29 Ratings
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Score 8.2 out of 100
52 Ratings
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Score 8.3 out of 100

Attribute Ratings

  • Cisco Webex Experience Management is rated higher in 2 areas: Usability, Support Rating
  • Sprinklr Modern Care is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.6

Cisco Webex Experience Management

86%
10 Ratings
8.8

Sprinklr Modern Care

88%
23 Ratings

Likelihood to Renew

Cisco Webex Experience Management

N/A
0 Ratings
7.5

Sprinklr Modern Care

75%
7 Ratings

Usability

8.2

Cisco Webex Experience Management

82%
1 Rating
8.0

Sprinklr Modern Care

80%
3 Ratings

Availability

Cisco Webex Experience Management

N/A
0 Ratings
9.9

Sprinklr Modern Care

99%
6 Ratings

Performance

Cisco Webex Experience Management

N/A
0 Ratings
9.9

Sprinklr Modern Care

99%
6 Ratings

Support Rating

8.2

Cisco Webex Experience Management

82%
1 Rating
7.0

Sprinklr Modern Care

70%
17 Ratings

In-Person Training

Cisco Webex Experience Management

N/A
0 Ratings
10.0

Sprinklr Modern Care

100%
1 Rating

Implementation Rating

Cisco Webex Experience Management

N/A
0 Ratings
9.0

Sprinklr Modern Care

90%
4 Ratings

Likelihood to Recommend

Cisco

Cisco Webex Experience Management is well suited in handling live customer query. It helps in monitoring customer feedback and queries.It is very useful application for comparison of year on year data, month data and weekly data. It help in understanding customer life cycle. It can be used as an interaction tool with the customers by directly posing them questions about the services. It helps in Segmenting, targeting and positioning of your product or service in the long run. Cisco Webex Experience Management scenarios where it can be less appropriate are few. As it gives a lot on insights about customer feedback,customer tracing etc, it would not be useful in short term or for smaller business who are not focussing on the larger goals of the business
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Sprinklr

Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting
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Pros

Cisco

  • Audio and video quality is amazing.
  • Screen sharing is easy.
  • Very secure connection.
  • Collaboration is made easy.
  • Easy access thanks to different versions available.
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Sprinklr

  • Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
  • Multiple management seats/levels: Sprinklr Modern Care allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
  • Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
  • Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
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Cons

Cisco

  • No break out rooms[.]
  • Expensive relative to other similar products[.]
  • Video call is not effective as Zoom[.]
  • Ask to download client always[.]
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Sprinklr

  • I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
  • You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
  • I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.
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Pricing Details

Cisco Webex Experience Management

Starting Price

$0 Per Month / 50 Responses / 1 user

Editions & Modules

Cisco Webex Experience Management editions and modules pricing
EditionModules
FREE$01
BASIC$252
STANDARD$503
PREMIUM$1004
EASY12 ¢5
ENTERPRISE$5006

Footnotes

  1. Per Month / 50 Responses / 1 user
  2. Per Month / 200 Responses / 2 users
  3. Per Month / 500 Responses / 2 users
  4. Per Month / 1000 Responses / 4 users
  5. Per Response / Unlimited users
  6. Customized Usage Packages

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing Info

Sprinklr Modern Care

Starting Price

Editions & Modules

Sprinklr Modern Care editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Likelihood to Renew

    Cisco

    No answers on this topic

    Sprinklr

    The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
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    Usability

    Cisco

    No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps
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    Sprinklr

    I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
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    Reliability and Availability

    Cisco

    No answers on this topic

    Sprinklr

    No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
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    Performance

    Cisco

    No answers on this topic

    Sprinklr

    Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
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    Support Rating

    Cisco

    Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.
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    Sprinklr

    I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
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    In-Person Training

    Cisco

    No answers on this topic

    Sprinklr

    Our customer support team went through in-person training. I am not unable to rate.
    Read full review

    Implementation Rating

    Cisco

    No answers on this topic

    Sprinklr

    Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
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    Alternatives Considered

    Cisco

    Cisco Webex Experience Management offers customers a comprehensive selection of maturity models during the subscription, depending on their needs. One agreement covers software, features, services, and technical support. easy-to-use SaaS-based product that brands can use to measure key metrics like the Net Promoter Score and the unique Customer Delight score, discover actionable insights for Customer Experience improvement, and address issues as they happen at any touchpoint of interaction with the customer. The vendor further states a brand can go live in just 30 minutes across a global network of locations and multiple touchpoints of interaction, and that the solution is designed to integrate with the users’ existing tools including CRM solutions, POS data, and ERP solutions.
    Read full review

    Sprinklr

    First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr
    Read full review

    Return on Investment

    Cisco

    • Improved on work speed and efficiency by working in great and organized teams.
    • Management of customer journey in an orderly way.
    • It cuts off some people from joining or participating in a meeting.
    Read full review

    Sprinklr

    • Improved self-support. Many customers are able to find answers to their questions without even posting to our community
    • Excellent peer support. Our customers excel at helping each other. We are lucky to have community members who are experts at our product and many of them are generous with their time and assist newcomers before our community managers are able to!
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    Screenshots

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