Have A Question About Customer Experience Management?

Our experts can help. 279,075 professionals have used our research on 6,309 solutions.

Have A Question About Customer Experience Management?

Our experts can help. 279,075 professionals have used our research on 6,309 solutions.
Chart Key
Average Rating
Average rating based on reviews
Views
Number of total page views
Comparisons
Number of times compared to another product
Reviews
Total number of reviews on IT Central Station
Followers
Number of followers on IT Central Station
The total ranking of a product, represented by the bar length, is based on a weighted aggregate score. The score is calculated as follows: The product with the highest count in each area gets the highest available score. (20 points for Reviews; 16 points for Views, Comparisons, and Followers.) Every other product gets assigned points based on its total in proportion to the #1 product in that area. For example, if a product has 80% of the number of reviews compared to the product with the most reviews then the product's score for reviews would be 20% (weighting factor) * 80% = 16. For Average Rating, the maximum score is 32 points awarded linearly based on our rating scale of 1-10. If a product has fewer than ten reviews, the point contribution for Average Rating is reduced (one-third reduction in points for products with 5-9 reviews; two-thirds reduction for products with fewer than five reviews). Reviews that are more than 24 months old, as well as those written by resellers, are completely excluded from the ranking algorithm.
Most Views
From IT Central Station visitors
Most Reviews
Within the last 24 months
Most Followed
By IT Central Station users
Most Compared
From IT Central Station visitors

What is Customer Experience Management?

Customer experience management software is judged by its speed and the accuracy of collecting all the customer interactions provided. Additionally, the IT Central Station members mentioned proper analysis of the collected data as an important factor, with the transparency of the data weighing in heavily. Members also want to see the number of similar cases in a clear and easy to access manner for closer examination, measuring, and analysis. Anywhere access makes the CEM a more user-friendly tool, as well.

Customer Experience Management Reviews

Read top reviews of Customer Experience Management solutions from the IT Central Station community:
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Freshworks
Real User
Operations Manager at a retailer with 51-200 employees
Feb 15 2017

What is most valuable?

Freshdesk works out great for us because it can be accessed from anywhere where there's an internet connection. Because we use it as our own, and our partner's (that we fulfill orders for) customer service help desk, it has been a great and... more»

How has it helped my organization?

We were able to create numerous different help desks with graphic layouts matching our customers websites. Freshdesk allows us to act on behalf of different companies without their customers knowing about it, thanks to groups and agent... more»

What needs improvement?

Freshdesk has got an option where Facebook and Twitter posts can be transferred into the ticketing system. At the moment, we do not find it useful because it simply cannot pick the relevant customer service enquiries, it creates a ticket with... more»
Consultant
Senior Analyst at a tech services company with 1,001-5,000 employees
Oct 05 2016

What is most valuable?

* Java-based content management * Runtime customizations The main feature and idea of dynamically creating navigation, pages and portals are overall good and very valuable. Also, adjusting portal design (skinning) is quite easy. Then there is... more»

How has it helped my organization?

We developed a portal using the framework. Not all of the features were used though.

What needs improvement?

Some parts of the product seemed to be unstable; various exceptions which lead to reaching out for Oracle support. Using WSRP (Web service remote portlets) seems to be messy in terms of application deployment.

Have A Question About Customer Experience Management?

Our experts can help. 279,075 professionals have used our research on 6,309 solutions.
OpenText
Consultant
OpenText Consultant at a consultancy with 1,001-5,000 employees
Sep 17 2017

What is most valuable?

The integration of a document management platform with many other applications, e.g. SAP, SuccessFactors, Salesforce, SharePoint, etc. There is a large amount of documentation available, along with solution accelerators to speed up and facilitate the initial setup and integration.

What needs improvement?

Initially there can be stability issues due to unknown factors such as usage of the system, quantity of documents ingested, load during peak hours. Over time, these stability issues can be solved by tweaking the system and scaling according to the volumes and requests done to the system.
Consultant
Oracle Fusion Middleware Consultant at a consultancy with 1,001-5,000 employees
Oct 10 2016

What do you think of Oracle WebCenter?

