101 Ratings
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Score 6.5 out of 100
31 Ratings
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Score 7.8 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

Pega Customer Engagement Suite

PRPC is a BPM and Case management suite from Pega Systems. Pega is a comprehensive suite which offers a unique theme of BPM development in the market. A no-coding approach based on rules with inheritance makes Pega a very powerful product but is very difficult to learn. Even, if we go to Pegasystems for training, we have to work on a project at least for a year to have some confidence. Areas where it requires improvements:1) One of the first things that client's IT department questions about is proprietary BLOB column in PRPC, for them, it is a disadvantage, but as we all know BLOB is what makes the highly complex data model of any BPM application fit inside to a common schema which eliminates the help of a DBA. 2) Another area of improvement is: when using the wizards to generate rules (such as the connector wizards) you have to be careful about the level of coupling between the work object's data model and the interface's data model. This can also create maintenance issues.3) The complete Pega suite of products have a long time to develop and deploy and it can be easily done using other low-cost software.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Email & Online Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.1
Pega Customer Engagement Suite
WYSIWYG email editor
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.2
Pega Customer Engagement Suite
Dynamic content
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Pega Customer Engagement Suite
Ability to test dynamic content
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
Pega Customer Engagement Suite
Landing pages
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.1
Pega Customer Engagement Suite
A/B testing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.2
Pega Customer Engagement Suite
Mobile optimization
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.4
Pega Customer Engagement Suite
Email deliverability reporting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Pega Customer Engagement Suite
List management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.2
Pega Customer Engagement Suite
Triggered drip sequences
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.2
Pega Customer Engagement Suite

Lead Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Pega Customer Engagement Suite
Lead nurturing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.6
Pega Customer Engagement Suite
Lead scoring and grading
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.6
Pega Customer Engagement Suite
Data quality management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.8
Pega Customer Engagement Suite
Automated sales alerts and tasks
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
Pega Customer Engagement Suite

Campaign Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Pega Customer Engagement Suite
Calendaring
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.6
Pega Customer Engagement Suite
Event/webinar marketing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Pega Customer Engagement Suite

Social Media Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
Pega Customer Engagement Suite
Social sharing and campaigns
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Pega Customer Engagement Suite
Social profile integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.1
Pega Customer Engagement Suite

Reporting & Analytics

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.5
Pega Customer Engagement Suite
Dashboards
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.3
Pega Customer Engagement Suite
Standard reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.7
Pega Customer Engagement Suite
Custom reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.6
Pega Customer Engagement Suite

Platform & Infrastructure

Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
Pega Customer Engagement Suite
API
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Pega Customer Engagement Suite
Role-based workflow & approvals
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.0
Pega Customer Engagement Suite
Customizability
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Pega Customer Engagement Suite
Integration with Salesforce.com
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.2
Pega Customer Engagement Suite
Integration with Microsoft Dynamics CRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.0
Pega Customer Engagement Suite
Integration with SugarCRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Pega Customer Engagement Suite

Sales Force Automation

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.6
Customer data management / contact management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.1
Workflow management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.0
Territory management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
6.6
Opportunity management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.0
Integration with email client (e.g., Outlook or Gmail)
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.3
Interaction tracking
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.7

Customer Service & Support

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.6
Case management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.9
Call center management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.8
Help desk management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.2

Marketing Automation

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.0
Lead management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.0
Email marketing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.0

CRM Project Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.1
Task management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.4
Reporting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.7

CRM Reporting & Analytics

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.0
Pipeline visualization
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.1
Customizable reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.0

Customization

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.6
Custom fields
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.0
Custom objects
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.9
Scripting environment
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.7
API for custom integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.0

Security

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.1
Single sign-on capability
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.1
Role-based user permissions
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.1

Social CRM

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.7
Social data
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.8
Social engagement
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.5

Integrations with 3rd-party Software

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.0
Marketing automation
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
7.0

Platform

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.2
Mobile access
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Pega Customer Engagement Suite
8.2

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

Pega Customer Engagement Suite

  • Ability to design custom integrated campaigns
  • Analytics to provide key insights and ability to tune your campaign accordingly
  • Ability to design agent workflows
Anonymous | 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

Pega Customer Engagement Suite

  • Pega Customer Engagement Suite is ready to use out of the box with several features, but custom development is always needed.
  • Although new features can be quickly implemented, they have to go through a screening Business analysis process, QA screening and SCRUM based development.
  • Pega eliminates the need for custom code, but there are rare cases where an specific requirement has little to no support from Pega, and implementing custom code can break OOB functionality and make the system unstable.
David A. Herrera | 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

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

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

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 10.0
Based on 2 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

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

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

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

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

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

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

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

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

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

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

Pega Customer Engagement Suite

We evaluated Marketo as another potential customer engagement partner but felt that they did not offer nearly the same flexibility in terms of process management that Pega did. Also, Pega seems to be years ahead of Marketo when it comes to leveraging AI for decision making and predictive analytics.
John Silva, MBA | 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

Pega Customer Engagement Suite

  • Reduction in Admin cost through automation.
  • Achieve efficiency in the customer service operations.
  • Pega's capability for quick time to Market helped us keep the system up to date specifically relating to compliance requirements which has stricter implementation timelines.
Anonymous | TrustRadius Reviewer

Screenshots

Pega Customer Engagement Suite

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

Pega Customer Engagement Suite

General

Free Trial
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)
5.0
Pega Customer Engagement Suite
8.0

Likelihood to Renew

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.5
Pega Customer Engagement Suite

Usability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Pega Customer Engagement Suite

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
10.0
Pega Customer Engagement Suite

Performance

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Pega Customer Engagement Suite

Support Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Pega Customer Engagement Suite

Online Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
9.0
Pega Customer Engagement Suite

Implementation Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Pega Customer Engagement Suite

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