Acoustic Analytics vs. Verint Digital Feedback

• 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.

Incentivized

OpinionLab is a great way to collect passive feedback from our online users in a simple unobtrusive manner. Easily implemented by most areas of the organization and used to help direct new product development. It can also aid in determining issues with our online tools and processes.

Incentivized

• 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.

• Easily deployed, using either standard templates or custom installs.
• Easy reporting interface, and good delivery options for automated reports.
• Extendable methods for extracting real-time voice of the customer comments during product launches, releases or other critical timeframes.

Incentivized

• More knowledge sharing sessions
• UI/UX Improvements
• More tooltips on icons

Incentivized

• Add a multi user dashboard.

Incentivized

I do not have power over contracts.

Incentivized

The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget

Incentivized

Added benefit

Incentivized

OpinionLab is more popular than ForeSee with small companies and startups (1-50 employees), while Foresee is more suited for medium-sized companies (51-1000 employees) as well as with large to enterprise companies (1000+ employees). OpinionLab integrates with IBM Tealeaf and Digital Analytics, Salesforce Sales Cloud and FullStory, while Foresee integrates with Nebula CX and UserVoice. Depending on the size of your company and other platforms you need to integrate with it, let those help you decide which of these multi-channel customer experience analytics platform are best for your company.

Incentivized

• 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.

Incentivized

• OpinionLab has provided very valuable insights, as a method of detection of site issues or customer struggle, where we can tie it to a customer experience in Tealeaf or Clicktale and then quantify the issue.
• Feedback in customer service applications has also helped us improve our call center agent's experience by allowing them to report application issues on a system that didn't have as much analyst or product development priority, and reduce our average handle time.

Incentivized