DialedIn Agent Gamification vs Genesys Workforce Engagement Management
DialedIn Agent Gamification
getdialedin.comGenesys Workforce Engagement Management
genesys.comSide by side
| Figure | DialedIn Agent Gamification | Genesys Workforce Engagement Management |
|---|---|---|
| Price from | $25/mo | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | — | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | — | Yes |
| Plans published | 4 | 7 |
| Spec score · Customer Service Gamification Software | 7.6 (#12) | 8.6 (#4) |
| Headquarters | DialedIn lists its address as 900 S. Pine Island Rd, Suite 390, Plantation, FL 33324. | Menlo Park, California, United States |
| Integrations | The integrations page lists Salesforce, HubSpot, Zoho, Slack, Microsoft Teams, DNC.com, Verint, NICE, Twilio, Vonage, RingCentral, Zendesk, Jira, Google, REST API, webhooks, and SDKs. | Genesys says AppFoundry offers more than 600 prebuilt apps and integrations from over 300 marketplace partners. |
| Purpose | Agent gamification presents visual dashboards with real-time call activity and a top-10 leaderboard to motivate agents. | Genesys describes WEM as a suite of AI-powered capabilities for contact centre teams, integrated with its CCaaS solution. |
| Support | The About page says technical support and ongoing training are available by phone or online. | Genesys says support is available 24/7 and describes its uptime commitment as commercially reasonable best efforts, subject to stated exceptions. |
Plans
DialedIn Agent Gamification
- 200+ users$25 a month
- 100-199 users$39 a month
- 50-99 users$59 a month
- 5-49 users$69 a month
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
DialedIn Agent Gamification
DialedIn Agent Gamification adds visual dashboards for real-time call activity and an individual top-10 leaderboard to a call-center platform. DialedIn describes it for high-volume outbound call centers, with agent analysis and agent summary reports available alongside leaderboard standings. A web portal provides dashboards, reports, and metrics that can be accessed on mobile devices; listed platforms are web and Windows. Every user tier includes the complete DialedIn platform and every feature. Software pricing is separate from telecom minutes: the 200+ users plan is $25 a month, 100–199 users is $39 a month, 50–99 users is $59 a month, and 5–49 users is $69 a month. Standard routing is listed at $0.0125 per minute pay-as-you-go. Integrations include Salesforce, HubSpot, Zoho, Slack, Microsoft Teams, Zendesk, and others. Support and ongoing training are offered by phone or online.
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.