70 Ratings
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Score 9 out of 100
154 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Listening/monitoring

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    Feature Set Not Supported
    N/A
    7.9

    Sprinklr Social Engagement & Sales

    79%
    Sprinklr Social Engagement & Sales ranks higher in 4/4 features

    Boolean keyword searches

    N/A
    0 Ratings
    7.7
    77%
    42 Ratings

    Filtering out noise/spam

    N/A
    0 Ratings
    7.7
    77%
    45 Ratings

    Sentiment analysis

    N/A
    0 Ratings
    7.0
    70%
    46 Ratings

    Broad channel coverage

    N/A
    0 Ratings
    9.1
    91%
    45 Ratings

    Publishing

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    Feature Set Not Supported
    N/A
    7.9

    Sprinklr Social Engagement & Sales

    79%
    Sprinklr Social Engagement & Sales ranks higher in 4/4 features

    Content planning and scheduling

    N/A
    0 Ratings
    8.0
    80%
    47 Ratings

    Audience targeting

    N/A
    0 Ratings
    7.5
    75%
    42 Ratings

    Content optimization

    N/A
    0 Ratings
    7.9
    79%
    40 Ratings

    Workflow management

    N/A
    0 Ratings
    8.4
    84%
    44 Ratings

    Engagement

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    Feature Set Not Supported
    N/A
    8.2

    Sprinklr Social Engagement & Sales

    82%
    Sprinklr Social Engagement & Sales ranks higher in 3/3 features

    Automated routing and prioritization

    N/A
    0 Ratings
    8.5
    85%
    42 Ratings

    Customer interaction histories

    N/A
    0 Ratings
    7.8
    78%
    47 Ratings

    Bulk actions

    N/A
    0 Ratings
    8.3
    83%
    44 Ratings

    Marketing

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    Feature Set Not Supported
    N/A
    8.7

    Sprinklr Social Engagement & Sales

    87%
    Sprinklr Social Engagement & Sales ranks higher in 4/4 features

    Lead generation

    N/A
    0 Ratings
    8.1
    81%
    29 Ratings

    Content marketing

    N/A
    0 Ratings
    9.0
    90%
    35 Ratings

    Paid media management

    N/A
    0 Ratings
    8.9
    89%
    30 Ratings

    Campaigns and promotions

    N/A
    0 Ratings
    8.9
    89%
    36 Ratings

    Channel coverage/integration

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    Feature Set Not Supported
    N/A
    9.2

    Sprinklr Social Engagement & Sales

    92%
    Sprinklr Social Engagement & Sales ranks higher in 7/7 features

    Twitter

    N/A
    0 Ratings
    8.9
    89%
    50 Ratings

    Facebook

    N/A
    0 Ratings
    9.1
    91%
    50 Ratings

    LinkedIn

    N/A
    0 Ratings
    9.4
    94%
    37 Ratings

    Google+

    N/A
    0 Ratings
    9.2
    92%
    25 Ratings

    Instagram

    N/A
    0 Ratings
    9.1
    91%
    49 Ratings

    Pinterest

    N/A
    0 Ratings
    9.5
    95%
    26 Ratings

    YouTube

    N/A
    0 Ratings
    9.2
    92%
    35 Ratings

    Reporting/analytics

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    Feature Set Not Supported
    N/A
    8.3

    Sprinklr Social Engagement & Sales

    83%
    Sprinklr Social Engagement & Sales ranks higher in 3/3 features

    Campaign success analytics

    N/A
    0 Ratings
    8.7
    87%
    48 Ratings

    Real-time tracking

    N/A
    0 Ratings
    8.2
    82%
    50 Ratings

    Competitor analysis

    N/A
    0 Ratings
    8.0
    80%
    34 Ratings

    Account management

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    Feature Set Not Supported
    N/A
    8.3

    Sprinklr Social Engagement & Sales

    83%
    Sprinklr Social Engagement & Sales ranks higher in 2/2 features

    Role-based user permissions & privileges

    N/A
    0 Ratings
    8.4
    84%
    48 Ratings

    Mobile access

    N/A
    0 Ratings
    8.2
    82%
    42 Ratings

    Attribute Ratings

    • Sprinklr Social Engagement & Sales is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

    Likelihood to Recommend

    7.7

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    77%
    5 Ratings
    8.6

    Sprinklr Social Engagement & Sales

    86%
    77 Ratings

    Likelihood to Renew

    5.2

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    52%
    2 Ratings
    8.5

    Sprinklr Social Engagement & Sales

    85%
    28 Ratings

    Usability

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    N/A
    0 Ratings
    8.0

