Best Customer Service Automation Software for Medium-Sized Businesses

How Many Customer Service Automation Software Products Does G2 Track?

Total Products under this Category: 241

Category Stats (Sep 2026)

  • Average Rating: 4.62/5 (↑0.01 vs Aug 2026) The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: Esker (+1.29%) - Among all products in this category, Esker recorded the largest rating increase compared to last month

Last updated: September 01, 2026

How Does G2 Rank Customer Service Automation Software Products?

Why You Can Trust G2's Software Rankings:

  • 30 Analysts and Data Experts
  • 45,100+ Authentic Reviews
  • 241+ Products
  • Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

G2 Grid® for Customer Service Automation Software

G2 Grid® for Customer Service Automation Software plotting products by satisfaction and market presence

Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), Zendesk for Customer Service, Fin, Five9 Intelligent Cloud Contact Center Platform, ServiceNow Customer Service Management, Talkdesk, Genesys Cloud CX, and Front.

Underlying data: [Grid® JSON](https://www.g2.com/categories/customer-service-automation/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=fin&focus%5B%5D=five9-intelligent-cloud-contact-center-platform&focus%5B%5D=servicenow-customer-service-management&focus%5B%5D=talkdesk&focus%5B%5D=genesys-cloud-cx&focus%5B%5D=front&segment=mid-market)

Agentforce Service (formerly Salesforce Service Cloud)

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform

Average Rating: 4.4/5.0

Total Reviews: 6,972

How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)?

  • Language: 7.7/10 (Category avg: 8.6/10)
  • Ticket Resolution: 8.3/10 (Category avg: 8.6/10)
  • Ease of Use: 8.4/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)?

  • Seller: Salesforce
  • Company Website:
  • Year Founded: 1999
  • HQ Location: San Francisco, CA
  • Twitter: @salesforce
    579,511 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    89,711 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Salesforce Administrator, Salesforce Developer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 42% Medium, 37% Large

What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)?

AI-generated summary from verified user reviews

Pros
  • Users find Agentforce Service to be easy to configure and use, enhancing productivity and supporting service requirements effectively.
  • Users appreciate the user-friendly UI of Agentforce Service, facilitating easy setup and streamlined case management.
  • Users appreciate the streamlined case management of Agentforce Service, making it easy to keep cases organized and efficient.
  • Users value the efficiency of Agentforce Service, benefiting from its easy setup and seamless integration capabilities.
  • Users value the ease of setup and helpful features in Salesforce Service Cloud, enhancing overall efficiency and support speed.
Cons
  • Users find the complexity of Agentforce Service challenging, especially for new users and custom integrations.
  • Users find the learning curve steep for new users, particularly in configuring automation and workflows effectively.
  • Users find the steep learning curve of Agentforce Service challenging, requiring significant time and training for proficiency.
  • Users find the service to be expensive, especially with additional licensing and feature costs adding up quickly.
  • Users find the complex usability of Agentforce Service challenging, requiring technical expertise for optimal setup and customization.

What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)?

What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)?

Zendesk for Customer Service

"Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. Leveraging AI built on billions of CX interactions, Zendesk enhances the entire service experience—from self-service to agents and admins—improving efficiency at scale. Zendesk equips agents with tools, insights, and context to deliver personalized service across all channels, including social messaging, phone, and email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1800+ apps under one platform. Zendesk QA uses AI to evaluate and improve agent performance, while Workforce Management optimizes scheduling and productivity to ensure readiness during peak times. The solution is easy to implement and adjust without needing IT or developers. Zendesk’s mission is to simplify business complexity and enable meaningful customer connections for companies of all sizes. Serving 130K+ global brands in 30+ languages, Zendesk is headquartered in San Francisco with offices worldwide."

Average Rating: 4.3/5.0

Total Reviews: 6,703

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How Do G2 Users Rate Zendesk for Customer Service?

  • Language: 7.6/10 (Category avg: 8.6/10)
  • Ticket Resolution: 8.1/10 (Category avg: 8.6/10)
  • Ease of Use: 8.6/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Zendesk for Customer Service?

