WEM Optimizer for Genesys Cloud

ALL IN ONE mobile app for Agent and Manager Contact Center features!

Genesys Cloud CX Reimagined ALL IN ONE in an even BOLDER way

Welcome to WEM Optimizer, the ultimate mobile app designed to empower contact center agents and managers like never before!

With all the advanced features of Genesys Cloud CX at your fingertips, you can now harness the power of cutting-edge technology and enjoy unmatched mobile flexibility and access to all your contact center features.

Whether you're on the go or working remotely, this app will keep you connected and in control of your contact center operations, enabling you to deliver exceptional customer service with ease and efficiency, including handling calls via WebRTC on your mobile devices.

WEM Optimizer is not just an add-on but an absolute game-changer as it amplifies Genesys Cloud and It's the edge that will redefine what customers expect from a contact center solution.

Get ready to revolutionize the way you work with our game-changing mobile app!

Powerful user Xperience in motion!

WEM Agent

WEM Manager

What makes WEM Optimizer the perfect add-on for Genesys Cloud?

WEM Optimizer ALL IN ONE complements and enhances what Genesys Cloud already does so well. It takes that robust feature set and makes it accessible and actionable in a whole new way. It's about setting a new standard for what a contact center solution should be!

Optimize Your Customer Engagement today: Go 'All In' Mobile with WEM Optimizer & WebRTC for Genesys Cloud Contact Centers

In today's hyper-connected world, responsiveness and agility are not just assets; they are business imperatives. The modern customer demands immediate responses, and the business that caters to this need secures a vital competitive edge. In line with this, WEM Optimizer for Genesys Cloud is designed to deliver unparalleled customer service from wherever you are.

Now, with the integration of WebRTC technology, we're taking the mobile contact center experience to a whole new level.

Embrace the future of contact center operations with the WEM Optimizer mobile app, now power-packed with the revolutionary WebRTC technology.

Extend the reach of your Genesys Cloud solution and create an agile, mobile-first ecosystem that prioritizes seamless customer journeys across different channels. Our solution offers reduced call handling time and cost optimization by eliminating unnecessary hardware and maintenance costs, thus driving unparalleled efficiency.

Amplify your customer experience through real-time communication and simplify your operations with easy-to-use, hassle-free interfaces.

Improve agent productivity and offer an enhanced work experience by allowing them the flexibility to serve from virtually anywhere. In essence, WEM Optimizer infused with WebRTC technology revolutionizes your Genesys Cloud contact center, making it more mobile, efficient, and cost-effective.

Time to go all in, take the leap today, and transform your contact center operations with WEM Optimizer.

Your customers and agents will thank you!

Empowering Genesys Cloud Contact Centers with ALL IN ONE & WebRTC on-the-go!

Step into the Future of Contact Centers: Ignite Your Success!

Join us on tour at the following events and Revolutionize Your Contact Center Strategy!

Empower your Agents with ALL IN ONE CX mobile features!

Unlock Genesys Cloud CX potential with WEM Optimizer Agent!

Simplifying complexity Optimizing performance

Streamline CX operations with our comprehensive mobile app WEM Optimizer Agent for Genesys Cloud - Unleash your agents' potential with a CX app that puts the customer experience at their fingertips - seamless, powerful, and always on.

Exclusively designed and developed for :

All Genesys Cloud CX features in your pocket

Harness the capabilities of WEM Optimizer Agent to access the full power of Genesys Cloud CX anytime, anywhere.

Boost your productivity, streamline your processes, and deliver top-notch customer service with a single mobile app.

Schedule Management

WebRTC Phone

Running Late Requests

Workplans

Coaching Appointments

Score Cards

Metric Board

Task Management

Alerts

Schedule Adherence

Time-off Management

Shift Trading

Evaluations

Documents

Leaderboards

Learning

Advanced Settings

GPT Assistant

Why settle for a single feature when you can have all Genesys Cloud CX in your pocket?

Unlock the full potential of Genesys Cloud CX features!

Revolutionize your user productivity with a unified CX app - everything they need, anytime, anywhere.

Security

Secure access (OAuth 2 integration with your Genesys Cloud Org).
Users only see configuration and reporting data based on their assigned roles and permissions.

