What users are saying about
Top Rated
24 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.2 out of 100
Based on 24 reviews and ratings
210 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.6 out of 100
Based on 210 reviews and ratings
Feature Set Ratings
Contact Center Software
Crownpeak DQM
Feature Set Not Supported
N/A

7.4
Genesys PureConnect
74%
Genesys PureConnect ranks higher in 13/13 features
Genesys PureConnect ranks higher in 13/13 features
Agent dashboard
N/A
0 Ratings

6.5
65%
52 Ratings
Validate callers
N/A
0 Ratings

7.5
75%
46 Ratings
Outbound response
N/A
0 Ratings

7.0
70%
39 Ratings
Call forwarding
N/A
0 Ratings

7.9
79%
53 Ratings
Click-to-call (CTC)
N/A
0 Ratings

6.3
63%
42 Ratings
Warm transfer
N/A
0 Ratings

8.4
84%
54 Ratings
Predictive dialing
N/A
0 Ratings

7.1
71%
35 Ratings
Interactive voice response
N/A
0 Ratings

7.3
73%
42 Ratings
REST APIs
N/A
0 Ratings

8.1
81%
35 Ratings
Call scripts
N/A
0 Ratings

7.2
72%
37 Ratings
Call tracking
N/A
0 Ratings

7.8
78%
52 Ratings
Multichannel integration
N/A
0 Ratings

7.3
73%
42 Ratings
CRM software integration
N/A
0 Ratings

7.5
75%
36 Ratings
Workforce Optimization (WFO)
Crownpeak DQM
Feature Set Not Supported
N/A

7.6
Genesys PureConnect
76%
Genesys PureConnect ranks higher in 9/9 features
Genesys PureConnect ranks higher in 9/9 features
Inbound call routing
N/A
0 Ratings

8.2
82%
49 Ratings
Omnichannel inbound routing
N/A
0 Ratings

8.0
80%
37 Ratings
Recording
N/A
0 Ratings

8.5
85%
50 Ratings
Quality management
N/A
0 Ratings

7.5
75%
44 Ratings
Call analytics
N/A
0 Ratings

7.5
75%
41 Ratings
Historical reporting
N/A
0 Ratings

7.2
72%
50 Ratings
Live reporting
N/A
0 Ratings

8.2
82%
46 Ratings
Customer surveys
N/A
0 Ratings

6.8
68%
34 Ratings
Customer interaction analytics
N/A
0 Ratings

6.4
64%
29 Ratings
Attribute Ratings
- Crownpeak Digital Quality Management (DQM) is rated higher in 7 areas: Likelihood to Recommend, Likelihood to Renew, Performance, Support Rating, Online Training, Implementation Rating, Product Scalability
- Genesys PureConnect is rated higher in 1 area: Usability
- Crownpeak Digital Quality Management (DQM) and Genesys PureConnect are tied in 1 area: Availability
Likelihood to Recommend
8.9
Crownpeak DQM
89%
13 Ratings