  • Seller: Zendesk
  • Company Website:
  • Year Founded: 2007
  • HQ Location: San Francisco, CA
  • Twitter: @Zendesk
    102,672 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    7,537 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Success Manager, CEO
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 45% Medium, 40% Small

What Do G2 Reviewers Say About Zendesk for Customer Service?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use with Zendesk, benefiting from organized workflows and seamless functionality.
  • Users value the centralized communication and automation features of Zendesk, enhancing efficiency and personalized support.
  • Users value the efficient organization and speedy responses facilitated by Zendesk's centralized customer support system.
  • Users find Zendesk's ease of use invaluable, appreciating its intuitive interface and efficient task management.
  • Users benefit from the easy management of support tickets in Zendesk, enhancing collaboration and efficiency.
Cons
  • Users find Zendesk lacking in missing features, like customizable ticket statuses and commenting options for agents.
  • Users find the limited features of Zendesk frustrating, leading to complex workarounds and time-consuming setups.
  • Users find the learning curve steep due to advanced features, making setup and customization challenging for non-experts.
  • Users find limited customization in Zendesk, requiring significant time and effort to achieve desired setups and configurations.
  • Users find Zendesk's complexity overwhelming for beginners, with a steep learning curve for advanced features and reports.

What Are Recent G2 Reviews of Zendesk for Customer Service?

What Are G2 Users Discussing About Zendesk for Customer Service?

Fin

Fin is a single Customer Agent that can take on different roles, depending on what the conversation needs. Fin can handle sales, service, and more - all as part of one continuous experience for the customer. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Salesforce, HubSpot, and Freshdesk – no migration required. - Affordable at scale with pricing starting at just $0.99 per outcome. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. - Engages buyers as they explore your site, providing instant, relevant answers when intent is highest. - Moves prospects closer to a decision, answering questions about pricing and features, addressing objections, and matching solutions to their needs. - Closes opportunities by guiding qualified buyers to the right next step – booking meetings, starting trials, or handing off to sales with full context. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability – reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by Fin APEX 1.0, the highest-performing, fastest model for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. Ranked #1 AI Agent on G2, with the highest number of reviews.

Average Rating: 4.5/5.0

Total Reviews: 3,745

How Do G2 Users Rate Fin?

  • Language: 8.6/10 (Category avg: 8.6/10)
  • Ticket Resolution: 8.4/10 (Category avg: 8.6/10)
  • Ease of Use: 8.9/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Fin?

  • Seller: Intercom, Inc.
  • Company Website:
  • Year Founded: 2011
  • HQ Location: San Francisco, CA
  • Twitter: @fin_ai
    45,225 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,238 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Success Manager, CEO
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 56% Small, 37% Medium

What Do G2 Reviewers Say About Fin?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the powerful query resolution capabilities of Fin, highlighting its quick access to helpful resources.
  • Users find Fin to be incredibly easy to use and appreciate its quick and efficient responses.
  • Users appreciate Fin's speed and reliability in resolving queries, enjoying its intuitive UI and seamless integration.
  • Users enjoy the efficiency of Fin, benefiting from seamless navigation and effective AI handling of customer queries.
  • Users value the quick and helpful customer support from Intercom, enhancing their overall service experience and satisfaction.
Cons
  • Users find the missing features in Fin, particularly for procedure visibility and conversation simulation, frustrating and limiting.
  • Users find AI limitations in Fin, struggling with unique formats and providing unhelpful responses at times.
  • Users express frustration with limited features in Fin, citing a need for better integration and simulation options.
  • Users find the learning curve challenging, struggling with setup and the need for constant monitoring and attention.
  • Users express concerns over Fin's high pricing, with many features requiring additional payment, leading to unexpected bills.

What Are Recent G2 Reviews of Fin?

What Are G2 Users Discussing About Fin?

