Hello,
As we continue exploring potential partnerships with external rewards platforms, we'd like to better understand whether a more manual rewards management model would still provide value to your organization.
One concept we are considering would allow supervisors to define a conversion rate between contest points and reward points. For example, 100 contest points could equal 1 reward point. Agents would have access to an "Agent Wallet" experience to view their current reward point balance and transaction history.
Supervisors would also be able to manually deduct reward points from an agent's wallet to reflect purchases made through the external rewards platform used by your company.
In addition, we are considering a lightweight rewards catalog within Genesys Cloud that would allow agents to browse available rewards, view point costs, and potentially initiate the reward redemption process directly from Genesys Cloud.
We'd appreciate your feedback on the following:
- Would a manually managed rewards model still provide value for your organization?
- Would supervisor-managed point deductions be operationally acceptable?
- Would visibility into rewards and balances inside Genesys Cloud improve adoption or engagement?
- Are there additional capabilities you would consider essential for this type of experience?
Here are some mockups to help visualize the possible feature.
- Users can manually create available rewards with their point cost.
- Users can set contest points to the reward point conversion amount when configuring contests.
- Agents would have a "Reward Wallet" where they can view potential rewards, current point totals, and point earnings.
- Finally, supervisors would be able to manually adjust the point totals of agents when a reward is purchased.
Thank you in advance for your feedback.
#Gamification------------------------------
Daniel Chapdelaine,
Senior Product Manager, Home + Gamification
Genesys - Employees
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