7.7
Genesys PureConnect
77%
113 Ratings
Likelihood to Renew
9.6
Crownpeak DQM
96%
2 Ratings

8.6
Genesys PureConnect
86%
12 Ratings
Usability
8.3
Crownpeak DQM
83%
12 Ratings

8.7
Genesys PureConnect
87%
9 Ratings
Availability
9.1
Crownpeak DQM
91%
1 Rating

9.1
Genesys PureConnect
91%
6 Ratings
Performance
9.1
Crownpeak DQM
91%
1 Rating

8.8
Genesys PureConnect
88%
6 Ratings
Support Rating
8.7
Crownpeak DQM
87%
12 Ratings

7.8
Genesys PureConnect
78%
16 Ratings
In-Person Training
Crownpeak DQM
N/A
0 Ratings

8.2
Genesys PureConnect
82%
4 Ratings
Online Training
9.1
Crownpeak DQM
91%
1 Rating

8.3
Genesys PureConnect
83%
3 Ratings
Implementation Rating
9.1
Crownpeak DQM
91%
1 Rating

6.1
Genesys PureConnect
61%
21 Ratings
Product Scalability
9.1
Crownpeak DQM
91%
1 Rating

8.2
Genesys PureConnect
82%
3 Ratings
Likelihood to Recommend
Crownpeak DQM
If you have a fully customized cms and have people working on the site with html and css knowledge this is the best tool ever, all specifics can be checked. Using ab tests and optimization services we identify best practices of the website and everywhere the best practices aren't implemented we find using the custom checkpoints. Aspects that cannot be automated via a quick IT solution is turned into a checkpoint and that's great!
Subject Matter Expert (SME)
PhilipsHealth, Wellness and Fitness, 10,001+ employees
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.
Telecom / Network Systems Manager
Certified Languages InternationalTranslation and Localization, 51-200 employees
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)
Director & Co-founder
Renegade AgencyMarketing & Advertising, 11-50 employees
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.
IT Manager
Gulf Contact CentersOutsourcing/Offshoring, 51-200 employees
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.
Software Engineer
Murphy Oil USA IncorporatedRetail, 5001-10,000 employees
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.

Verified User
Manager in Information Technology
Financial Services Company, 51-200 employeesPricing Details
Crownpeak DQM
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Genesys PureConnect
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Likelihood to Renew
Crownpeak DQM
Crownpeak DQM 9.6
Based on 2 answers
We've seen competitors, they're not doing as well of a job as dqm is. It's a wonderful tool and there a huge opportunities for crownpeak
Subject Matter Expert (SME)
PhilipsHealth, Wellness and Fitness, 10,001+ employees
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.

Verified User
Technician in Information Technology
Financial Services Company, 1001-5000 employeesUsability
Crownpeak DQM
Crownpeak DQM 8.3
Based on 12 answers
I had a small learning curve in order to become fluent with the platform as it doesn't work like the other automated accessibility tools that I've used. However, once I was up to speed, I like it better than any of the other tools and find the data more useful, digestible, and relevant.

Verified User
Executive in Corporate
Internet Company, 1-10 employeesGenesys PureConnect
Genesys PureConnect 8.7
Based on 9 answers
Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources

Verified User
Administrator in Information Technology
Retail Company, 10,001+ employeesReliability and Availability
Crownpeak DQM
Crownpeak DQM 9.1
Based on 1 answer
Haven't had issues accessing the dashboard when needed.
Partner, Development Services
iMedia incInternet, 11-50 employees
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).

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesPerformance
Crownpeak DQM
Crownpeak DQM 9.1
Based on 1 answer
No issues with speed and performance
Partner, Development Services
iMedia incInternet, 11-50 employees
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.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesSupport Rating
Crownpeak DQM
Crownpeak DQM 8.7
Based on 12 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.
Digital Content Manager
Atlanta GroupFinancial Services, 501-1000 employees
Genesys PureConnect
Genesys PureConnect 7.8
Based on 16 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.
Telecom Services Manager
Capquest Group LtdFinancial Services, 201-500 employees
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.

Verified User
Technician in Information Technology
Financial Services Company, 1001-5000 employeesOnline Training
Crownpeak DQM
Crownpeak DQM 9.1
Based on 1 answer
Product is straight-forward but the training was helpful and beneficial
Partner, Development Services
iMedia incInternet, 11-50 employees
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.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesImplementation Rating
Crownpeak DQM
Crownpeak DQM 9.1
Based on 1 answer
Ensure that you are ready with a solid process to address issues
Partner, Development Services
iMedia incInternet, 11-50 employees
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.
Solutions Architect
Arval United KingdomBanking, 5001-10,000 employees
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.
Software Development Analyst
Mercury Insurance Services, LLC/AIS InsuranceInformation Services, 1001-5000 employees
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.
Network Engineer VOIP Level 3
Sutter HealthHospital & Health Care, 10,001+ employees
Scalability
Crownpeak DQM
Crownpeak DQM 9.1
Based on 1 answer
haven't had issues accessing when needed.
Partner, Development Services
iMedia incInternet, 11-50 employees
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.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesReturn on Investment
Crownpeak DQM
- When driving Customer Care, it was great to be able to add the Autofix tool to the web estate - a quick-win that really drives the accessibility agenda.
- Building reports off the back of DQM gives senior stakeholders an understanding of the importance of usability and accessibility.
- The gamification of league tables highlights to stakeholders the areas that need focus and budget in order to improve.

Verified User
Manager in Marketing
Financial Services Company, 1001-5000 employeesGenesys 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.
Senior Telecommunications Engineer
Ultimate Medical AcademyEducation Management, 1001-5000 employees