Offline Storage

Access to historical data beyond API limitations based on local storage and mobile caching machanisms.
Fast access to consolidated reports with optimized (reduced) API usage.

Push Notifications

Application real time updates through web Socket notifications.
Mobile push notifications based on subscription to Genesys Cloud WEM events through AWS Bridge and Firebase integrations.

API Usage Control

Monitoring of daily API usage and configurable limit with 3 threshold levels triggering throttling of API consumption for each user profile.

Optimized UI/UX

A combination of different modern mobile navigation patterns provide users with a seamless and intuitive navigation on iOS and Android devices.

Sentiment & Topic Analysis

Available for Evaluations & Coaching sessions.
Conversations contain topics, sentiment analysis score & trend in addition to acoustic analysis chart.

Access User Details

Real-time updates of agent status and easy access to extensive configuration settings, including organization details, groups, queues, roles, skills, languages, and utilization data.

Rich Settings

Personalized access to app modules. Users can change the bottom menu navigation items, configure notifications & more.

Empower your Managers with ALL IN ONE CX mobile features!

Unlock Genesys Cloud CX potential with WEM Optimizer Manager!

Unleash CX excellence on-the-go

Seize the power of Genesys Cloud CX with WEM Optimizer Manager mobile app! Tap into its full potential anywhere, anytime.

Transform your contact center operations with our mobile app for managers. From agent performance management to real-time operational monitoring, gain complete control and optimize your team's productivity like never before!

All Agent WEM features ++ for Managers

With our WEM Optimizer app, managers gain access to all the powerful features available to agents, with the added capability of multi-user dimensions. This allows you to monitor and manage your team with ease, using customizable filters to access different divisions, business units, and management units.

Gamification for your Teams

Unlock the full potential of your contact center with our innovative approach to Genesys Cloud CX gamification, with advanced access and navigation of leaderboards, scorecards of your team members.
Experience the power of Genesys CX gamification in a whole new way with our mobile app for managers.

WFM and Reporting for Managers

Stay on top of your team's schedules, manage their time off and late requests, monitor their adherence & shrinkage, and leverage Genesys Cloud forecasting and capacity planning on your mobile.
With real-time and historical queue and agent reports on the go, you gain deep insights into your contact center operations, enabling you to optimize your team's productivity and deliver exceptional customer experiences.

Upgrade your CX game with the all-in-one Genesys Cloud CX mobile app.

All Genesys Cloud CX features in a single mobile app

Harness the capabilities of WEM Optimizer Manager to access the full feature set of Genesys Cloud CX anytime, anywhere.

Revolutionize the way you work, enhance your team collaboration, and deliver superior customer experiences with our cutting-edge mobile app.

Free trial available

Harness the power of Genesys Cloud CX on your Mobile

Revolutionize your customer experience with the WEM Optimizer mobile app for Agents and Managers!

Download now from the Apple Store or Android Play Store to unlock the full potential of Genesys Cloud CX on-the-go.

Increase efficiency, and elevate your customer service game with just one app. Handle calls with WebRTC on your mobile device and much more. Don't wait, optimize today!

Gamification - Maximize your Contact Center Performance!

Revolutionize your contact center operations and boost agent engagement and performance with the power of gamification!

WEM Agent

WEM Manager

WEM Agent

WEM Manager

Level Up Your Contact Center Gamification : The Ultimate Tool for Agent Engagement and Performance!

FAQ - Frequently Asked Questions

Get answers to your questions about our awesome app! Learn more and explore its features now.

How can I get started with WEM Optimizer?

WEM Optimizer Agent and Manager application is available on Genesys Cloud AppFoundry.

Please contact us if you would like to arrange a Demo and help set you up to connect to your Genesys Cloud organization and enjoy a free trial.

Can I answer ACD calls with WEM Optimizer mobile app?

Yes you can! The WEM Optimizer mobile app for Agents and Managers supports WebRTC calls with all the standard call handling features including wrap up, callback scheduling etc.

In addition the mobile app supports extended configuration defined by the Admin to set the participant data to be displayed as well as the allowed transfer and outbound dial target destinations.

Reach out to our support team to get the full details in the WEM Optimizer user guide.

How secure is the WEM Optimizer mobile app?

