Genesys Workforce Engagement Management vs Scorebuddy Conversation Analytics
Genesys Workforce Engagement Management
genesys.comScorebuddy Conversation Analytics
scorebuddycx.comSide by side
| Figure | Genesys Workforce Engagement Management | Scorebuddy Conversation Analytics |
|---|---|---|
| Price from | — | $24/mo |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 7 | 9 |
| Spec score · Customer Service Gamification Software | 8.6 (#4) | 8.4 (#6) |
| Spec score · Workforce Engagement Management Software | 8.6 (#4) | 8.4 (#5) |
| Company headquarters | Genesys lists its headquarters at 1302 El Camino Real, Suite 300, Menlo Park, California. | The maker lists its Irish location at 151–156 The Masonry, Thomas Street, The Liberties, Dublin D08 PY5E. |
| Company legal name | Crunchbase identifies the legal name as Genesys Cloud Services, Inc. | The legal entity identified in the privacy policy and SLA is Sentient Solutions Limited, trading as Scorebuddy. |
| Company size | LinkedIn lists Genesys at 5,001–10,000 employees. | The company’s About page reports more than 60 team members, while LinkedIn lists 51–200 employees. |
| Documentation | The WFM documentation links to administrator, supervisor, agent and developer materials, as well as current release notes and API references. | The SLA points customers to an extensive Intercom documentation library covering service use and configuration. |
| Founded | 1990 | ScorebuddyCX says it was founded in 2012. |
| Headquarters | Menlo Park, California, United States | Dublin, Ireland |
| Integrations | Genesys says AppFoundry offers more than 600 prebuilt apps and integrations from over 300 marketplace partners. | Listed connectors include Genesys, Intercom, Amazon Connect, Salesforce, HubSpot, NICE CXone, Assembled, LivePerson, Kustomer, Freshdesk, Zendesk, Aircall, Five9, Talkdesk, Dixa and LiveChat. |
| Purpose | Genesys describes WEM as a suite of AI-powered capabilities for contact centre teams, integrated with its CCaaS solution. | Scorebuddy Conversation Analytics analyzes customer interactions to show why customers make contact, how they feel, and what teams across the business should know. |
| Rating on Capterra | 4.3 out of 5 from 269 reviews for Genesys Cloud CX. | 4.5 out of 5 from 43 reviews. |
| Rating on G2 | 4.4 out of 5 from 1,714 reviews for Genesys overall; G2 separately lists 5 Genesys Cloud EX reviews. | 4.5 out of 5 from 835 reviews. |
| Rating on TrustRadius | 9.1 out of 10 from 934 reviews and ratings for Genesys Cloud CX. | 8.0 out of 10 from 1 rating. |
| Security | Genesys says Genesys Cloud protects data in transit with TLS 1.2 or higher and data at rest with AES-256 encryption. | Scorebuddy states that it is ISO 27001:2022 certified and SOC 2 Type 2 compliant. |
| Support | Genesys says support is available 24/7 and describes its uptime commitment as commercially reasonable best efforts, subject to stated exceptions. | Support is provided through in-product chat, email and telephone during 9:00–17:30 GMT business hours, with ticketed incident handling. |
| What it does | The workforce management tools manage agents, forecasts and schedules while monitoring contact center performance and agent adherence in real time. | ScorebuddyCX is an AI-powered contact-center quality-assurance and customer-experience intelligence platform combining QA, conversation analytics, coaching and learning. |
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
Scorebuddy Conversation Analytics
- Foundation$24 a month
- Accelerate$32 a month
- Elite$41 a month
- AcceleratePriced on request
- AcceleratePriced on request
- ElitePriced on request
- ElitePriced on request
- FoundationPriced on request
- FoundationPriced 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.
Scorebuddy Conversation Analytics
Scorebuddy Conversation Analytics analyzes customer interactions to help teams understand why people make contact, how they feel, and what the wider business should learn. It describes AI analysis across all interactions and channels, with contact-driver volumes and trends for investigating changes. Sentiment analysis tracks how sentiment evolves alongside customer effort scores and NPS. Teams can define topics using keyword logic and apply them to historical conversations. The product also lists automatic topic detection, intent detection, journey analysis, conversation search, compliance monitoring, and compliance reviews. Its quality tools include AI-assisted scoring, calibration, agent coaching, and coaching workflows. Conversation Analytics is an Elite plan feature, alongside AI voice transcription, Salesforce and Open API integration, SSO, and selectable EU, US, or UK data regions. Scorebuddy lists integrations including Intercom, Genesys, Amazon Connect, Salesforce, HubSpot, Zendesk, and others. Pricing depends on user count and package, with flexible annual contracts; prices are on request. A guided 14-day free trial is available. The product is intended for contact-center CX and operations leaders as well as product managers, marketers, and senior leaders.