Cisco Webex Experience Management (discontinued) vs. Clarabridge (discontinued)

[Cisco] Webex Experience Management is suited ideally in these places 1. Greenfield Opportunities 2. Measuring Customer journey's throughout the customer lifecycle and seeing where the optimal service fails or needs improvement [Cisco] Webex Experience is NOT suited in scenarios where 1. Customer has invested in Medallia or Qualtrics and is happy using them. The incentive to make the change is not tangible and having to retrain and relaunch using a new tool seems to be not sellable.

Incentivized

Call centers with heavy volumes can really benefit from Clarabridge.

Incentivized

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

Incentivized

• Categorization: It is able to take the data and truly put into different categories based on what you create/ choose in the admin panel.
• Sentiment analysis: It creates a sentiment (which you can edit) for every single word in the survey.
• Customer Service: they are very quick and on point with requests and communicating new releases as well as training/ assistance.

Incentivized

• Not always intuitive or user friendly
• Getting the most out of the software requires dedicated personnel/time
• Not that useful unless you'll do something with the data

Incentivized

• User interface could be more intuitive.

Incentivized

We are happy with Cisco webex services. Webex is great platform to conduct our all kind of online meets.

Incentivized

Extensive featureset, great customer service.

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

Incentivized

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.

Incentivized

Cisco Webex Experience Management gives time series analysis and helps in formalizes long term strategies and marketing plans. It gives overall scores about various parameters of comparisons, charts giving comparison between various time periods, may be daily, weekly, monthly and yearly pattern of customers. The direct interaction with customer is possible only in this application. Being a cloud based application it is also easy to manage.The platform creates a wonderful interaction between various stake holders which helps in long run.

Incentivized

Clarabridge is far superior and the two truly can not be compared or spoken of in the same category. I would be open to the discussion of the many differences

Incentivized

• We have been able to show that an improved Member Satisfaction score often leads to cost savings and deeper share of wallet.
• We have been able to survey our members throughout the lifetime of their relationship with us and gage their overall satisfaction.

Incentivized

• SLA Fractures quite a bit especially when we were in FB Jail
• KPI not being met because of lack of publishing and responses
• Customer Service suffered from not having a way to DM everyone

Incentivized