Five9 Intelligent Cloud Contact Center Platform

Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves organizations across industries looking to transform customer experiences through intelligent, personalized interactions. With over 1,400 partners globally and 2,700 employees, Five9 combines deep CX expertise with innovative technology to help brands deliver better business outcomes. The Five9 Intelligent CX Platform provides a comprehensive suite of solutions, including omnichannel engagement, agent assistance, workforce engagement, and AI-powered automation. Five9 Genius AI embeds practical artificial intelligence across the platform, enabling hyper-personalized customer journeys where AI Agents and Human Agents work hand in hand. Our open, cloud-native platform integrates effortlessly with leading CRM and enterprise systems, ensuring businesses can personalize experiences while maximizing operational agility. Five9 transforms CX from fragmented, frustrating experiences into seamless, AI-driven journeys that anticipate customer needs. By combining AI's efficiency with the human touch, businesses can deliver better experiences at lower costs, turning their contact centers from cost centers into strategic assets. With industry-leading reliability (99.999% uptime), deep CX expertise, and a consultative partnership approach, Five9 helps businesses unlock efficiency, boost customer satisfaction, and drive long-term loyalty. With Five9, the New CX Starts Here—where customer joy becomes a driving force for business growth.

Average Rating: 4.1/5.0

Total Reviews: 604

How Do G2 Users Rate Five9 Intelligent Cloud Contact Center Platform?

  • Language: 7.8/10 (Category avg: 8.6/10)
  • Ticket Resolution: 7.7/10 (Category avg: 8.6/10)
  • Ease of Use: 8.4/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Five9 Intelligent Cloud Contact Center Platform?

  • Seller: Five9
  • Company Website:
  • Year Founded: 2001
  • HQ Location: San Ramon, CA
  • Twitter: @Five9
    14,856 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    3,127 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Service Representative, Manager
  • Top Industries: Consumer Services, Financial Services
  • Company Size: 56% Medium, 23% Small

What Do G2 Reviewers Say About Five9 Intelligent Cloud Contact Center Platform?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the intuitive interface of Five9, highlighting its seamless integrations and straightforward implementation.
  • Users value the exceptional customer support of Five9, noting its responsiveness and dedication to addressing concerns promptly.
  • Users appreciate the exceptional support from Five9, highlighting their responsiveness and dedication to addressing customer needs.
  • Users value the superb user-friendly interface and seamless integrations of Five9, enhancing their overall experience.
  • Users value the efficiency of Five9, highlighting its easy user setup and streamlined reporting features.
Cons
  • Users face challenges with call issues, particularly due to weak email interaction reporting and slow SMS features.
  • Users find the complexity of Five9's interface and reporting functions challenging, requiring significant training and experience.
  • Users highlight missing features in Five9, underlining a lack of customization and outdated UI for better usability.
  • Users often face technical issues like call drops and system disruptions that hinder overall productivity and workflow efficiency.
  • Users experience poor customer support, often requiring additional assistance and facing communication delays with Five9 services.

What Are Recent G2 Reviews of Five9 Intelligent Cloud Contact Center Platform?

What Are G2 Users Discussing About Five9 Intelligent Cloud Contact Center Platform?

ServiceNow Customer Service Management

ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty.

Average Rating: 4.4/5.0

Total Reviews: 480

How Do G2 Users Rate ServiceNow Customer Service Management?

  • Language: 8.4/10 (Category avg: 8.6/10)
  • Ticket Resolution: 9.4/10 (Category avg: 8.6/10)
  • Ease of Use: 8.5/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind ServiceNow Customer Service Management?

