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Genesys Workforce Engagement Management

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Workforce engagement management natively built into the Genesys Cloud CX platform

Call Center Workforce Optimization Software
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  • Deployment Cloud Based
  • Starting price $75/user/month
  • Free trial Available
  • Best for SMEs, Enterprises

What is Genesys Workforce Engagement Management?

Genesys Workforce Engagement Management is a set of capabilities natively built into the Genesys Cloud CX platform, covering AI-powered forecasting and scheduling, quality management with speech and text analytics, performance management, gamification, coaching, and call and screen recording. It gives agents, supervisors, and planners a unified workspace to handle interactions, monitor performance, and complete training without switching tools.

WEM ships as a standard part of the Genesys Cloud CX 3 and CX 4 plans, priced at $155 and $240 per user per month respectively when billed annually, and is available as an add-on module for CX 1 and CX 2 customers. Genesys offers a dedicated free trial of Workforce Engagement Management for prospective customers to evaluate the platform.

Key Features of Genesys Workforce Engagement Management

Genesys Workforce Engagement Management lists 8 documented features, including AI-powered demand forecasting and automated scheduling, Speech and text analytics with sentiment and empathy scoring and Automated evaluations covering up to 100% of interactions. The list below covers what the product does rather than how it is marketed.

  • AI-powered demand forecasting and automated scheduling
  • Speech and text analytics with sentiment and empathy scoring
  • Automated evaluations covering up to 100% of interactions
  • Gamification and Genesys Beyond training modules
  • Call and screen recording
  • Web and voice surveys
  • Unified agent and supervisor workspace
  • Native integration with Genesys Cloud CX

Genesys Workforce Engagement Management Pricing

Genesys Workforce Engagement Management lists 4 plans, from $75 to $240.

Genesys Cloud CX 1

$75/user/month

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Billed annually; WEM available only as a paid add-on

Genesys Cloud CX 2

$115/user/month

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Billed annually; WEM available only as a paid add-on

Genesys Cloud CX 3

$155/user/month

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Billed annually; Workforce Engagement Management included

Genesys Cloud CX 4

$240/user/month

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Billed annually; WEM plus enhanced AI features included

Genesys Workforce Engagement Management Specifications

Genesys Workforce Engagement Management is available on web app and has iOS and Android apps. It offers an API and has a free trial.

Deployment
  • Cloud Based
Billing cycle
Yearly
Desktop
  • Web App
Mobile
  • iOS
  • Android
Languages
  • English
Built for
  • SMEs
  • Enterprises
Support
  • Email
  • Phone
  • Live Support
  • Training
  • Tickets
Integrations
Salesforce, Zendesk, Microsoft Teams, Microsoft Dynamics 365, and other systems via the Genesys AppFoundry marketplace
Public API
Yes
Free trial
Yes
Free plan
No
Runs in browser
Yes
Customisable
Yes
Website
genesys.com

Genesys Workforce Engagement Management Videos

Genesys Workforce Engagement Management Screenshots

Genesys Workforce Engagement Management screenshot 1

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Genesys Workforce Engagement Management FAQs

Yes, it ships standard with CX 3 and CX 4 plans and is available as an add-on for CX 1 and CX 2.

$155 per user per month when billed annually.

Yes, Genesys offers a dedicated free trial for Workforce Engagement Management.

Speech and text analytics with sentiment and empathy analysis, plus automated evaluations of up to 100% of interactions.

Yes, it is delivered natively through the Genesys Cloud CX platform.