Centrical vs Genesys Workforce Engagement Management
Centrical
centrical.comGenesys Workforce Engagement Management
genesys.comSide by side
| Figure | Centrical | Genesys Workforce Engagement Management |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Plans published | 1 | 7 |
| Spec score · Customer Service Gamification Software | 7.4 (#13) | 8.6 (#4) |
| Founded | 2013 | 1990 |
| Headquarters | New York City, New York, United States; offices in Tel Aviv, Israel and London, UK | Menlo Park, California, United States |
| Integrations | Centrical describes integrations with CRM, CCaaS, WFM, QA, LMS, HRIS, and voice-of-customer systems, as well as API, iFrame, and OEM embedding options. | Genesys says AppFoundry offers more than 600 prebuilt apps and integrations from over 300 marketplace partners. |
| Purpose | Centrical unifies frontline performance data and uses it to guide personalized coaching, learning, and practice, then measures outcomes. | Genesys describes WEM as a suite of AI-powered capabilities for contact centre teams, integrated with its CCaaS solution. |
| Support | Customer support is tiered according to project scope, with customer success resources including an admin learning program, Help Center, product updates, events, in-app notifications, and micro-tips. | Genesys says support is available 24/7 and describes its uptime commitment as commercially reasonable best efforts, subject to stated exceptions. |
Plans
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
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.