The following points summarize the security of the WEM Optimizer mobile app

End-to-end encryption (all network requests are transmitted via HTTPS connection)
OAuth integration with Genesys Cloud handling the logic including support for SSO for any connected Identity Server
User access is managed by Genesys Cloud roles and permissions. Module access is controlled through Admin
Client-side data storage – we don't store user data from Genesys Cloud on our servers, it is only stored on the user device. Thus, it reduces the risk of data leaks or unauthorized access
Secure storage with Encryption at Rest: sensitive data (secret tokens) that are stored on the user's device is protected using encryption at rest
No personal or sensitive data transmission to backend application services
Android and iOS stores review the application and they have a closed ecosystem. The mobile OS already has a good access & permission control and we can't do anything sensitive without explicit user permission

How can I get a quick overview of the application features?

The WEM Optimizer app does include a set of on Boarding screens. These also called walkthrough cards are available to Agents as well as Managers through swipe cards before logging into the app. Each card describes a module of the app providing a wholistic view in less than 1 minute of all Genesys Cloud inside a single mobile app.

Are free trials available for both WEM Optimizer Agent and Manager?

Yes of course! We offer free trials for both Agent and Manager versions.

Please contact us to set you up and connect to your Genesys Cloud organization so you can enjoy a free trial.

Is Wem Optimizer available for both Apple iOS and Google Android platforms?

Yes of course.

Can I enable only parts of the WEM Optimizer app for my Agents and Managers?

We fully understand that some customers would want to give agents or managers access to specific modules only. This is of course supported by setting up a different agent or manager profile and indicating the modules that should be enabled upon login.

In addition WEM Optimizer features are subject to user permissions as defined in their attributed roles.

Our support team will be able to support you during the setup phase by configuring the required user profiles.

Is it possible to customize the bottom menu of the WEM Optimizer mobile app?

Sure you can! This is also a truly unique feature of the WEM Optimizer mobile app.

You can rearrange the bottom menu under settings by simply re-ordering the modules that you'd like to access more frequently to have these always visible in the bottom menu. In addition the far right bottom icon opens up the full app menu panel to select any screen you'd like to navigate to.

How is my access to other user and queue data managed?

WEM Optimizer is fully based on Genesys Cloud APIs and as such subject to the assigned permissions granted for each feature. All permissions are defined in Genesys Cloud and leveraged by WEM Optimizer to ensure security and controlled access based on divisions, business units, management units or gamification profiles.

How does the WEM Optimizer app get updated with Genesys Cloud data?

WEM Optimizer Agent as well as Manager versions reply on various methods to get updated. There are essentially 3 types of methods that are used in various screens depending on Genesys Cloud APIs:

Websocket notifications: these are real time notifications that typically update the application when opened in the foreground like Gensys Cloud standard web UI
Mobile notifications: these are also real time notifications via AWS Event bridge and Firebase. Such notifications are also used for alerts
API calls: most of the WEM Optimizer app screens support the so called "pull down to refresh" feature allowing users to get updates on demand

Is it possible to limit API usage by user not to exceed the included license fair use?

Absolutely. This is a unique feature of WEM Optimizer, not only does it allow you to limit API usage by user profile but it does also allow each user to monitor their daily usage over a period of time. In addition users API usage is subject to 3 usage thresholds that throttle API usage without abruptly interrupting app usage.

This allows a fair API usage allocation among all users within the included API allowance of the Genesys Cloud licenses. No other application provides such features!

How does WEM Optimizer manage user login credentials?

WEM Optimizer is designed to be secure and does not store or manage user passwords, instead it is integrated with Genesys Cloud and supports SSO (Single Sign On) including use cases whereby Genesys Cloud delegates login to any supported Identity Server.

Does WEM Optimizer include Gamification?

Indeed, WEM Optimizer Agent and Manager apps do include Gamification Leaderboards and Score Cards. Both apps do include innovative mobile card navigation of all configured metrics in the Genesys Cloud Gamifications Profile. The Manager version does also include vertical card swiping to switch between selected users in addition to advanced filtering capabilities.

This makes gamification much more fun and interesting to use on the go .

How do I raise a support question?

WEM Optimizer app is fully supported by a team of subject matter experts.

Access to support is provided through the app itself where you can describe any issues or log feature requests that will be sent to our support and product teams.