Genesys Workforce Engagement Management vs RingCentral RingCX
Genesys Workforce Engagement Management
genesys.comRingCentral RingCX
ringcentral.comSide by side
| Figure | Genesys Workforce Engagement Management | RingCentral RingCX |
|---|---|---|
| Price from | — | $65/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 7 | 1 |
| Spec score · Customer Service Gamification Software | 8.6 (#4) | 8.1 (#8) |
| Analytics | The WEM page describes a central hub for real-time contact centre reporting using interaction, agent-performance and journey data. | RingCX offers 250+ pre-built reports, custom dashboards, call recordings, chat transcripts, and screen recordings. |
| Founded | 1990 | 1999 |
| Headquarters | Menlo Park, California, United States | Belmont, California, United States |
| Integrations | Genesys says AppFoundry offers more than 600 prebuilt apps and integrations from over 300 marketplace partners. | RingCentral says RingCX connects to over 50 tools through open APIs; its App Gallery lists integrations including Salesforce, Microsoft Dynamics 365, and Calabrio ONE. |
| Security | Genesys says Genesys Cloud protects data in transit with TLS 1.2 or higher and data at rest with AES-256 encryption. | RingCX has listed ISO 27001, ISO 27017, ISO 27018, SOC 2, SOC 3, and PCI compliance reports or attestations on RingCentral’s compliance page. |
| Support | Genesys says support is available 24/7 and describes its uptime commitment as commercially reasonable best efforts, subject to stated exceptions. | RingCentral directs RingCX product support inquiries to its Support Center. |
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.
RingCentral RingCX
RingCentral RingCX is an AI-powered omnichannel contact center for managing customer interactions and human and AI agents. One license includes voice calls and more than 20 digital channels. AIR Pro lets teams build voice-first AI agents with natural-language prompts and automate multi-step tasks across voice, SMS, chat, and social. AVA Agent Assist provides answers during live interactions, while AVA Supervisor Assist offers AI insights for supervisors. Contact center capabilities include inbound calling, outbound dialing, IVR building, workforce management, and campaign dialers for preview, progressive, predictive, and voice-broadcast calling. Reporting includes more than 250 pre-built reports, custom dashboards, call recordings, chat transcripts, and screen recordings. RingCX connects to over 50 tools through open APIs; listed integrations include Salesforce, Microsoft Dynamics 365, and Calabrio ONE. It requires a RingEX account and is integrated with RingEX in the RingCentral app. Pricing starts at $65/user/mo (annual); there is no free plan. Each seat includes 2,000 IVR minutes and 4,000 outbound domestic minutes per month; unused minutes do not roll over and overages apply.