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  • 1.  WEM | WFO | WFM

    GENESYS
    Posted 08-28-2019 12:19
    Hi everyone,

    Why do we have so many abbreviations for seemingly the same topic (e.g., WEM | WFO | WFM)? Can you please break those down for us? When should we use one over the other? What do they mean?

    Thank you!
    #AskMeAnything(AMA)​
    #AskMeAnything(AMA)

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    Clay Tison
    Genesys - Employees
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  • 2.  RE: WEM | WFO | WFM
    Best Answer

    GENESYS
    Posted 08-28-2019 12:26
    Edited by Clay Tison 08-28-2019 13:10
    Hi Clay,

    I can try :)

    WFM = Workforce Management 
    WFO = Workfore Optimization
    WEM = Workforce Engagement Management

    Products like Optimizer are referred to as "WFM" in the marketplace. WFO is a suite of products which include WFM.  Other products typically include call recording, speech analytics, performance managment, quality assurance/evaluations and surveys.  A few years back Gartner started focusing on the employee engagement aspects of WFO.  We at Genesys started referring to our internal WFO suite at WEM because we have so many capabilities that focus on the employee.  

    Please let us know if you have any additional questions.

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    Michele Fisher
    Genesys - Employees
    Director, Product Management
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    Original Message


  • 3.  RE: WEM | WFO | WFM

    GENESYS
    Posted 08-28-2019 12:37

    WEM: Workforce Engagement Management
    WFO: Workforce Optimization
    WFM: Workforce Management

    WEM is the whole ball of wax. It is the current industry term for encompassing all aspects of forecasting, scheduling, and employee feedback. WFO more specifically covers the recording of interactions and agent performance feedback. WFM relates to the forecasting and scheduling of agents.



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    Charles Fico
    Genesys - Employees
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    Original Message


  • 4.  RE: WEM | WFO | WFM

    GENESYS
    Posted 04-22-2020 17:13
    I realize this is an old thread, but stumbled on it and it reminded me of something. I like this diagram that shows where WFM, WFO, and WEM fall into place. WEM is the outer ring.



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    Leor Grebler
    Genesys - Employees
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    Original Message


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