Valuable Features Worklist Process Spaces Discussion Board Document Viewer Blogs Wiki These features are great components in WebCenter Collaboration for presenting various middleware and ECM functionalities to the end user in a single portal application. This also gives a seamless experience with single sign-on capabilities. • Improvements to My Organization It has helped us internally to collaborate better. • Room for Improvement UCX needs improvement and better APIs for integration with custom and third-party apps; better layouts for mobility. • Use of Solution I have used it for over six years now. (I started with 11g.) • Stability Issues It can get slower under load. • Scalability Issues I have not encountered any scalability issues. • Customer...
Real User
Senior Full Stack Developer Ruby on Rails at a marketing services firm with 51-200 employees
Nov 16 2016

What do you think of Oracle WebCenter?

Valuable Features The most valuable features to me are the ability to create contents with the interface, such as creating database tables. The product's JSP APIs and REST APIs are also very useful. • Room for Improvement Rules for contents personalization, workflows, publishing content, and the satellite cache all have room for improvement! • Use of Solution I have been using Oracle WebCenter Sites for 10 years. • Stability Issues In a cluster environment, we had stability issues with the satellite cache. • Scalability Issues We did not have any scalability issues. • Customer Service and Technical Support The technical support we received was excellent. • Previous Solutions I used a free OWS solution. • Initial Setup The installation in a WebLogic...
Freshworks
Real User
Business Development Executive at Overcart
Aug 24 2017

What do you think of Freshdesk?

Valuable Features The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets. • Improvements to My Organization We're able to respond to customer inquiries much faster and with better information. • Room for Improvement It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter. • Use of Solution I have been using it for 10 months. • Deployment Issues No issues with deployment as of now. • Stability Issues No issues with stability as of now. • Scalability Issues No issues with scalability as of now. • Customer Service and Technical Support Customer Service: 8/10 Technical Support: 8/10 • Previous...
OpenText
Real User
Solutions Manager at a consultancy with 201-500 employees
Jul 27 2017

What do you think of OpenText ECM?

Valuable Features Simplicity to roll out, features available, customization options. • Improvements to My Organization All the information is now stored in a central repository that is accessible to everyone. • Room for Improvement User interface (at least in the version we are using, desktop client). • Use of Solution I've used this solution for six years. • Stability Issues Yes, but we believe those were related to our environment. • Scalability Issues No. • Customer Service and Technical Support 7 out of 10. • Previous Solutions No (we were using file servers). • Initial Setup Straightforward. • Pricing, Setup Cost and Licensing It is an expensive solution. The licensing is not that complex for the core products, but it becomes more...
Vendor
IT Principal Consultant at a tech company with 10,001+ employees
Jul 25 2017

What do you think of Oracle WebCenter?

Valuable Features The business user has the capability to update content, look, and feel. • Improvements to My Organization Each department wanted their unique content targeting. • Room for Improvement I would like to see better performance. • Use of Solution We have used this solution for two years. • Deployment Issues There were no deployment issues. • Stability Issues There were performance issues. • Scalability Issues There were no scalability issues. • Customer Service and Technical Support Customer Service: Customer service was fair. Technical Support: I would give technical support a rating of 7/10. • Previous Solutions We evaluated Sun ONE Portal Server. • Initial Setup The setup was very complicated. • Implementation Team We...
Freshworks
Real User
Customer Relations Advisor at a tech vendor with 51-200 employees
Jul 07 2016

What is most valuable?

* Email/ticket handling. * Custom email server option. * Knowledge base framework is really good, but not quite as customizable visually as Zendesk. * Also, the Freshdesk API is so powerful... We can do basically anything we can think when it... more»

How has it helped my organization?

Our customer service is built around it, and has been for years. We've grown with it, so it's hard to say how it "improved" our operations. It's all we've known. I'd hate to be without it.

What needs improvement?

Localization needs to be implemented. No option for other languages at this point in the knowledge bases. Customer service used to be fantastic, but seems to be slipping a bit as they grow larger. Still good though.

Have A Question About Customer Experience Management?

Our experts can help. 279,075 professionals have used our research on 6,309 solutions.
210
Senior Analyst
Enthusiastic developer of enterprise level applications in Java (Java EE). Professional skills in Oracle ADF application development and Oracle Fusion Middleware technology stack. Great experience in front end technologies and web development experience helps to be productive and solve issues... more>>

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