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Top Rated
638 Ratings
114 Ratings
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Score 8.7 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
638 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Silverpop is a powerful and comprehensive tool for digital marketers, and is apprprioate for companies of varying sizes, as well as both B2B and B2C models. It's particularly well-suited for companies with large, accurate customer databases and the ability to track customer actions on their websites to use as marketing automation triggers.
Kristin Lucido | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

We get over 3,000 calls/month for a variety of Radiology scheduling requests, so we needed a scheduling system that had the scalability and optics to allow us to manage this giant beast. We had previously been relying only on people scheduling between their visits and between checking in visitors, so we had no dedicated team of schedulers or a software to support. We are only on our first month, but have seen amazing results thus far.
Jerry Newsom | TrustRadius Reviewer

Feature Rating Comparison

Email & Online Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
NICE CXone (formerly NICE inContact)
WYSIWYG email editor
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.0
NICE CXone (formerly NICE inContact)
Dynamic content
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE CXone (formerly NICE inContact)
Ability to test dynamic content
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
NICE CXone (formerly NICE inContact)
Landing pages
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.2
NICE CXone (formerly NICE inContact)
A/B testing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
NICE CXone (formerly NICE inContact)
Mobile optimization
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.9
NICE CXone (formerly NICE inContact)
Email deliverability reporting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE CXone (formerly NICE inContact)
List management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE CXone (formerly NICE inContact)
Triggered drip sequences
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE CXone (formerly NICE inContact)

Lead Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
NICE CXone (formerly NICE inContact)
Lead nurturing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.1
NICE CXone (formerly NICE inContact)
Lead scoring and grading
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.9
NICE CXone (formerly NICE inContact)
Data quality management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE CXone (formerly NICE inContact)
Automated sales alerts and tasks
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
NICE CXone (formerly NICE inContact)

Campaign Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
NICE CXone (formerly NICE inContact)
Calendaring
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
NICE CXone (formerly NICE inContact)
Event/webinar marketing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
NICE CXone (formerly NICE inContact)

Social Media Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
NICE CXone (formerly NICE inContact)
Social sharing and campaigns
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
NICE CXone (formerly NICE inContact)
Social profile integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.2
NICE CXone (formerly NICE inContact)

Reporting & Analytics

Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.5
NICE CXone (formerly NICE inContact)
Dashboards
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.2
NICE CXone (formerly NICE inContact)
Standard reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.3
NICE CXone (formerly NICE inContact)
Custom reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.1
NICE CXone (formerly NICE inContact)

Platform & Infrastructure

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.8
NICE CXone (formerly NICE inContact)
API
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.3
NICE CXone (formerly NICE inContact)
Role-based workflow & approvals
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.0
NICE CXone (formerly NICE inContact)
Customizability
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
NICE CXone (formerly NICE inContact)
Integration with Salesforce.com
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.4
NICE CXone (formerly NICE inContact)
Integration with Microsoft Dynamics CRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.0
NICE CXone (formerly NICE inContact)
Integration with SugarCRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE CXone (formerly NICE inContact)

Contact Center Software

Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.3
Validate callers
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.3
Outbound response
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.4
Click-to-call (CTC)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.5
Warm transfer
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
7.4
Interactive voice response
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.0
REST APIs
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
7.8
Call scripts
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.0
Call tracking
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.2
Recording
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.5
Quality management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.5
Call analytics
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.3
Live reporting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
8.0

Pros

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • Automated Messages - we currently have over 70 automated messages going out on any particular day through feeds and API calls that we pass to Silverpop. We rely on these automated messages to communicate to our customers and can rely on Silverpop to always be up and running to get these messages out.
  • Robust query building - We can target customers easily based on a combination of demographic profile data, as well as email and site behavior and purchase behavior, allowing us to finely segment our audience
  • Deep dive reporting - the UI reporting, as well as the available reports to download through the API give us tremendous insight into how our subscribers are responding to email.
Carey Marston | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • The quality of the calls are great, i rarely have to report any type of call issues
  • The admin portal is very organized and it makes it easier to find information about users and stations
  • The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information
Jose Turcios | TrustRadius Reviewer