  • Seller: ServiceNow
  • Company Website:
  • Year Founded: 2004
  • HQ Location: Santa Clara, CA
  • Twitter: @servicenow
    55,548 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    35,078 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Associate Consultant, Senior Software Engineer
  • Top Industries: Information Technology and Services, Telecommunications
  • Company Size: 45% Large, 27% Medium

What Do G2 Reviewers Say About ServiceNow Customer Service Management?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use in ServiceNow Customer Service Management, streamlining customer interactions through automation and organization.
  • Users value the seamless integration with ITIL processes, enabling efficient workflows and enhanced customer lifecycle management.
  • Users appreciate the smooth workflow of case management in ServiceNow, enhancing efficiency for both agents and customers.
  • Users value the efficiency of ServiceNow CSM for significantly speeding up issue resolution through streamlined processes and automation.
  • Users value the automation capabilities of ServiceNow, enhancing efficiency in case management and improving customer satisfaction.
Cons
  • Users find the learning curve complicated, needing time to adapt to ServiceNow's customer onboarding and customizations.
  • Users find the steep learning curve of ServiceNow CSM challenging, especially without proper onboarding and training.
  • Users find the complexity of ServiceNow Customer Service Management challenging, especially with its high configurability and steep learning curve.
  • Users find the limited customization in ServiceNow Customer Service Management impacts tracking and communication effectiveness.
  • Users find the interface of ServiceNow Customer Service Management to be not intuitive, making navigation and usability challenging.

What Are Recent G2 Reviews of ServiceNow Customer Service Management?

What Are G2 Users Discussing About ServiceNow Customer Service Management?

Talkdesk

Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. Learn more at: https://www.talkdesk.com/use-cases/ At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

Average Rating: 4.4/5.0

Total Reviews: 2,507

How Do G2 Users Rate Talkdesk?

  • Language: 8.3/10 (Category avg: 8.6/10)
  • Ticket Resolution: 8.0/10 (Category avg: 8.6/10)
  • Ease of Use: 9.1/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Talkdesk?

  • Seller: Talkdesk
  • Company Website:
  • Year Founded: 2011
  • HQ Location: Palo Alto, CA
  • Twitter: @talkdesk
    6,959 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,395 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Supervisor, Customer Service Representative
  • Top Industries: Consumer Services, Computer Software
  • Company Size: 60% Medium, 20% Small

What Do G2 Reviewers Say About Talkdesk?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the user-friendly interface of Talkdesk, enhancing their ability to review conversations and manage calls effectively.
  • Users appreciate the enhanced efficiency of Talkdesk, benefiting from streamlined communication and robust reporting tools.
  • Users appreciate the all-in-one communication platform of Talkdesk, enabling efficient customer assistance across various channels.
  • Users appreciate the seamless call management in Talkdesk, enhancing efficiency and minimizing manual errors during customer interactions.
  • Users value the seamless CRM integration of Talkdesk, enhancing productivity with automated features and strong customer support.
Cons
  • Users experience call issues with Talkdesk, citing audio problems, dropped calls, and unclear error responses.
  • Users experience technical issues with Talkdesk, including dropped calls, glitches, and manual callback settings interruptions.
  • Users express frustration over missing features in Talkdesk, including spellcheck and flexible scheduling options during calls.
  • Users face notification issues with Talkdesk, as unexpected offline status changes disrupt their experience without alerts.
  • Users often face connection issues with Talkdesk, causing frustrating delays and requiring frequent application restarts.

What Are Recent G2 Reviews of Talkdesk?

What Are G2 Users Discussing About Talkdesk?

Genesys Cloud CX

Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution. Its open, flexible architecture allows organizations to integrate easily with existing systems, reducing complexity while creating a more connected experience across channels and enabling innovation without disruption. Organizations use Genesys Cloud CX to accelerate time to value through rapid deployment and easy-to-deploy capabilities, while reducing cost to serve with AI-driven automation. Real-time personalization and context-aware interactions help improve customer satisfaction, while native AI capabilities enhance agent productivity, streamline workflows and support faster, more informed decision-making. A unified data layer provides real-time insights and ensures seamless experiences across channels, eliminating silos and improving visibility across operations. Built-in AI governance supports secure, compliant and explainable adoption, which is especially important for regulated industries. Designed for enterprise scale, the platform delivers high availability, stability and security, with the scalability and flexibility to support global operations and evolving business needs while maintaining resilience. Genesys Cloud CX is widely used by organizations of all sizes to orchestrate personalized customer experiences at scale, improve efficiency, simplify the technology stack and drive measurable ROI.

