FirstSpirit CMS is an enterprise Content Management platform for creating, governing, and publishing digital content across websites, applications, and other delivery channels. It combines visual authoring, developer tooling, workflow controls, and content-delivery options for organizations managing multilingual and multisite digital estates.
N/A
Medallia Agent Connect
Score5.8 out of 10
N/A
Medallia Agent Connect (based on the former Stella Connect) is a CX suite of applications, performing customer feedback collection and service quality measurement, customer agent motivation tools, and employee engagement tools such as agent reward tools and performance tracking. Stella Connect was acquired by Medallia September 2020.
Crownpeak DXM is a great solution if you are looking for a flexible platform that allows engineers to quickly develop while also making it easy for content authors to work especially in scenarios where you need multi-language support. It is also good for scenarios where you want a cloud-based solution and are looking for just one vendor to handle hosting and offer the CMS.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The survey sent is customer-friendly, vibrant, simple, and easy to understand. The survey itself is comprised of simple question(s) with straightforward answer options for customers to make their selections. Creating the survey is a straightforward process for us to prepare and implement. Making updates or changes is just as easy.
Build & manage digital experiences without dependency on your IT team
Built-in Digital Quality tool (DQM) tool allows you to check the quality of content and any accessibility issues and immediately flag any issues before publishing.
Build websites with the component-based technology and spend less effort in creating the best user experience for the end-user
The fundamental tool for customer satisfaction is exactly right. The way they allow us as agents to share details about ourselves, and humanize the process, has made a huge impact on the customer experience we provide. Our customers feel more inclined to leave us feedback and it allows us to get a real understanding of each of their individual expectations.
Customer Journey. From the beginning through the Sales process, through procurement, through trial and through now being users for over a year, the Stella Connect team has been incredibly helpful, informative and has provided us with the exact amount of interaction we need. They are very good at respecting your time while making sure they get in touch when necessary. New features that are relevant to our use case are sent my way. It's one of the only product update emails I actually read. They're incredibly responsive and very helpful.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Crownpeak moved to a web browser admin tool in 2018, which has made the admin experience much better, but there are still a couple of features missing from the browser version that won't arrive until later in 2019.
Integration with 3rd party digital asset management tools would be great.
Smoother integration with source control would be nice.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Crownpeak DXM is a flexible easy to use CMS platform speaking to the most challenging localization scenarios. Crownpeak users have the freedom to integrate DXM platform with their existing technology at no cost. Moving from legacy systems to the Saas platform is painless and cost-effective. Extensive targeting and personalization options are something that users will benefit from.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Pages load very fast on production (assuming you develop with basic SEO practices in place) due to Crownpeak's publishing architecture. The slide downside is that publishing can be a bit slow at times.
Crownpeak DXM's service and support are outstanding. We have immediate access to both the tech support team and the software engineering team. We can get a support person on the phone whenever needed, and we can schedule impromptu training sessions at any time. Best support I have ever received from a platform provider in 20 years of software and application development.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
They are the absolute best. My Sales guy Corey D. and my CSM Tim P. are totally a part of the team. They have been incredibly helpful through the process pre and post-sales and have become good friends. I appreciate that I feel like our team's success is always at the forefront of their minds.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We received on-site training from Crownpeak, the trainer had touched upon every possible scenario and provided great insights about the product & ease of implementation.
My team left training with a solid understanding of how to use the product and the developer training ended with a test to ensure the ability to properly develop was learned properly. Recently, Crownpeak has added a self-paced training option which makes it extremely flexible to on-board new developers.
SaaS model is perfect for us to avoid slow and costly version updates to get access to new features and functions. Crownpeak is a true SaaS model, so we get all the good new stuff without the need to invest in effort, time or money. this frees our teams to focus on content creation and deployment, which is pretty fast because the DXM publishes straight to html through the headless model.
I was not at this team within my organization during the evaluation period of Crownpeak. However, my previous team used Sitecore. Crownpeak is a bit easier to use from a UI perspective and has more creative options within the tool. Sitecore's clunky UI also was a reason I found out later why we ended up using Crownpeak as our DXM.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We do not currently use any other products like Stella Connect, by Medallia. We have recently begun evaluating platforms that would allow us to collect feedback at different touchpoints throughout our customers' journeys, as well as through additional channels such as during our application process, quote and purchase experience, website experience, etc. We have looked at companies such as Survey Monkey, Medallia, and Qualtrics to help us better understand CSAT.
In some recent projects we have delivered to our clients, we were able to roll out sites in shorter time period due the scalability of the Crownpeak's DXM solution.
I'm pretty sure it raises our back-end development costs by making the development process (of creating input forms and producing outputs from the content) more complicated and painful than it needs to be.
It helps lock our clients in to us because not a whole lot of agencies have Crownpeak expertise.
It helps our clients not have to deal with their own IT teams, which they tend to dislike working with.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Implementing Stella Connect was such an easy decision. Before, we were working with "yes, I'm satisfied" or "no, I'm not satisfied" and felt it was an incredibly unclear and polarizing experience, as our users were forced to pick one or the other. Most often, we'd get a negative rating with a comment saying that the experience was fine, but some feature in the product was missing. This left it very difficult for us to really gauge the experience we were providing and how to improve. In addition, agent motivation was incredibly low and impossible to improve because they were left feeling like their scores were not matching their experience. Needless to say, implementing Stella Connect improved all of these issues 10-fold. The ROI has been incredibly substantial. We've been able to improve CSAT scores and properly measure the rate of first attempt resolutions. Team morale is at an all-time high, and our customers even love the experience.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
