Better fit for smaller players
April 06, 2018

Better fit for smaller players

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Aurea CX Platform

Aurea CX Platform is a customer experience solution. It consists of 3 parts - CX Processes, CX Messenger and CX Monitor. The first part, CX Processes, is focused on customer experience modelling. The second part, CX Messenger, is essentially a tool that allows plug-and-play implementation. The third one, CX Monitor, functions as a tracking tool that keeps an eye on the integrated systems and any changes that happen over time. There is also an analytical functionality called CX Monitor Enterprise.
  • Face-lifted platforms: CX Messenger (formerly Sonic), CX Monitor (formerly Actional), CX Process (formerly Savvion)
  • User-friendly UI
  • Relatively painless implementation
  • Standard edition is significantly lighter touch than the (pricier) Enterprise version
  • There are similar solutions on the market that are competitively prices and offer positive user experience
  • Data migration can be tricky at times
  • As our customers vary in size and maturity, the ROI ranges accordingly.
  • For younger, smaller businesses this is a useful tool. Digitalization of he customer journey has certainly helped save time and efforts in many cases.
  • For more mature market players the tool is not always comprehensive enough. Dashboard and report personalization take time and efforts, and sometimes it feels that a dedicated BI tool would be a more suitable solution.
The tool has potential. Its capabilities and visual aspects could be considered rather basic but this might improve, particularly if the business intelligence/analytics aspect is leveraged. Once running well, it could allow (perhaps smaller) companies to successfully improve their customers' experiences through digitalizing customer journey - and we all know that customer loyalty goes a long way. However, whether or not the tool is comprehensive enough to deliver this for larger companies with more complex, multi- and omni-channel interactions is yet to be seen...

Aurea CX Platform Feature Ratings

Process designer
6
Process simulation
7
Business rules engine
5
SOA support
5
Process player
7
Model execution
5
Social collaboration tools
4
Dashboards
6
Standard reports
6
Custom reports
4
Content management
4