Add Workforce Engagement Management to your subscription
Upgrade your subscription to include Workforce Engagement Management (WEM). If you are a Genesys Cloud CX1 or Genesys Cloud CX2 customer, you can access Genesys Cloud CX3-level WEM capabilities for a subset of users by upgrading with the WEM add on.
Organization are billed for the following two scenarios:
- Administrator role (permission) – All users who have administrator permissions for WEM related capabilities will be billed for the WEM add on product. See the notes section below for a list of the permissions.
- Agent use – All users who are the subject of WEM related capabilities will be billed for the WEM add on. The following is a list of some of the features that will be billed when used.
- When a schedule is created for the agent using the WFM Scheduler.
- When an evaluation is assigned to an agent. This only applies if your base license is Genesys Cloud CX1. Quality Management is included in Genesys Cloud CX2.
- When a voice survey is initiated for an agent.
- When a web survey for an agent is sent for feedback.
- When a topic is detected in an interaction involving an agent.
- When an agent’s call segment is transcribed using Native Voice Transcription. However, transcribing an agent’s call segment with Extended Voice Transcription Service (EVTS) does not incur WEM Add-On charges for the agent. For more information about EVTS pricing, see How much does Extended Voice Transcription Services cost?.
- When a coaching session is scheduled for an agent.
- When a module is assigned to an agent.
- When a gamification point is generated for an agent.
Existing Genesys direct customers can add the Genesys Cloud WEM Upgrades by navigating to the Genesys AppFoundry.
- If you are a Genesys Cloud partner or partner customer, navigate to the Genesys AppFoundry. Reach out to your sales representative to explore further.
- Administrative users with Master Admin, Performance Management Admin, Quality Admin, or Quality Evaluator type roles may be billed immediately for the WEM Upgrades once your org is upgraded.
Click the license to expand. Check your roles and remove the following permissions to prevent incorrect billing:
To add WEM to your subscription, follow these steps:
- Navigate to the Genesys AppFoundry.
- Search for Workforce Management.
- Click the card and follow the instructions.
While Genesys Cloud sets up your service and updates your billing, a progress spinner appears. When the process completes, your new services are ready to apply to users. For more information, see Assign roles, divisions, licenses, and add-ons.
Pricing
| Charge Type | USD | CAD | AUD | NZD | EUR | GBP | BRL | YEN | ZAR |
|---|---|---|---|---|---|---|---|---|---|
| Genesys Cloud CX1 WEM Add-on II | 65.00 | 71.50 | 84.50 | 91.00 | 52.00 | 45.50 | 260.00 | 7,800.00 | 923.00 |
| Genesys Cloud CX1 WEM Add-on II Concurrent | 95.00 | 104.50 | 123.50 | 133.00 | 76.00 | 66.50 | 380.00 | 11,400.00 | 1,349.00 |
| Genesys Cloud CX2 WEM Add-on I | 40.00 | 44.00 | 52.00 | 56.00 | 32.00 | 28.00 | 160.00 | 4,800.00 | 568.00 |
| Genesys Cloud CX2 WEM Add-on I Concurrent | 60.00 | 66.00 | 78.00 | 84.00 | 48.00 | 42.00 | 240.00 | 7,200.00 | 852.00 |
For more information about volume discounts, contact your designated Customer Success Manager.
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