Bright Pattern Contact Center vs Genesys Workforce Engagement Management
Bright Pattern Contact Center
brightpattern.comGenesys Workforce Engagement Management
genesys.comSide by side
| Figure | Bright Pattern Contact Center | Genesys Workforce Engagement Management |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 4 | 7 |
| Spec score · Workforce Engagement Management Software | 7.8 (#11) | 8.6 (#4) |
| Founded | 2010 | 1990 |
| Headquarters | San Bruno and Pleasanton, California, United States | Menlo Park, California, United States |
| Integrations | Named CRM integrations include Microsoft Dynamics, Salesforce, Zendesk, Oracle Service Cloud, and ServiceNow. | Genesys says AppFoundry offers more than 600 prebuilt apps and integrations from over 300 marketplace partners. |
| Security and compliance | Bright Pattern states that it is compliant with SOC 2, TCPA, HIPAA, GDPR, PCI, and ISO 27001, and describes using encryption and access controls. | 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. |
| Support | Bright Pattern lists support phone numbers and a support email address on its contact page. | Genesys says support is available 24/7 and describes its uptime commitment as commercially reasonable best efforts, subject to stated exceptions. |
Plans
Bright Pattern Contact Center
- Bright Pattern MobilePriced on request
- Call Center StandardPriced on request
- Digital CXPriced on request
- Omnichannel CXPriced on request
Genesys Workforce Engagement Management
- Genesys Cloud CX 1$75 a month
- Genesys Cloud CX 2$115 a month
- Genesys Cloud CX 3$155 a month
- Genesys Cloud CX 4$240 a month
- Genesys Cloud 2 + Workforce Engagement Management add-on£28 a year
- Genesys Cloud 1 + Workforce Engagement Management add-on£42 a year
- Genesys Cloud CX 3$155 a year
In their own words
Bright Pattern Contact Center
Bright Pattern Contact Center has no write-up on Specifiction yet; its figures are above.
Genesys Workforce Engagement Management
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.