Genesys Workforce Engagement Management (WEM) is a suite of AI-powered capabilities for contact centre teams integrated with Genesys CCaaS. It brings together forecasting, scheduling, employee performance and coaching, interaction quality, and reporting. Forecasts can extend up to two years and use more than 25 machine-learning-trained models. Scheduling includes automated shift allocation, flexible work rules, adjustments and publishing; agents can view schedules and submit time-off requests through Genesys Tempo on smartphones. Performance tools include recognition, skill-gap insights, scorecards, leaderboards and contests. The suite 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. WEM is an add-on for Genesys Cloud CX 1 and CX 2, and included with CX 3 and CX 4. The listed starting price is $75/user/mo (annual); separate plan listings show £28 or £42 per named user per year. Pricing details vary by plan, so check the relevant offer. Genesys presents WEM for agents, supervisors, planners and managers.
Who it is for
WEM is aimed at contact centre agents, supervisors, planners and managers who need workforce forecasting, scheduling, coaching, quality tools and reporting. It is presented as part of the Genesys Cloud CX offering.
What is good
- Forecasting extends up to two years.
- Uses more than 25 trained forecasting models.
- Agents can manage schedules through Genesys Tempo.
- Includes interaction recording and automated evaluations.
- Reporting combines interaction, agent and journey data.
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 $75/user/mo (annual).
Verdict
Genesys WEM combines planning, agent support, quality and reporting for contact centre teams. Check which Cloud CX plan applies: WEM is an add-on for CX 1 and CX 2, but included with CX 3 and CX 4.
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
