Better fit for smaller players
Pros
- Face-lifted platforms: CX Messenger (formerly Sonic), CX Monitor (formerly Actional), CX Process (formerly Savvion)
- User-friendly UI
- Relatively painless implementation
Cons
- 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
Return on Investment
- 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.
Other Software Used
Aurea CRM, ServiceNow, Tableau Server, Tableau Desktop, Tableau Online, Citrix NetScaler
