Genesys Workforce Engagement Management (WEM) is a suite of contact-centre tools integrated with Genesys CCaaS. It covers forecasting, shift scheduling, agent performance, coaching, quality management and reporting. Forecasts can extend up to two years and use more than 25 machine-learning-trained models. Scheduling supports automated shift allocation, flexible work rules, adjustments and publishing; agents can check schedules and request time off using Genesys Tempo on smartphones. Performance features include recognition, skill-gap insights, scorecards, leaderboards and contests. WEM can record interactions across channels, generate Voice of the Customer insights and automate evaluations. Its reporting hub brings together interaction, agent-performance and journey data. Genesys lists WEM as an add-on for Cloud CX 1 and CX 2, and as included with CX 3 and CX 4. The listed pricing note is From $75/user/mo (annual); separate add-on plan details list £28 or £42 per named user per year. The suite is intended for contact-centre agents, supervisors, planners and managers.
Who it is for
WEM is aimed at contact-centre teams, including agents, supervisors, planners and managers. It may suit organizations using Genesys Cloud CX that need forecasting, scheduling, coaching and quality tools.
What is good
- Forecasts extend up to two years.
- Uses more than 25 machine-learning-trained forecasting models.
- Agents can view schedules and request time off on smartphones.
- Reporting combines interaction, agent and journey data.
- WEM is included with Cloud CX 3 and CX 4.
What to know first
- No free plan is listed.
- WEM is an add-on for Cloud CX 1 and CX 2.
- Listed starting price is From $75/user/mo (annual).
- Separate add-on listings use GBP per named user per year.
Verdict
Genesys WEM combines workforce planning with agent performance, quality and reporting tools for contact centres. Confirm which Cloud CX plan and add-on pricing applies to your team before choosing it.
Get started with Genesys Workforce Engagement Management
- Visit the Genesys forecasting and decisions website.
- Choose a Genesys Cloud CX plan: WEM is listed as an add-on for CX 1 and CX 2, and included with CX 3 and CX 4.
- Review the listed pricing information and available WEM functions for the selected plan.
- Use Genesys Tempo on smartphones for agent schedule and time-off tools.
Limits to know first
There is no free plan. WEM is an add-on for Cloud CX 1 and CX 2; the listed inclusions differ between those add-on plans. CX 3 and CX 4 include WEM.
Questions about Genesys Workforce Engagement Management
Is Genesys Workforce Engagement Management free?
No. Genesys lists WEM as paid and says there is no free plan.
How much does it cost?
The pricing note says From $75/user/mo (annual), and Paid from is listed as 155 /user/mo. The Cloud 2 plus WEM and Cloud 1 plus WEM named-user plans are listed at £28 and £42, respectively, with annual billing.
Which Genesys Cloud CX plans include WEM?
WEM is listed as an add-on for Genesys Cloud CX 1 and CX 2, and as included with CX 3 and CX 4.
Which platforms does it support?
The listed platforms are Android, iOS, macOS, web and Windows.
What can agents and managers do with WEM?
Agents can use Genesys Tempo to view schedules, request time off and manage their time. The suite also includes forecasting, scheduling, performance and coaching tools, quality and recording capabilities and reporting.
Which integrations are listed?
CRM integrations listed are Salesforce, ServiceNow, Microsoft Dynamics and Zendesk. Genesys AppFoundry supports independent software vendors with complementary solutions that integrate with Genesys Cloud.
Genesys Workforce Engagement Management plans and pricing
All plansCompared on contact center workforce management software
- Free plan
- No
- Paid from
- $155/user/mo
- Demand forecasting
- Yes
- Skills-based scheduling
- Yes
- Intraday management
- Yes
- Omnichannel forecasting
- Yes
- Supported channels
- voice, digital
- API access
- Yes
