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IBM Watson Customer Experience Analytics vs OpenText Extended ECM comparison

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Featured Review
Mouhanad Chebib
Great granular DOM level with excellent analytics and reporting
VijaySharma
Useful for document management purposes but needs to improve user interface
We help clients to upgrade and migrate. Without the product, we wouldn't be in business.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The ability to create meaningful reports and dashboards to tell stories."

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"Scalability is great. We can extend areas horizontally and vertically.""We can configure the solution with any industry's products per customer requirements.""Most of our customers are very fond of the upgraded smart user interface.""The ability to add metadata and use that to categorize information is a valuable feature of OpenText Extended ECM.""It's a very good solution.""Retention is useful. I have been pleased with the search functionality and the extensibility for tying it into integrations with other systems and building workflows on top of it.""Simplicity to roll out, features available, customization options.""OpenText Extended ECM's most valuable features include permissions and security models. I also like the tool's ability to add metadata and use it to categorize information."

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Cons
"The technical side requires development skills during implementation. This could be simplified."

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"There are no additional features that I would like to see. I am pretty happy with it, but their support could be a bit better.""The architecture needs improvement, as it's complex.""The initial setup can get really complicated, and it takes time.""The tool's documentation is not proper and has missing information like steps.""The annotation tool needs improvement. In other tools, such as Hyland OnBase, you can easily do annotation. You can easily merge documents. You can easily compare documents, whereas with OpenText, it seems to be a challenge.""We are looking for new, advanced UI features. Currently, the UI does not look great.""I have not used it enough to start running into issues. Some of my technical guys could name a couple of things, but in terms of support, we did have challenges getting good responses from them.""The solution's performance, stability, and consistency could be improved."

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Pricing and Cost Advice
Information Not Available
  • "The licensing is not that complex for the core products, but it becomes more complicated for some additional modules."
  • "Both Open Text ECM and IBM File share are expensive."
  • "It is a little more expensive than our previous solution, but because of the fact that it has become a rallying point for different groups to come under, it might end up paying off better in the long run by not having seven siloed solutions. Even though this one solution is a little pricey, it might eliminate other ones."
  • "The tool's pricing is confusing to the end customer."
  • "The solution is expensive."
  • "OpenText Extended ECM is an expensive solution."
  • "The product is pricey."
  • "OpenText Extended ECM's pricing and licensing are aggressive and confusing for the end customer."

    • More OpenText Extended ECM Pricing and Cost Advice →

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    Questions from the Community
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    What do you like most about OpenText Content Suite Platform?
    Top Answer:We also have a module on top of the Content Server called WebReports that has been one of the things that helped us facilitate the workflow and give managers good reporting and visibility into where… more »
    Read all 4 answers   →
    What is your experience regarding pricing and costs for OpenText Content ...
    Top Answer:It is a little more expensive than our previous solution, but because of the fact that it has become a rallying point for different groups to come under, it might end up paying off better in the long… more »
    Read all 2 answers   →
    What needs improvement with OpenText Content Suite Platform?
    Top Answer:We make iterations on it. Every year, they usually ask for some small things. Overall, they are pretty happy with it. Being the IT person here, I do think there are areas for improvement, but both for… more »
    Read all 4 answers   →
    Ranking
    1st
    out of 17 in Customer Data Analysis
    Views
    212
    Comparisons
    95
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    3rd
    out of 46 in Enterprise Content Management
    Views
    3,975
    Comparisons
    3,070
    Reviews
    12
    Average Words per Review
    692
    Rating
    7.5
    Comparisons
    Also Known As
    IBM Coremetrics Digital Marketing Optimization aSuite, IBM Tealeaf, IBM Coremetrics Web Analytics
    OpenText Content Suite Platform
    Learn More
    IBM
    OpenText
    Overview

    IBM Watson Customer Experience Analytics is a powerful tool that enables organizations to gain deep insights into customer behavior and preferences. Its primary use case is to analyze customer interactions across various touchpoints, such as websites, mobile apps, and social media platforms.

    The most valuable functionality of Watson Customer Experience Analytics is its ability to provide a holistic view of the customer journey. It combines data from multiple sources, including clickstream data, customer feedback, and sentiment analysis, to deliver comprehensive insights. This allows organizations to understand the entire customer experience, identify pain points, and make data-driven decisions to improve customer satisfaction.

    By leveraging advanced analytics and AI capabilities, Watson Customer Experience Analytics helps organizations uncover hidden patterns and trends in customer behavior. It provides actionable insights that enable businesses to optimize their marketing strategies, personalize customer experiences, and enhance overall customer satisfaction.

    Furthermore, this tool helps organizations identify opportunities for cross-selling and upselling by understanding customer preferences and purchase patterns. It also enables businesses to proactively address customer issues and reduce churn by identifying dissatisfied customers and resolving their concerns promptly.

    OpenText Extended ECM (formerly OpenText Content Suite Platform) is an enterprise content management platform that securely governs the information lifecycle by integrating with leading enterprise applications, such as SAP, Microsoft 365, Salesforce and SAP SuccessFactors. Bringing content and processes together, Extended ECM provides access to information when and where it’s needed, improves decision-making and drives operational effectiveness.

    Sample Customers
    IMM, Whogohost Ltd., Stonyfield, Grupo WTW, Big Scary Cranium, Brockenhurst College, SiteMinis, RCI Banque Espana
    ATCO Australia, MSIG Asia, Orica, Salt River Project
    Top Industries
    No Data Available
    REVIEWERS
    Computer Software Company18%
    Energy/Utilities Company18%
    Manufacturing Company18%
    Financial Services Firm18%
    VISITORS READING REVIEWS
    Government13%
    Computer Software Company11%
    Financial Services Firm11%
    Manufacturing Company8%
    Company Size
    No Data Available
    REVIEWERS
    Small Business43%
    Midsize Enterprise13%
    Large Enterprise43%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise15%
    Large Enterprise69%

    IBM Watson Customer Experience Analytics is ranked 1st in Customer Data Analysis while OpenText Extended ECM is ranked 3rd in Enterprise Content Management with 18 reviews. IBM Watson Customer Experience Analytics is rated 10.0, while OpenText Extended ECM is rated 7.8. The top reviewer of IBM Watson Customer Experience Analytics writes "Great granular DOM level with excellent analytics and reporting". On the other hand, the top reviewer of OpenText Extended ECM writes "Serves as a single source of support for the company but has scalability issues". IBM Watson Customer Experience Analytics is most compared with IBM Watson Commerce Insights and Anthology Engage, whereas OpenText Extended ECM is most compared with OpenText Documentum, SharePoint, IBM FileNet, Hyland OnBase and Alfresco.

    We monitor all Customer Data Analysis reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.