Anonymous | TrustRadius Reviewer

In-Person Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement

Sprinklr Modern Engagement 7.0
Based on 2 answers
I don't recall our training in detail. I know we met in person a few times, and did some over-the-phone product walk-throughs. It may have been somewhat informal -- I don't recall having any takeaways to refer to.
Anonymous | TrustRadius Reviewer

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement

Sprinklr Modern Engagement 8.4
Based on 3 answers
Through multiple webinars, easily accessible training documents, and ad-hoc sessions with my account manager I am never left in the dark when I have a question.
Anonymous | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement

Sprinklr Modern Engagement 9.0
Based on 10 answers
The implementation personnel at Sprinklr are top-notch. They will work with you to make sure they setup Sprinklr in a way that best aligns with your structural needs
Anonymous | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | TrustRadius Reviewer

Sprinklr Modern Engagement

I have not found another product that is as vigorous to a brand's communication with consumers. It is imperative that brands meet customers where 'they' are, and communicate with them like people, not data. I will continue to use and recommend Sprinklr for it's holistic approach to entire consumer journey
Rebecca Ruck | TrustRadius Reviewer

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement

Sprinklr Modern Engagement 8.2
Based on 1 answer
Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc
Sonja Broze | 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

Sprinklr Modern Engagement

  • Sprinklr has made it easier and simpler for my team to submit content to our clients for approval, but the complications come in afterward because of the way the tool is set up in "streams" that only shows for certain users and navigating within the tool can be difficult.
  • We do not use Sprinklr's services for customer service or moderation but another tool so this is sort of a wasted expense in that realm.
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

Sprinklr Modern Engagement

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
Sprinklr Modern Engagement
7.5

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
Sprinklr Modern Engagement
8.5

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.0

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
9.1

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.2

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
6.5

In-Person Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
7.0

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.4

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
9.0

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Sprinklr Modern Engagement
8.2

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