63 Ratings
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Score 9.3 out of 100
55 Ratings
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Score 7.5 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

UserZoom

UserZoom is well suited for usability testing, I found specifically around test websites and marketing materials. I was able to invite others to participate and watch as well as screen share so that it was an interactive session. Other tools I have used have been a little better with the video output and transcripts of each session so that we could capture notes quickly, but overall it was a good tool to use to test.
Anonymous | 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

UserZoom

  • Quantitative testing can be done on the cheap compared to other quant tools or vendors... once you buy the license, you only pay for additional recruiting and you are managing the project, so there isn't the high cost of having other vendors doing the project management or running a survey etc.
  • Farily robust means of tracking and recording data. I also relied heavily on the excel spreadsheet of all the raw data, which you can have UZ customize for you to get what you need.
  • Great support system from the UserZoom team - they have researchers who can help with coding and also provide research support for a very good price.
  • Also they have tree testing, card sorting, survey capabilities (in addition to usability testing)... and mobile testing. and they seem to be continously be developing the tool to support additional methods.
Anonymous | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • IBM CXA leverages script tagging to inspect specific behaviour patterns. A tagging engine against your web assets is a must-have to simplify script insertion and avoid having to leverage internal IT resources to modify web code.
  • Tag management is perhaps the most challenging aspect of IBM CXA. In our view, this could be abstracted further and therefore simplified.
  • We would like to see connectors with UBX to common platforms such as CRM, marketing automation. The more this is readily available, the quicker the time to value for clients.
Chris Hall | TrustRadius Reviewer

UserZoom

  • Compared with some other tools, because their video conferencing platform is web-based (vs. using Zoom, which has a desktop app), I find the connection buffers a lot and it's kind of annoying
  • Their screening tool on the UserZoom side (not Go) is clunky. Just let me select May, Must, or Should not for criteria rather than the weird interface design they have now.
  • Logic panel is a little confusing, sometimes I do a double-take, sometimes it's wonky and resets itself. It's just not as easy to use as it could be.
  • They haven't integrated UserZoom and UserZoom Go (formerly Validately)
  • It's expensive!
  • We signed up for a high sample size license with unlimited tests, but we're finding their panel doesn't fill as fast as their biggest competitor, UserTesting. We've struggled to fill n=100 sample tests with fairly general criteria.
  • A lot of their licenses only allow limited concurrent studies, whereas UserTesting had unlimited tests that you could launch at a time. It's slowed us down.
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
The comprehensive set of tools IBM Tealeaf provides is so unique to what it can do. It continually provides value beyond what it costs. It is like free money. There hasn't been a tool that has replace what it can do. Without it, people and teams managing their application or website would be much more difficult
Nick Preese | TrustRadius Reviewer

UserZoom

UserZoom 10.0
Based on 1 answer
I'm actually trying to get a license for my current job at my current company (recently moved to a new company). I gave it this rating because I am about to go to our executive to ask that we purchase it! I know that there will be value because we are forecasting a high volume of research next year
Anonymous | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

UserZoom

UserZoom 8.0
Based on 1 answer
Overall, it was fairly easy to use. Especially if you are familiar with this type of product. We were able to use it for testing pretty much right after we got it (same day) and didn't have many issues figuring out how to invite, test, and share which was great.
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

UserZoom

UserZoom 9.0
Based on 3 answers
From my experience, the UserZoom team has really done a great job answering the limited questions we have given them thus far. I think the platform is popular enough that many of my questions have been answered by their help pages - or other online content with helpful tips and tricks. I think the community has done a nice job of providing end-user tutorials for those who are new to the platform.
Joshua Melder | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Analytics! We want to utilize software that gave us basic information back. Obviously, with technology becoming smarter, more updated and more efficient, we converted to software that would handle that...IBM. we've realized that analytics are so beneficial to the reelection process, how we communicate with constituents and the way we relay information to the community.
Tanu Chahal | TrustRadius Reviewer

UserZoom

Most comparative products that we've used/seen are in-house developed tools, data scientist-based research with a few other tools used in the process such as Validately. UserZoom is a nearly perfect tool as results are real-time, authentic and can capture real-experience results at scale. The increase in pricing came when so few purpose-built alternatives followed suit.
Jackie Bassett | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Best tool to measure and track our website activity.
  • Gives us an idea of which strategy on our layout is working better.
  • Representation of data through graphs and charts is very helpful.
Rohan Kashyap | TrustRadius Reviewer

UserZoom

  • Overall the ROI has been fairly useful. The price for the tool itself on occasional use cuts into our profit margin, and as I mentioned previously it's difficult to predict how much UserZoom will charge for a given project.
  • On a positive note, UserZoom allows us to run projects that we wouldn't be able to on any other tool. We have landed projects with new clients that wouldn't be possible without UserZoom, so that helps drive future business in other areas.
  • On the negative side, the fact that UserZoom also provides consulting research services means we can sometimes be in direct competition with them over clients, which allows them to beat our pricing since they own the tool. All's fair in love and war, but it is a tricky situation.
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

UserZoom

General

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

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