What users are saying about
Top Rated
198 Ratings
176 Ratings
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Score 8.2 out of 100
Top Rated
198 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

Adobe Experience Manager

Adobe Experience Manager is well suited for large organizations that need a powerful, comprehensive and robust CMS to manage multiple websites/translations of websites. It is also well suited for those who need a CMS that is well integrated with other systems such as analytics, targeting and email marketing, or those who want some fancy add ons like Adobe smart tags or AI-enhanced capabilities.It is also an expensive product with a steep learning curve, so it is less appropriate for smaller companies/individuals or those that don't need an overly robust system that is integrated with other digital marketing tools. If you're looking for a more affordable solution that is easy to pick up and play, go with a more basic WordPress or Joomla type option.
Anonymous | TrustRadius Reviewer

Genesys PureConnect

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Jim Barber | TrustRadius Reviewer

Feature Rating Comparison

Security

Adobe Experience Manager
8.4
Genesys PureConnect
Role-based user permissions
Adobe Experience Manager
8.4
Genesys PureConnect

Platform & Infrastructure

Adobe Experience Manager
8.0
Genesys PureConnect
API
Adobe Experience Manager
7.8
Genesys PureConnect
Internationalization / multi-language
Adobe Experience Manager
8.2
Genesys PureConnect

Web Content Creation

Adobe Experience Manager
7.1
Genesys PureConnect
WYSIWYG editor
Adobe Experience Manager
6.7
Genesys PureConnect
Code quality / cleanliness
Adobe Experience Manager
6.9
Genesys PureConnect
Admin section
Adobe Experience Manager
7.3
Genesys PureConnect
Page templates
Adobe Experience Manager
7.4
Genesys PureConnect
Library of website themes
Adobe Experience Manager
7.0
Genesys PureConnect
Mobile optimization / responsive design
Adobe Experience Manager
7.3
Genesys PureConnect
Publishing workflow
Adobe Experience Manager
7.3
Genesys PureConnect
Form generator
Adobe Experience Manager
7.0
Genesys PureConnect

Web Content Management

Adobe Experience Manager
6.8
Genesys PureConnect
Content taxonomy
Adobe Experience Manager
7.8
Genesys PureConnect
SEO support
Adobe Experience Manager
6.3
Genesys PureConnect
Bulk management
Adobe Experience Manager
6.8
Genesys PureConnect
Availability / breadth of extensions
Adobe Experience Manager
6.4
Genesys PureConnect
Community / comment management
Adobe Experience Manager
6.8
Genesys PureConnect

Contact Center Software

Adobe Experience Manager
Genesys PureConnect
7.7
Agent dashboard
Adobe Experience Manager
Genesys PureConnect
7.2
Validate callers
Adobe Experience Manager
Genesys PureConnect
7.9
Outbound response
Adobe Experience Manager
Genesys PureConnect
7.7
Call forwarding
Adobe Experience Manager
Genesys PureConnect
8.0
Click-to-call (CTC)
Adobe Experience Manager
Genesys PureConnect
7.7
Warm transfer
Adobe Experience Manager
Genesys PureConnect
8.6
Predictive dialing
Adobe Experience Manager
Genesys PureConnect
7.6
Interactive voice response
Adobe Experience Manager
Genesys PureConnect
8.1
REST APIs
Adobe Experience Manager
Genesys PureConnect
7.4
Call scripts
Adobe Experience Manager
Genesys PureConnect
7.5
Call tracking
Adobe Experience Manager
Genesys PureConnect
7.3
Multichannel integration
Adobe Experience Manager
Genesys PureConnect
7.8
CRM software integration
Adobe Experience Manager
Genesys PureConnect
7.2

Workforce Optimization (WFO)

Adobe Experience Manager
Genesys PureConnect
7.5
Inbound call routing
Adobe Experience Manager
Genesys PureConnect
8.1
Omnichannel inbound routing
Adobe Experience Manager
Genesys PureConnect
8.0
Recording
Adobe Experience Manager
Genesys PureConnect
8.0
Quality management
Adobe Experience Manager
Genesys PureConnect
7.8
Call analytics
Adobe Experience Manager
Genesys PureConnect
7.3
Historical reporting
Adobe Experience Manager
Genesys PureConnect
6.8
Live reporting
Adobe Experience Manager
Genesys PureConnect
7.1
Customer surveys
Adobe Experience Manager
Genesys PureConnect
7.3
Customer interaction analytics
Adobe Experience Manager
Genesys PureConnect
7.0

Pros

Adobe Experience Manager

  • Adobe Experience Manager keeps your content separate from your layout which allows for a lot of flexibility in how you display your content.
  • Adobe Experience Manager integrates really well with other Adobe products like Adobe Analytics.
  • Adobe Experience Manager 's drag and drop interface makes it fairly easy to utilize with minimal familiarity.
Tolulope Lawal | TrustRadius Reviewer

Genesys PureConnect

  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
Shahbaz Chughtai | TrustRadius Reviewer

