Cheetah Digital Customer Engagement Suite (discontinued) vs. NICE Desktop Analytics

I think that Cheetah is specifically well suited for personalized, relevant messaging to customers. They help provide tools to give users the ability to create campaigns that will generate positive interpretations and help move your business forward.

Incentivized

The area I found it best suited is when you need to be able to see the actions being taken on a computer. In a business setting, we found this to be when an individual was helping our customers. NICE Desktop Analytics integrated into our phone software which would only record when they were actively on a call. This means we didn’t have to monitor all the time but more when the agent was performing their tasks.

Incentivized

• It offers social media tracking, which is a big competitive advantage against its rivals.
• Email targeting options are better than MailChimp.
• Good price.

Incentivized

• Captures screen video
• Filters according to rules set
• Works well with excel to create reports

Incentivized

• I would love more ability to create programmatic campaigns that follow customers on a lifecycle.
• Continue to improve the user interface to make all features more usable to their users.

Incentivized

• Out of date display
• Self generated reports
• Better desktop app

Incentivized

Cheetah has never been known for its customer service and the few times I had to contact the answers I got were either incomplete or not really useful for the problem I was having at the moment. I think there is a lot of room for improvement in this aspect.

Incentivized

They are very comparable to each other. Cheetah is a little more user-friendly and the customer service is much better, but Responsys had more features that I liked to use.

Incentivized

• It has raised costs due to its price, reducing ROI.
• However, we have gotten good results and great CPAs with them, improving margins.
• It has allowed us to be faster on testing, improving ROI in the long term.

Incentivized

• Higher QA scores
• Increased customer experience
• Coaching opportunities

Incentivized