What users are saying about
46 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 46 reviews and ratings
147 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
Based on 147 reviews and ratings
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.
Managing Partner
BAC PartnersDesign, 11-50 employees
Sprinklr Modern Sales & 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.

Verified User
Manager in Social Media
Consumer Services Company, 10,001+ employeesFeature Rating Comparison
Listening/monitoring
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.5
Boolean keyword searches
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.6
Filtering out noise/spam
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.3
Sentiment analysis
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
6.9
Broad channel coverage
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
8.2
Publishing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.1
Content planning and scheduling
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
8.2
Audience targeting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
6.9
Content optimization
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
6.8
Workflow management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
6.7
Engagement
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.5
Automated routing and prioritization
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
8.1
Customer interaction histories
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.2
Bulk actions
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.1
Marketing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.0
Lead generation
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
5.5
Content marketing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
8.1
Paid media management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
6.4
Campaigns and promotions
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.9
Channel coverage/integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.4
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
8.5
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
8.4
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.7
Google+
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
6.6
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
6.2
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.2
YouTube
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
6.9
Reporting/analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
8.4
Campaign success analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
8.5
Real-time tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
8.5
Competitor analysis
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
8.2
Account management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
6.7
Role-based user permissions & privileges
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
7.2
Mobile access
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
—
Sprinklr Modern Sales & Engagement
6.1
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.
Solution Architect
BlueSky Technology PartnersComputer Software, 11-50 employees
Sprinklr Modern Sales & 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.
Director, Global Brand PR Content & Multimedia
InterContinental Hotels Group (IHG®)Hospitality, 10,001+ employees
Cons
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
- More knowledge sharing sessions
- UI/UX Improvements
- More tooltips on icons

Verified User
Employee in Information Technology
Airlines/Aviation Company, 10,001+ employeesSprinklr Modern Sales & 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.

Verified User
Manager in Social Media
Consumer Electronics Company, 10,001+ employeesLikelihood 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.

Verified User
Project Manager in Marketing
Health, Wellness and Fitness Company, 10,001+ employeesSprinklr Modern Sales & Engagement
Sprinklr Modern Sales & 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
Social Media Marketing and Community Manager
Auction.comReal Estate, 501-1000 employees
Usability
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
Sprinklr Modern Sales & Engagement
Sprinklr Modern Sales & 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
Digital Content Strategist
GrowthWeaverMarketing and Advertising, 11-50 employees
Reliability and Availability
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
Sprinklr Modern Sales & Engagement
Sprinklr Modern Sales & 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.
Head of Content & Social Media
GrouponMarketing and Advertising, 10,001+ employees
Performance
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
Sprinklr Modern Sales & Engagement
Sprinklr Modern Sales & 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.

Verified User
Manager in Marketing
Airlines/Aviation Company, 5001-10,000 employeesSupport Rating
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
Sprinklr Modern Sales & Engagement
Sprinklr Modern Sales & Engagement 6.7
Based on 43 answers
I like most of the functions of Sprinklr Modern Engagement, although some of them don't seem to be as simple and straightforward to use as they could be. Ultimately, it gets me the information I need even if it requires a little tinkering. This could also be due to a lack of prolonged experience in the platform.

Verified User
Employee in Marketing
Sporting Goods Company, 5001-10,000 employeesIn-Person Training
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
Sprinklr Modern Sales & Engagement
Sprinklr Modern Sales & 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.

Verified User
Consultant in Marketing
Management Consulting Company, 201-500 employeesOnline Training
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
Sprinklr Modern Sales & Engagement
Sprinklr Modern Sales & 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.

Verified User
Manager in Marketing
Airlines/Aviation Company, 5001-10,000 employeesImplementation Rating
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
Sprinklr Modern Sales & Engagement
Sprinklr Modern Sales & 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

Verified User
Analyst in Social Media
Retail Company, 10,001+ employeesAlternatives Considered
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Added benefit

Verified User
Director in Corporate
Apparel & Fashion Company, 10,001+ employeesSprinklr Modern Sales & 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
CEO
MobloggyRetail, 1-10 employees
Scalability
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
Sprinklr Modern Sales & Engagement
Sprinklr Modern Sales & 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
Head of Social Media Infrastructure
PayPalFinancial Services, 10,001+ employees
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.
Managing Partner
BAC PartnersDesign, 11-50 employees
Sprinklr Modern Sales & 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.

Verified User
Supervisor in Social Media
Marketing and Advertising Company, 501-1000 employeesPricing 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 Sales & Engagement
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No