Average Rating: 4.4/5.0

Total Reviews: 1,476

How Do G2 Users Rate Genesys Cloud CX?

  • Language: 8.8/10 (Category avg: 8.6/10)
  • Ticket Resolution: 8.7/10 (Category avg: 8.6/10)
  • Ease of Use: 8.9/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Genesys Cloud CX?

  • Seller: Genesys
  • Company Website:
  • Year Founded: 1990
  • HQ Location: Menlo Park, CA
  • Twitter: @Genesys
    32,180 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    8,740 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Case Advocate, Manager
  • Top Industries: Information Technology and Services, Financial Services
  • Company Size: 45% Medium, 40% Large

What Do G2 Reviewers Say About Genesys Cloud CX?

AI-generated summary from verified user reviews

Pros
  • Users commend the ease of use of Genesys Cloud CX, enabling seamless access and improved operational agility.
  • Users value the continuous innovation and responsive improvements of Genesys Cloud CX, enhancing operational efficiency and customer satisfaction.
  • Users value the reliability of Genesys Cloud CX, as it enhances business continuity and customer engagement effectively.
  • Users value the efficiency of Genesys Cloud CX, enhancing agility and simplifying operations to meet modern demands.
  • Users value the customization options in Genesys Cloud CX, enhancing their unique routing and call flow needs.
Cons
  • Users note the limited features of Genesys Cloud CX, leading to extra costs and complications for advanced needs.
  • Users find some missing features in Genesys Cloud CX, hindering their ability to fully utilize the system's capabilities.
  • Users find Genesys Cloud CX to have a bit of a complex interface, which can overwhelm new users and hinder navigation.
  • Users are frustrated with inadequate reporting in Genesys Cloud CX, citing limitations and clunky functionality compared to alternatives.
  • Users find the learning curve steep with Genesys Cloud CX, making navigation and feature access challenging initially.

What Are Recent G2 Reviews of Genesys Cloud CX?

What Are G2 Users Discussing About Genesys Cloud CX?

Front

Front is a modern customer experience (CX) platform designed to help businesses prioritize customer interactions. This solution provides a unified workspace for managing all customer conversations, including individual inboxes and internal collaboration tools. By offering a single pane-of-glass view of customer interactions, Front enhances agent productivity by minimizing the need for app switching, ensuring that responses are not only fast but also accurate and personalized. The platform is particularly beneficial for customer-first organizations that require a streamlined approach to communication. Front is tailored for businesses of all sizes, from startups to established enterprises, enabling them to manage customer inquiries efficiently. Specific use cases include handling customer support tickets, managing sales inquiries, and facilitating team collaboration on customer-related tasks. This versatility makes Front an essential tool for any organization looking to improve its customer engagement strategies. One of the key features of Front is its advanced AI capabilities. Unlike traditional customer service AI solutions that often adopt a mistakes-first approach, Front AI is designed to start intelligently and continuously improve over time. It learns from every customer interaction in real time, allowing businesses to scale their operations safely from day one. This proactive learning capability ensures that agents have access to relevant insights and suggestions, enhancing their ability to provide exceptional service. Additionally, Front stands out due to its user-friendly interface and ease of configuration. Businesses can customize the platform to fit their unique workflows without the need for extensive IT resources or third-party consultants. This level of control over the customer experience empowers organizations to adapt quickly to changing customer needs and preferences, ultimately fostering stronger relationships with their clients. With over 9,000 businesses, including notable names like ClickUp, Uber Freight, and Reed & Mackay, trusting Front for their customer engagement needs, the platform demonstrates its effectiveness in delivering efficiency and actionable insights. Front is committed to providing industry-leading customer service to all users, regardless of team size, ensuring that every organization can maintain a customer-first approach in their operations.

Average Rating: 4.7/5.0

Total Reviews: 2,454

How Do G2 Users Rate Front?

  • Ease of Use: 9.1/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Front?

