Genesys Workforce Engagement Management
- 1Runs onAndroid, iOS, Mac, Web, Windows
- 2Costspaid from £2.33/mo
- 3Demand forecastingYes
- 4Skills-based schedulingYes
- 5Intraday managementYes
- 6Omnichannel forecastingYes
- 7Supported channelsvoice, digital
- 8API accessYes
Overview
Genesys Workforce Engagement Management (WEM) is a suite of capabilities for contact centre teams, integrated with the Genesys CCaaS solution. It brings together forecasting, scheduling, performance and coaching tools, interaction recording, quality functions and reporting. Forecasting can look up to two years ahead and use more than 25 machine-learning-trained models. Scheduling supports automated shift allocation, flexible work rules, adjustments and publishing. Agents can use Genesys Tempo on smartphones to view schedules, request time off and manage their time. 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. A 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 starting price is $75/user/mo (annual); separate plan listings show £28 or £42 per named user per year. It is intended for agents, supervisors, planners and managers.
Who it is for
WEM is intended for contact centre agents, supervisors, planners and managers who need workforce scheduling, performance, quality or reporting capabilities. Its features are presented as part of Genesys Cloud CX.
What is good
- Forecasting reaches two years ahead.
- More than 25 forecasting models are available.
- Agents can manage schedules through Genesys Tempo.
- Includes performance, coaching and reporting tools.
What to know first
- No free plan is listed.
- WEM is an add-on for Cloud CX 1 and CX 2.
- Listed prices use different currencies and terms.
Verdict
Genesys WEM spans forecasting, scheduling, coaching, quality and reporting for contact centre teams. Buyers should note which Cloud CX tiers include it and distinguish the listed starting price from the separate per-user plan prices.
Genesys Workforce Engagement Management plans and pricing
All plansCompared on contact center workforce management software
- Free plan
- Nogenesys.com
- Paid from
- $155/user/mogenesys.com
- Demand forecasting
- Yesgenesys.com
- Skills-based scheduling
- Yesgenesys.com
- Intraday management
- Yesgenesys.com
- Omnichannel forecasting
- Yesgenesys.com
- Supported channels
- voice, digitalgenesys.com
- API access
- Yesgenesys.com
Facts
- Purpose
- Genesys describes WEM as a suite of AI-powered capabilities for contact centre teams, integrated with its CCaaS solution.genesys.com · 29 Sept 2026
- Forecasting
- The forecasting page says users can forecast up to two years ahead and use more than 25 machine learning-trained models.genesys.com · 29 Sept 2026
- Scheduling
- The solution supports automated shift allocation, flexible work rules, schedule adjustments and publishing.genesys.com · 29 Sept 2026
- Employee tools
- Genesys says agents can view schedules, submit time-off requests and manage their time from smartphones through Genesys Tempo.genesys.com · 29 Sept 2026
- Performance and coaching
- WEM includes employee performance tools such as personalised recognition, agent skill-gap insights, scorecards, leaderboards and contests.genesys.com · 29 Sept 2026
- Quality and recording
- Genesys says the suite can record interactions across channels and use AI to generate Voice of the Customer insights and automate evaluations.genesys.com · 29 Sept 2026
- Analytics
- The WEM page describes a central hub for real-time contact centre reporting using interaction, agent-performance and journey data.genesys.com · 29 Sept 2026
- Integrations
- Genesys AppFoundry supports independent software vendors whose complementary solutions integrate with the Genesys Cloud platform.genesys.com · 29 Sept 2026
- Security and compliance
- The Genesys Cloud Trust Center lists certifications and attestations including ISO/IEC 27001, ISO/IEC 27017, ISO/IEC 27018, PCI DSS, SOC 1 Type 2 and SOC 2 Type 2.genesys.com · 29 Sept 2026
- Support
- Genesys says support is available 24/7 and describes its uptime commitment as commercially reasonable best efforts, subject to stated exceptions.genesys.com · 29 Sept 2026
- Pricing availability
- Genesys lists WEM as an add-on for Genesys Cloud CX 1 and CX 2, and as included with CX 3 and CX 4.genesys.com · 29 Sept 2026
- Intended users
- Genesys presents WEM for contact centre teams, including agents, supervisors, planners and managers.genesys.com · 29 Sept 2026
Company
- Founded
- 1990genesys.com · 28 Sept 2026
- Headquarters
- Menlo Park, California, United Statesgenesys.com · 28 Sept 2026
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Sources
- genesys.com/en-gb/capabilities/wem-workforce-engage· checked 29 Sept 2026
- genesys.com/en-gb/capabilities/forecasting-and-deci· checked 29 Sept 2026
- genesys.com/partners/appfoundry· checked 29 Sept 2026
- genesys.com/trust-center/compliance· checked 29 Sept 2026
- genesys.com/services-and-support· checked 29 Sept 2026
- genesys.com/pricing· checked 29 Sept 2026
- genesys.com/en-gb/pricing/digital-wem-add-on· checked 29 Sept 2026