Crownpeak DQM vs Genesys PureConnect

• 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)

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• 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.

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• 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.

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• 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.

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• 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.

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• 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.

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