Cons

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • Data syncing and errors - Silverpop does not do a great job of getting data to sync regularly with our CRM (Salesforce.com). The data had to flow back and forth several times before being added to campaigns and in some instances, it took days to update leads! Also, failed lead syncs get stuck in an alert list but it does not notify you otherwise that a lead failed the sync.
  • Design issues - we use custom HTML to build emails and landing pages, and we were unable to render background images on our campaigns. Also, once you toggle between design and source (code) view to make edits, it often broke the code and threw off the design.
  • Administrator alerts - when sync fails altogether between systems, there is no email alert sent to the system admin (me/my team) so we at times have found that we have gone 18 hours until we stumble across the fact that the system sync has failed.
  • Reporting - it is not very comprehensive and we had difficulty generating the level of reporting that we need to have.
  • Support - there are a few gems in the support team who know what they're doing, but largely calling support is a lesson in frustration.
  • Product bug fixes - in two instances, my open support tickets were identified as product bugs. One related to incorrect cookie tracking which was causing our leads not to be scoring properly. They determined that this wasn't critical enough to build into their product fix road map. This is core to an automation system working properly.
Jennifer Lewis | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
  • It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
  • When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
  • When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 5.5
Based on 30 answers
SilverPop is a great marketing tool that integrates with Salesforce to provide customers and employees a great buying and selling experience. The software takes some very difficult tasks and makes them easy to accomplish. With proper setup and management, Silverpop gives you the tools to gain insight into the productiveness of campaigns.
Shannon Feldpush | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 17 answers
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
Vinicius Leite | TrustRadius Reviewer

Usability

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 8.0
Based on 6 answers
This is a little bit difficult to rate because Silverpop is gradually updating its interface to improve usability all around. I know users are able to do their job with minimal assistance. However, some of the interface is dated, and the Programs interface, while functional, has a bit of a learning curve.
Michael Hobley | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 381 answers
I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].
Edward Oberlton | TrustRadius Reviewer

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 10.0
Based on 3 answers
While several of the other reviews have mentioned poor performance in this department, we have only had one situation where the system was down (although it was down for several hours). Silverpop segments its clients on different servers, and I know that the problem we experienced only occurred on our specific server (maybe other servers have had their own problems?) but our service has been reliable otherwise.
Michael Hobley | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 answers
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Anonymous | TrustRadius Reviewer

Performance

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 7.0
Based on 2 answers
The throttle time for sending emails would vary depending on how many other campaigns were going out that day, which I found inconsistent
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.9
Based on 4 answers
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 5.9
Based on 5 answers
The Salesforce Integration support team is fantastic. I'd give them greater than a 10 if possible. The rest of the support team can be extremely frustrating to work with. Too often they try to blame something obscure and refuse to escalate or look into the issue. And on occasion when you find system glitches they don't seem to care about fixing them
Joe Sisler | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.4
Based on 6 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.9
Based on 3 answers
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
Anonymous | TrustRadius Reviewer

Online Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 9.0
Based on 2 answers
The online trainings are very detailed (for the most part) and really walk through the entire system. They are a little dry, but they are usually broken up into segments to allow you to skip to the parts you need.
Michael Hobley | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 7.4
Based on 4 answers
Based on recommendations from Silverpop we made some implementation decisions that we later regretted pretty substantially. In hindsight we should have started a pilot implementation earlier so we could learn and then start over. The big issue for us was that Silverpop recommended a non-keyed database, or at least a database that doesn't use email address as primary key. This is resulted in a large number of duplicate email addresses so that the end user is forced to unsubscribe multiple times to stop receiving emails.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 9 answers
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
Dailson Laurentino | TrustRadius Reviewer

Alternatives Considered

Acoustic Campaign (formerly IBM Watson Campaign Automation)

We evaluated alternate providers less than a year into our IBM Watson Campaign contract because the system was so clunky to use (and we wanted a system that would include or better integrate with our SMS provider). Bluecore and Klaviyo were the front runners at the time, and we came close to moving forward with Bluecore. The pricing model and overall the cost of Bluecore was much higher than IBM for us though, and the timing of this was right when the IBM to Acoustic changes took place. We decided to give Acoustic a shot and are optimistic it will be enough to keep us on board once all the dust settles, though I find it unlikely we will renew with Acoustic when our contract is up again. My main email specialist is a Klaviyo expert and finds that platform very easy to use in comparison-- it might be a better fit for a team of our size.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

Scalability

Acoustic Campaign (formerly IBM Watson Campaign Automation)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

Return on Investment

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • we have not experienced any currently but moving to lead automation and lead scoring could change that.
  • i'm not sure how increased employee efficiency would ever be a benefit b/c lead importing and visibility, along with setting up email templates is quite cumbersome.
Maureen Kolb | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
  • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
  • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.
Gordon Ng | TrustRadius Reviewer

Screenshots

Pricing Details

Acoustic Campaign (formerly IBM Watson Campaign Automation)

General

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

NICE CXone (formerly NICE inContact)

General

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

Rating Summary

Likelihood to Recommend

Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.2
NICE CXone (formerly NICE inContact)
8.3

Likelihood to Renew

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.5
NICE CXone (formerly NICE inContact)
8.6

Usability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
10.0
NICE CXone (formerly NICE inContact)
7.2

Performance

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
NICE CXone (formerly NICE inContact)
7.9

Support Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
6.9

Online Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
9.0
NICE CXone (formerly NICE inContact)
8.3

Implementation Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
NICE CXone (formerly NICE inContact)
8.2

Scalability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE CXone (formerly NICE inContact)
6.7

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