Cons

Adobe Experience Manager

  • Upgrading and applying patches can be hit or miss - I recommend backups because of the potential to damage the existing infrastructure
  • Space management is an issue - every change or request takes up space that can be reclaimed, but only through a complicated procedure done through command prompts. There was no documentation for this on their site and we had to use a third party to create the procedure. It has to be run manually.
  • There isn't a good backup system, particularly one that can be scheduled to run reliably.
Diana Williams | TrustRadius Reviewer

Genesys PureConnect

  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
Kristen Reeves | TrustRadius Reviewer

Likelihood to Renew

Adobe Experience Manager

Adobe Experience Manager 9.0
Based on 5 answers
We had and still have a fantastic experience using Adobe CQ. Lots of flexibility, great integration with other Adobe products we already use and a powerful technology make it a great fit for our corporate environment. Also as the community grows, it makes it easier to network with other developers and users to get new ideas on how to continue to get the best out of the software.
Fernando Galeano | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.3
Based on 12 answers
It just works! 14 years of working with the product informs my viewpoint. Sure have had their bumps like any other application, but have seen them respond time and again and have seen the product mature.
Jason Neton | TrustRadius Reviewer

Usability

Adobe Experience Manager

Adobe Experience Manager 10.0
Based on 2 answers
I personally feel that AEM is very intuitive to use from an authoring standpoint. The entire CMS was engineered around the author. Everything about AEM is geared to helping authors generate and maintain content. There are ways that tool tips can be customized so that any individual could simply hover over and be guided step by step on how to author web content
Vagner Polund | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 7.4
Based on 7 answers
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Ruud Reinold | TrustRadius Reviewer

Reliability and Availability

Adobe Experience Manager

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 3 answers
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Ruud Reinold | TrustRadius Reviewer

Performance

Adobe Experience Manager

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
Based on 3 answers
This is highly dependent on the solution in place, data links between sites and specifications of the underlying databases.

Under specified means poor performance. Correctly or over specified gives a satisfactory performance.
Ruud Reinold | TrustRadius Reviewer

Support Rating

Adobe Experience Manager

Adobe Experience Manager 9.0
Based on 1 answer
Its so far the best Content Management System, available in market.
Anonymous | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 5.6
Based on 14 answers
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Ruud Reinold | TrustRadius Reviewer

In-Person Training

Adobe Experience Manager

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 4 answers
I’ve received on several occasions training from Genesys (and previously Interactive Intelligence). These are high value training courses but their quality is excellent and goes usually beyond the actual training creating long lasting connections between the attendees.
Ruud Reinold | TrustRadius Reviewer

Online Training

Adobe Experience Manager

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
I’ve done a view online courses and the lecturers are very helpful and explain things in different ways if the first example isn’t clear enough. What is helpful to understand things better.
Ruud Reinold | TrustRadius Reviewer

Implementation Rating

Adobe Experience Manager

Adobe Experience Manager 8.7
Based on 2 answers
Depending on your individual needs, It is really quite simple to create an authoring experience for a website that looks really good. I have been part of many implementations and many teams and have seen many projects that were super successful and others that were not implemented well. AEM has room for a lot of flexibility in the implementation process compared to other CMS like SharePoint
Vagner Polund | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 6.1
Based on 14 answers
You have to be sure that you choose the right reseller & vendor who can work seemles as one team.
Ruud Reinold | TrustRadius Reviewer

Alternatives Considered

Adobe Experience Manager

I think AEM is specific to the client's needs and is not necessarily comparable to all other platforms. However, when compared feature to feature I think AEM many times is a leader in the industry. While WordPress has progressed in the WYSIWYG interface it is not there still today and this is truly where AEM shines against all of the other CMS platforms.
Mike Plant | TrustRadius Reviewer

Genesys PureConnect

Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Micheal McComber | TrustRadius Reviewer

Scalability

Adobe Experience Manager

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 3 answers
Most issues we encountered are related to telecom providers or environmental (MPLS nd firewall) issues, not due to product problems.
Ruud Reinold | TrustRadius Reviewer

Return on Investment

Adobe Experience Manager

  • Our brand requires a high level of polish and crisp functionality. AEM provides that for us. We do look as good as possible and it reflects well on our brand.
  • We can product new pages rapidly with our modules and so we can keep our content fresh and relevant.
  • Our brand value has risen considerably since we polished our web properties with AEM.
Saren Sakurai | TrustRadius Reviewer

Genesys PureConnect

  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Blake Dunham | TrustRadius Reviewer

Screenshots

Adobe Experience Manager

Pricing Details

Adobe Experience Manager

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys PureConnect

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Adobe Experience Manager
8.0
Genesys PureConnect
8.1

Likelihood to Renew

Adobe Experience Manager
9.0
Genesys PureConnect
8.3

Usability

Adobe Experience Manager
10.0
Genesys PureConnect
7.4

Reliability and Availability

Adobe Experience Manager
Genesys PureConnect
9.1

Performance

Adobe Experience Manager
Genesys PureConnect
8.8

Support Rating

Adobe Experience Manager
9.0
Genesys PureConnect
5.6

In-Person Training

Adobe Experience Manager
Genesys PureConnect
8.3

Online Training

Adobe Experience Manager
Genesys PureConnect
8.3

Implementation Rating

Adobe Experience Manager
8.7
Genesys PureConnect
6.1

Scalability

Adobe Experience Manager
Genesys PureConnect
8.2

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