Genesys Workforce Engagement Management vs Hoopla

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.

Hoopla is a real-time gamification and recognition platform that turns live performance data into team leaderboards, competitions, contests, automated celebrations and recognition moments. Its modules include sales leaderboards, Huddles, Scorecard, News Flashes, challenges, a Performance Console and Streaming Channels. Teams can show leaderboards, news and contests on TVs using the maker’s proprietary hardware, which is included at no cost. Channels are also accessible on PCs through a browser or Salesforce, with dashboards and summary emails available. The iOS and Android app provides leaderboards, rankings and challenges, and sends milestone notifications. Hoopla integrates with Salesforce, HubSpot, Microsoft Dynamics, Pipedrive, Slack, Microsoft Teams, email systems, Google Sheets and Excel. It also supports automation through Zapier, webhooks and REST APIs. Points earned through competitions and milestones can be exchanged for customizable company prizes in a built-in rewards store. The product is designed for competitive teams in sales, customer success, customer support and call centers. Pricing is available on request, and a no-cost, fully supported 30-day trial is offered for sales team members.