    Sprinklr Social Engagement & Sales

    80%
    6 Ratings

    Availability

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    N/A
    0 Ratings
    9.1

    Sprinklr Social Engagement & Sales

    91%
    10 Ratings

    Performance

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    N/A
    0 Ratings
    8.2

    Sprinklr Social Engagement & Sales

    82%
    8 Ratings

    Support Rating

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    N/A
    0 Ratings
    8.9

    Sprinklr Social Engagement & Sales

    89%
    51 Ratings

    In-Person Training

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    N/A
    0 Ratings
    7.0

    Sprinklr Social Engagement & Sales

    70%
    2 Ratings

    Online Training

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    N/A
    0 Ratings
    8.4

    Sprinklr Social Engagement & Sales

    84%
    3 Ratings

    Implementation Rating

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    N/A
    0 Ratings
    9.0

    Sprinklr Social Engagement & Sales

    90%
    10 Ratings

    Product Scalability

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    N/A
    0 Ratings
    8.2

    Sprinklr Social Engagement & Sales

    82%
    1 Rating

    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 Social Engagement & Sales

    In my perspective, I would say Sprinklr Modern Sales &
    Engagement is best suited for teams and organizations who are more involved in
    automating social media activities, getting a great analytical report on
    activity engagement, and generating lists and bolds that helps determine the
    trends and events, etc. One of the best tools that one could use for clients
    with every information they would need.
    Tahseen Fatima | TrustRadius Reviewer

    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 Social Engagement & Sales

    • Customization - Through Sprinklr's rules and robust custom field creation, you really can create a lot of customization for every facet of your business.
    • Listening - Their Listening Engine and Explorer are fantastic ways to proactively find engagement-friendly conversations, in addition competitively research your brand.
    • Care - Using their case formatting, messages and customer contacts can be routed and assigned easily to available reps, and their bot builder can help to automate your contacts without sacrificing a personal touch.
    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

    Sprinklr Social Engagement & Sales

    • Overall, Sprinklr rewards users to do a lot of digging on their own to get to the more in-depth functionalities. For instance, the asset manager feature leads you to a dashboard with all the content you ever published but doesn't tell you what to do next or how to organize it
    • Sprinklr offers basic social listening features, but it is much more limited than other pure social listening players like Crimson Hexagon or Brandwatch. It is perfectly usable for a quick search but I wouldn't recommend it as your sole social listening platform
    Romain Vezirian | 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

    Starting Price

    Sprinklr Social Engagement & Sales

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    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 Social Engagement & Sales

    Sprinklr Social Engagement & Sales 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 Social Engagement & Sales

    Sprinklr Social Engagement & Sales 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 Social Engagement & Sales

    Sprinklr Social Engagement & Sales 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 Social Engagement & Sales

    Sprinklr Social Engagement & Sales 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 Social Engagement & Sales

    Sprinklr Social Engagement & Sales 8.9
    Based on 51 answers
    Support is amazing. We have had to reach out [to] them only a few times in the past few years. Each time, they were back in touch with us within the hour or two, no matter the time. We've always had our issues addressed quickly and promptly corrected. They are a great team to work with.
    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 Social Engagement & Sales

    Sprinklr Social Engagement & Sales 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 Social Engagement & Sales

    Sprinklr Social Engagement & Sales 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 Social Engagement & Sales

    Sprinklr Social Engagement & Sales 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 Social Engagement & Sales

    As much as I get frustrated with Sprinklr, Sprinklr is a much cleaner platform than others I have used and I do obtain good data from the reports due to my custom filters, allowing me to pass along education onto product teams in regards to their specific lines.
    Anonymous | TrustRadius Reviewer

    Scalability

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

    No score
    No answers yet
    No answers on this topic

    Sprinklr Social Engagement & Sales

    Sprinklr Social Engagement & Sales 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 Social Engagement & Sales

    • Reports can be customized and exported easily in many different formats. I especially like the PowerPoint version of reports. It quickly and professionally creates a custom slideshow to show the metrics of the platforms and time periods you choose. This is a great way to keep your company's C-level executives informed on your team's progress and investing in your efforts. This is especially true for executives that do not personally use or understand the value of social media.
    • Brand reputation management is always a great investment. The dashboard alerts you in real-time when your brand or product is mentioned across any of the platforms and offers a quick and efficient way to respond. The Sprinklr customer experience cloud can be implemented across your entire organization, including CRM and email systems.
    • If you're not growing you're dying. That alone helps me with the ROI of using Sprinklr for my client's business objectives.
    Rebecca Ruck | TrustRadius Reviewer

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