Genesys Workforce Engagement Management vs MaestroQA
Genesys Workforce Engagement Management
genesys.com
MaestroQA
maestroqa.comSide by side
| Figure | Genesys Workforce Engagement Management | MaestroQA |
|---|---|---|
| Price from | — | $185/mo |
| Free plan | — | Yes |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 7 | 7 |
| Spec score · Customer Service Gamification Software | 8.6 (#4) | 9.0 (#2) |
| Spec score · Workforce Engagement Management Software | 8.6 (#4) | 9.1 (#1) |
| Company headquarters | Genesys lists its headquarters at 1302 El Camino Real, Suite 300, Menlo Park, California. | LinkedIn lists headquarters at 33 W 17th Street, Fourth Floor, New York, New York 10011. |
| Company size | LinkedIn lists Genesys at 5,001–10,000 employees. | LinkedIn lists MaestroQA as a privately held software-development company with 51–200 employees and 31 visible employee profiles. |
| Founded | 1990 | LinkedIn and Crunchbase state that MaestroQA was founded in 2013. |
| Headquarters | Menlo Park, California, United States | New York City, New York, United States |
| Integrations | Genesys says AppFoundry offers more than 600 prebuilt apps and integrations from over 300 marketplace partners. | The current Rippit integrations page lists one-click integrations for Intercom and Zendesk. |
| Purpose | Genesys describes WEM as a suite of AI-powered capabilities for contact centre teams, integrated with its CCaaS solution. | The platform ingests and models conversation data, enables AI analysis, and supports QA and coaching workflows. |
| Rating on Capterra | 4.3 out of 5 from 269 reviews for Genesys Cloud CX. | 5.0 out of 5 from 3 reviews |
| Rating on G2 | 4.4 out of 5 from 1,714 reviews for Genesys overall; G2 separately lists 5 Genesys Cloud EX reviews. | 4.8 out of 5 from 325 reviews |
| Security | Genesys says Genesys Cloud protects data in transit with TLS 1.2 or higher and data at rest with AES-256 encryption. | The trust center lists SOC 2 Type 2, ISO 27001, ISO 42001, PCI DSS 4.0 Level 1, HIPAA/HITECH attestation, GDPR, and CCPA. |
| What it does | The workforce management tools manage agents, forecasts and schedules while monitoring contact center performance and agent adherence in real time. | MaestroQA is a cloud conversation analytics and quality-assurance platform for calls, chats, emails, bots, surveys and other customer interactions. |
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
MaestroQA
- FreeFree
- FreeFree
- Starter$185 a month
- Starter$185 a month
- Growth$495 a month
- Growth$495 a month
- EnterprisePriced on request
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.