Crownpeak Digital Accessibility and Quality vs. Genesys PureConnect (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Crownpeak Digital Accessibility and Quality
Score 9.4 out of 10
N/A
Crownpeak Digital Accessibility and Quality is a digital governance and web content management and monitoring solution designed to support excellent customer experience across all digital touchpoints, supporting web accessibility needs, error catching, SEO best practices, brand compliance, and analytics with benchmarking. Crownpeak Digital Accessibility and Quality can be integrated into an existing CMS.N/A
Genesys PureConnect (discontinued)
Score 6.1 out of 10
N/A
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.N/A
Pricing
Crownpeak Digital Accessibility and QualityGenesys PureConnect (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Crownpeak Digital Accessibility and QualityGenesys PureConnect (discontinued)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Crownpeak Digital Accessibility and QualityGenesys PureConnect (discontinued)
Top Pros
Top Cons
Features
Crownpeak Digital Accessibility and QualityGenesys PureConnect (discontinued)
Accessibility Testing
Comparison of Accessibility Testing features of Product A and Product B
Crownpeak Digital Accessibility and Quality
6.5
1 Ratings
4% below category average
Genesys PureConnect (discontinued)
-
Ratings
Accessibility Scanning and Assessment6.41 Ratings00 Ratings
Automatic or Scheduled Scanning8.21 Ratings00 Ratings
Automatic Fixes6.41 Ratings00 Ratings
Issue Ranking6.41 Ratings00 Ratings
Manual Auditing Services6.41 Ratings00 Ratings
Compliance Reporting and Tracking6.41 Ratings00 Ratings
HTML and CSS scanning6.41 Ratings00 Ratings
PDF scanning6.41 Ratings00 Ratings
JavaScript scanning6.41 Ratings00 Ratings
Integrations and Interoperability6.41 Ratings00 Ratings
Color/Contrast Analysis6.41 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Crownpeak Digital Accessibility and Quality
-
Ratings
Genesys PureConnect (discontinued)
7.9
64 Ratings
6% below category average
Agent dashboard00 Ratings6.755 Ratings
Validate callers00 Ratings7.548 Ratings
Outbound response00 Ratings8.541 Ratings
Call forwarding00 Ratings7.756 Ratings
Click-to-call (CTC)00 Ratings8.043 Ratings
Warm transfer00 Ratings8.357 Ratings
Predictive dialing00 Ratings7.936 Ratings
Interactive voice response00 Ratings8.045 Ratings
REST APIs00 Ratings7.037 Ratings
Call scripts00 Ratings8.539 Ratings
Call tracking00 Ratings7.755 Ratings
Multichannel integration00 Ratings9.044 Ratings
CRM software integration00 Ratings8.038 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Crownpeak Digital Accessibility and Quality
-
Ratings
Genesys PureConnect (discontinued)
5.5
54 Ratings
40% below category average
Inbound call routing00 Ratings6.551 Ratings
Omnichannel inbound routing00 Ratings6.539 Ratings
Recording00 Ratings4.552 Ratings
Quality management00 Ratings4.546 Ratings
Call analytics00 Ratings3.043 Ratings
Historical reporting00 Ratings5.052 Ratings
Live reporting00 Ratings6.548 Ratings
Customer surveys00 Ratings7.935 Ratings
Customer interaction analytics00 Ratings5.130 Ratings
Best Alternatives
Crownpeak Digital Accessibility and QualityGenesys PureConnect (discontinued)
Small Businesses
BrowserStack
BrowserStack
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Siteimprove
Siteimprove
Score 8.7 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
BrowserStack
BrowserStack
Score 8.3 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Crownpeak Digital Accessibility and QualityGenesys PureConnect (discontinued)
Likelihood to Recommend
9.6
(18 ratings)
5.3
(116 ratings)
Likelihood to Renew
9.6
(2 ratings)
8.6
(12 ratings)
Usability
9.8
(15 ratings)
7.3
(12 ratings)
Availability
9.1
(1 ratings)
9.1
(3 ratings)
Performance
9.1
(1 ratings)
8.8
(3 ratings)
Support Rating
9.7
(15 ratings)
4.0
(12 ratings)
In-Person Training
-
(0 ratings)
8.2
(4 ratings)
Online Training
9.1
(1 ratings)
8.3
(3 ratings)
Implementation Rating
9.1
(2 ratings)
6.1
(7 ratings)
Configurability
7.3
(1 ratings)
9.0
(2 ratings)
Ease of integration
-
(0 ratings)
8.1
(2 ratings)
Product Scalability
9.1
(1 ratings)
8.2
(3 ratings)
Vendor post-sale
9.1
(1 ratings)
8.8
(3 ratings)
Vendor pre-sale
9.1
(1 ratings)
8.8
(3 ratings)
User Testimonials
Crownpeak Digital Accessibility and QualityGenesys PureConnect (discontinued)
Likelihood to Recommend
Crownpeak
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!
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Discontinued Products
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.
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Pros
Crownpeak
  • Preconfigured checkpoints to gather a baseline.
  • Reporting at regular intervals to identify pain points.
  • Mapping to WCAGG standard to understand how to resolve errors.
  • Ability to add customized checkpoints to align with messaging changes
  • Aggregating images in a visual repository to scan for relevancy.
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Discontinued Products
  • 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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Cons
Crownpeak
  • 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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Discontinued Products
  • 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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Likelihood to Renew
Crownpeak
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
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Discontinued Products
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.
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Usability
Crownpeak
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.
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Discontinued Products
The interface is only semi user-friendly on almost every front. Agent experience is lacking and we have found many limitations within the system. Workforce forecasting is not as robust as expected. Quality continues to be a struggle. Interaction searches are not robust.
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Reliability and Availability
Crownpeak
Haven't had issues accessing the dashboard when needed.
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Discontinued Products
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).
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Performance
Crownpeak
No issues with speed and performance
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Discontinued Products
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.
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Support Rating
Crownpeak
DQM support teams are responsive and knowledgeable, and will spend time working directly with client and agency teams to ensure the best outcomes are achieved. I can't fault the level of input and engagement from Crownpeak support teams across the board.
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Discontinued Products
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.
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In-Person Training
Crownpeak
No answers on this topic
Discontinued Products
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.
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Online Training
Crownpeak
Product is straight-forward but the training was helpful and beneficial
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Discontinued Products
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.
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Implementation Rating
Crownpeak
The initial process is not clear but after the first cookie banner all others are faster to implement.
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Discontinued Products
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.
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Alternatives Considered
Crownpeak
One of the most similar solutions to Crownpeak is the Yext tool because it has a good set of functions that can be managed from content to customer experiences, it is fascinating to be able to track all user interactions through users, in the same way as in Crownpeak that allows all users to create digital experiences.
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Discontinued Products
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.
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Scalability
Crownpeak
haven't had issues accessing when needed.
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Discontinued Products
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.
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Return on Investment
Crownpeak
  • 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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Discontinued Products
  • 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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ScreenShots

Crownpeak Digital Accessibility and Quality Screenshots

Screenshot of DQM banishes the silos and brings it all together in one powerful but simple to use dashboard, providing visibility and control across all your global digital properties.Screenshot of Do you know what's actually out there on your sites? Take control with a global view of your digital assets.Screenshot of Web accessibility is legally mandated in many countries. We make it easy to ensure compliance and expand audience by adhering to industry best-practice standards for accessible web design.Screenshot of Powerful reports and diagnostic tools provide deep insight across your global web properties, so you can drive improvement, manage risk and react quickly.

Genesys PureConnect (discontinued) Screenshots

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