I'm using it for micro-segmentation-based campaigns and inbound and outbound campaigns.
I'm using its latest on-prem version.
Highly customizable but should have more out-of-the-box features
What is our primary use case?
What is most valuable?
You can enable it for business users or marketing users to use it in a self-service way. So, the technical team is needed to build the features or processes, and then those processes can be used in a self-service way by your non-technical users. Essentially, I'm from the technical side. I'm from the enablement team. The core thing is whenever you make a marketing process related to an inbound or outbound campaign available, the business users or marketing users can use it in a self-service way.
What needs improvement?
The product is highly customizable, but the marketing and business teams want a lot of things to be built out of the box. A lot of features that could be out of the box aren't there. The main concern is to keep the system in such a way that it provides you with some out-of-the-box features and some customizable features as well. An example would be stratification or stratified sampling of customers. It's something that is not part of the product. It's something I have built using this product. If something like this is available out of the box as part of the product, you don't have to particularly manage that.
For the outbound campaigns, there should be dynamic offer or treatment assignments.
For how long have I used the solution?
I've been using this solution for about eight years.
What do I think about the stability of the solution?
I'd rate it a six out of ten because it's a complex solution. There are many parameters, and you have to see many things. Its stability depends on the usage and many other factors. It's a process.
What do I think about the scalability of the solution?
There are about fifty users with different kinds of usage. Its users include developers, designers, business users, operations users, and administrations. All of them use this.
I'd rate it a seven out of ten in terms of scalability.
How are customer service and support?
They are fine. I'd rate them a seven out of ten.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
I've not used any similar product.
How was the initial setup?
It's complex. It cannot be easily deployed. You need to have your vendor team onboard. It's a distributed system based. It's not a simple process. It's a very complicated process. It takes a few days. The installation might not take long, but there are other things, such as configuration, migration, etc.
What about the implementation team?
We implemented it in collaboration with the vendor. For maintenance, we have a team of five to six people from the administration and operations teams.
What's my experience with pricing, setup cost, and licensing?
I'm not aware of the full cost. The financials are not with me. In terms of additional costs, there are always OpEx and CapEx. That's one way to look at it. You also need separate hardware to deploy the product.
Which other solutions did I evaluate?
I've looked into various solutions. There are solutions by Adobe, Salesforce, and probably IBM.
What other advice do I have?
I'd recommend it depending on the use case. If you need an on-prem solution, this is probably the one. It depends on how you want to use it. If you need to have a hybrid environment of separate technical users or enablers and separate business users, this is a good product because some of the products can't be used by non-technical users. The learning curve for non-technical users might be more. Even this would require some level of technical expertise for sure.
Overall, I'd rate it a seven out of ten.
Which deployment model are you using for this solution?
On-premises
