Adobe Experience Manager vs. Verint Channel Automation

I'll answer the second one because I mean, the first one I don't have an issue with. The second scenario is we oftentimes have the need to spin off very small campaign style sites or sites that generate leads but are unbranded and that sort of thing. So that's hard to do in AEM because you have to then create another organization within AEM to do that. And we're talking about sites that are maybe five to 10 pages in size. So we've been investigating Edge, but then that's a different workflow, so we'd have to train people on that. So it would be nice if there was something within the AEM structure that could allow you to do something very similar to Edge, where you make some small micro sites that are not necessarily branded, that you could still host within the platform and not have to retrain everybody on a completely different platform.

Incentivized

It is well suited for larger organizations that see a lot of content. If you're a very small business with little engagement, Conversocial may not be the most appropriate tool for you. I would ask yourself how much content you see each day/week, is that number going to increase for any reason, and based on that Conversocial may be the perfect fit.

Incentivized

• It allows us to scale so that we can make a change on a global footer. And it applies to all of the different property websites. It allows us to set up components and compartmentalize things in a way. The big thing is that it's scalable. And then it also ties into Adobe Analytics and other Adobe products. So we are a complete Adobe shop. Every Adobe product that we can use, we use. I don't think we do it for marketing so much, but for doing target testing and analytics, data scientists are using the same product and so it all speaks.

Incentivized

• Businesses can analyze how long it takes different agents to respond to customer inquiries on social media. This helps them understand staffing, response time, and how to become more efficient with customer care.
• By utilizing the tagging and sentiment features across all conversations, businesses can better understand what their customers are talking most frequently about on social media and whether it's positive or negative. This can help identify frequent product issues that may lead to future design improvements.
• Through the dashboard, customer representatives can also easily assign conversations to the appropriate team member. This makes it more efficient for different managers to handle different conversations related to their product expertise.

Incentivized

• easier way to make universal changes for multiple websites at a time (ie pushing out a new experience fragment to all as opposed to having to individually add to each site)
• easier way to get site images to look and be sized exactly as I want directly from the site page editor

Incentivized

• Determining the sentiment of a social message is something that every predictive modeled Social CRM tool can improve on.
• Mechanism for posting to a native site might be more robust. Although our business did not choose to post through the tool. We did not use any other mechanism to automate our posts.

We had and still have a fantastic experience using Adobe CQ. Lots of flexibility, great integration with other Adobe products we already use and a powerful technology make it a great fit for our corporate environment. Also as the community grows, it makes it easier to network with other developers and users to get new ideas on how to continue to get the best out of the software.

The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial. (I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)

Sure there are a few quirks in the interface, but once you learn them, building and editing pages is fast and efficient. Once you have the content and the planned design decided (how the pages will look and which components you will use), page builds and publishing are quick. I was able to build a 10-page specialized site with cards built using the list component in an afternoon

Incentivized

Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it

Being part of Adobe Suite means you are already notified when the tool has any outages. However, I have never faced unplanned outages. Whenever you face any issue with the site, it is clearly stated if there were any planned outages and how quickly you will be back to normal. So, I will say that even the outages are planned and managed in a great way like their other services.

Incentivized

Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.

With respect to performance, Adobe experience manager is one of the best in the CMS space. We didn't observe frequent slowness on platform, however the systems which are accessing experience manager should be of good specifications without which slowness would be observed. Adobe experience manager works well in integration with other solutions, unless the destination application is designed to trigger frequent calls to AEM.

Incentivized

Extremely fast, practically in real time.

Adobe Experience Manager, in all its capacity, is a great alternative to any other CMS you are using. It helps in rapid development and makes life easier for maintaining the website for multi-language sites. Technical know-how is eliminated at content authoring. Better documentation in terms of live examples with videos would be appreciated.

Incentivized

Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.

Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.

Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.

Depending on your individual needs, It is really quite simple to create an authoring experience for a website that looks really good. I have been part of many implementations and many teams and have seen many projects that were super successful and others that were not implemented well. AEM has room for a lot of flexibility in the implementation process compared to other CMS like SharePoint

Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.

SSO is one fits all, so we don't have to have a separate SSO for each application of Adobe The integration with Analytics works perfectly and bring directly value really quickly Target remains more complicated to set up, but can also bring a lot of value once integrated with the rest of the Adobe platform The fact that the solution is Cloud services is also a big advantage for maintenance

Incentivized

Early on we did comparisons with Hootsuite and later with Adobe. While they have similarities, the difference at the time and likely currently, was the personal interest and general accessibility of Conversocial's platform and people. The combination of an effective CRM solution and a team that was readily available to help proved to be the winning formula for our business.

• Makes it easy to reuse components across multiple pages and site, which reduces the overhead needed to create all the individual components.
• Improves business process agility by allowing users to easily create entirely new pages or content by using existing templates
• Increases conversion rates across our sites by enabling a more consistent experience for users

Incentivized

• One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction.
• The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%.
• We can track that we are responding to a fan's first message within 30 minutes.
• We can track the number of messages each user engages with.
• We can see the most effective times of day to post and reply.