What users are saying about
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20 Ratings
Top Rated
203 Ratings

Crownpeak DQM

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20 Ratings
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Score 9.2 out of 100
Top Rated
203 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

Crownpeak DQM

Crownpeak DQM is suited for any organization looking to include automated accessibility as part of its digital compliance program. It is especially well-suited for organizations with multiple websites that need to understand where they are on their automated accessibility journey across different products, project teams, and brands at any given time.
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

Contact Center Software

Crownpeak DQM
Genesys PureConnect
7.8
Agent dashboard
Crownpeak DQM
Genesys PureConnect
7.1
Validate callers
Crownpeak DQM
Genesys PureConnect
7.8
Outbound response
Crownpeak DQM
Genesys PureConnect
7.9
Call forwarding
Crownpeak DQM
Genesys PureConnect
8.0
Click-to-call (CTC)
Crownpeak DQM
Genesys PureConnect
7.9
Warm transfer
Crownpeak DQM
Genesys PureConnect
8.5
Predictive dialing
Crownpeak DQM
Genesys PureConnect
7.8
Interactive voice response
Crownpeak DQM
Genesys PureConnect
8.1
REST APIs
Crownpeak DQM
Genesys PureConnect
7.8
Call scripts
Crownpeak DQM
Genesys PureConnect
7.7
Call tracking
Crownpeak DQM
Genesys PureConnect
7.4
Multichannel integration
Crownpeak DQM
Genesys PureConnect
7.9
CRM software integration
Crownpeak DQM
Genesys PureConnect
7.4

Workforce Optimization (WFO)

Crownpeak DQM
Genesys PureConnect
7.6
Inbound call routing
Crownpeak DQM
Genesys PureConnect
8.2
Omnichannel inbound routing
Crownpeak DQM
Genesys PureConnect
8.0
Recording
Crownpeak DQM
Genesys PureConnect
8.1
Quality management
Crownpeak DQM
Genesys PureConnect
8.1
Call analytics
Crownpeak DQM
Genesys PureConnect
7.3
Historical reporting
Crownpeak DQM
Genesys PureConnect
6.9
Live reporting
Crownpeak DQM
Genesys PureConnect
7.3
Customer surveys
Crownpeak DQM
Genesys PureConnect
7.6
Customer interaction analytics
Crownpeak DQM
Genesys PureConnect
7.3

Pros

Crownpeak DQM

  • Ensures quality and consistency of content implementation across distributed teams and markets.
  • Quick and easy content updates across global digital ecosystems.
  • Custom checkpoints to identify, highlight and manage business updates across multiple websites (e.g. product detail, terminology, customer messaging, brand updates)
Andy Wood | 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

Crownpeak DQM

  • It would be helpful if the Issues page under Website showed the WCAG level for each issue (A, AA, AAA). You currently have to look up the guideline to find the level.
  • There is no indicator that a page is currently being scanned. During a website scan, some of the reports are blank or missing information. Having a notification on the main page showing which websites are being scanned would be helpful.
  • Some ADA compliance items are left off, such as keyboard navigation, tabbing, etc.
  • It doesn't view the websites on mobile devices or if using a screen reader. Some pages or formatting changes depending on resolution. The DQM, from what I have seen, doesn't account for that.
Charles Adams | TrustRadius Reviewer

Genesys PureConnect

  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Crownpeak DQM

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.6
Based on 12 answers
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
Anonymous | TrustRadius Reviewer

Usability

Crownpeak DQM

Crownpeak DQM 7.8
Based on 10 answers
To be quite honest I am literally addicted to the tool, over the weekend rescans happen and as soon as I wake up on Saturday, Sunday, and Monday new scores have come in that I love to already take a [peek] at. This is just because the tool is so fun to work with and the dashboards give some great insights directly. The only reason why it doesn't score a full ten is [that] there's no way to go back to the homepage when you're on an individual item page and it's not possible to fully customize the dashboard (I'm now keeping track of past scores [through] a manually filled in Excel).
Harrie Vermeulen | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.1
Based on 8 answers
PureConnect is well suited for organizations who don't want to deploy dozens of servers for a call center. It is very appropriate if you want to be full IP : from the career connexion (SIP trunk) to the phone set. It is less appropriate if your organization is divided into many small teams and you have to manage hundreds of different teams.
Michał Sabat | TrustRadius Reviewer

Reliability and Availability

Crownpeak DQM

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 6 answers
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
Anonymous | TrustRadius Reviewer

Performance

Crownpeak DQM

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
Based on 6 answers
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect).As far as IVR operations, web service calls, database operations: they all operate reasonably.
Anonymous | TrustRadius Reviewer

Support Rating

Crownpeak DQM

Crownpeak DQM 8.6
Based on 10 answers
Online support [is] always quick to reply and usually [has] a fix ready and implemented within hours. Regular catch-ups with Account Managers [have] ensured that issues are addressed even more quickly, with the ability to see the results within days following a re-crawl of the sites. Suggestions for improvement are always taken on board.
Nick Spragg | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 7.0
Based on 15 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

Crownpeak DQM

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 4 answers
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
Anonymous | TrustRadius Reviewer

Online Training

Crownpeak DQM

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
Anonymous | TrustRadius Reviewer

Implementation Rating

Crownpeak DQM

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 6.1
Based on 21 answers
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
Laurent Pret | TrustRadius Reviewer

Alternatives Considered

Crownpeak DQM

Crownpeak Digital Quality Management (DQM) has all the tools in one dashboard for all possible needs of a website to resolve SEO and other issues. Whereas WordPress is more of searching for the right plugin to assist in finding all the issues you might have a need to address.

Araceli Carrasco | 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

Crownpeak DQM

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 3 answers
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
Anonymous | TrustRadius Reviewer

Return on Investment

Crownpeak DQM

  • DQM was definitely a positive ROI. We were able to find and fix several issues because of it. This will undoubtedly save us from possible future lawsuits.
  • DQM has gained IT more trust from Legal. They see that we are being proactive when it comes to potential legal issues.
  • DQM has taken some of the guesswork out of development. We can easily identify issues and steps to correct them. It has also given us best practice techniques.
Charles Adams | 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

Pricing Details

Crownpeak DQM

General

Free Trial
Yes
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

Crownpeak DQM
8.8
Genesys PureConnect
8.0

Likelihood to Renew

Crownpeak DQM
Genesys PureConnect
8.6

Usability

Crownpeak DQM
7.8
Genesys PureConnect
8.1

Reliability and Availability

Crownpeak DQM
Genesys PureConnect
9.1

Performance

Crownpeak DQM
Genesys PureConnect
8.8

Support Rating

Crownpeak DQM
8.6
Genesys PureConnect
7.0

In-Person Training

Crownpeak DQM
Genesys PureConnect
8.2

Online Training

Crownpeak DQM
Genesys PureConnect
8.3

Implementation Rating

Crownpeak DQM
Genesys PureConnect
6.1

Scalability

Crownpeak DQM
Genesys PureConnect
8.2

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