  • Seller: Front App
  • Company Website:
  • Year Founded: 2014
  • HQ Location: San Francisco, CA
  • Twitter: @FrontHQ
    9,411 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    560 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Success Manager, Account Manager
  • Top Industries: Logistics and Supply Chain, Computer Software
  • Company Size: 48% Small, 42% Medium

What Do G2 Reviewers Say About Front?

AI-generated summary from verified user reviews

Pros
  • Users praise the ease of use of Front, enjoying its intuitive design and efficient email management features.
  • Users love Front for its seamless team collaboration, ensuring organized communication and efficient workflow across departments.
  • Users appreciate Front's clean interface and seamless collaboration features, enhancing team coordination and efficiency in managing inboxes.
  • Users appreciate the effective communication in Front, which seamlessly integrates email management and team collaboration.
  • Users find Front's smart commenting feature and organization tools essential for efficient communication and management.
Cons
  • Users face challenges due to missing features like improved search functionality and better folder organization in Front.
  • Users struggle with email tagging issues, finding it cumbersome to manage emails in their 'assigned to me' inbox.
  • Users find email searching and management confusing, often resulting in stress and difficulty locating important messages.
  • Users struggle with email management issues, including limited organization options and occasional system performance problems.
  • Users find the limited features of Front disappointing, especially in relation to its high pricing for small businesses.

What Are Recent G2 Reviews of Front?

What Are G2 Users Discussing About Front?

Google Contact Center AI

Contact Center AI Delight your customers with human-like AI-powered contact center experiences, lower costs, and free up your human agents' time. Contact Center AI enables you to do just that.

Average Rating: 4.3/5.0

Total Reviews: 69

How Do G2 Users Rate Google Contact Center AI?

  • Language: 9.0/10 (Category avg: 8.6/10)
  • Ticket Resolution: 9.1/10 (Category avg: 8.6/10)
  • Ease of Use: 9.0/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Google Contact Center AI?

  • Seller: Google
  • Year Founded: 1998
  • HQ Location: Mountain View, CA
  • Twitter: @google
    31,899,995 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    301,144 employees on LinkedIn®
  • Ownership: NASDAQ:GOOG

Who Uses This Product?

  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 50% Small, 31% Medium

What Are Recent G2 Reviews of Google Contact Center AI?

Gorgias

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries throughout the entire customer journey. Gorgias's AI Agent acts as a super-agent on the brand's team, driving conversations with customers at the right time and on the right channel—from editing orders and managing subscriptions to providing AI-powered product recommendations. Thanks to advanced ecommerce and channel integrations, Gorgias provides a single, streamlined platform where customer assistance is hyper-personalized and ticket resolution happens instantly. Gorgias unlocks the power of conversations, helping brands build lasting customer relationships, improve efficiency, and drive more sales.

Average Rating: 4.6/5.0

Total Reviews: 568

How Do G2 Users Rate Gorgias?

  • Language: 8.7/10 (Category avg: 8.6/10)
  • Ticket Resolution: 9.0/10 (Category avg: 8.6/10)
  • Ease of Use: 9.1/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Gorgias?

  • Seller: Gorgias
  • Company Website:
  • Year Founded: 2015
  • HQ Location: San Francisco, California
  • Twitter: @gorgiasio
    3,747 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    517 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Service Representative, Customer Service Manager
  • Top Industries: Retail, Apparel & Fashion
  • Company Size: 80% Small, 18% Medium

What Do G2 Reviewers Say About Gorgias?

AI-generated summary from verified user reviews

Pros
  • Users highlight the ease of use of Gorgias, enjoying seamless integration and streamlined customer support management.
  • Users love the seamless integrations of Gorgias, enhancing efficiency by centralizing customer interactions across multiple platforms.
  • Users love Gorgias for its seamless multi-channel integration and ease of use, enhancing customer support efficiency.
  • Users praise Gorgias for its easy integrations, streamlining support across multiple platforms like Shopify and enhancing overall efficiency.
  • Users find Gorgias to be a highly efficient helpdesk solution, significantly enhancing customer support and workflow management.
Cons
  • Users note a steep learning curve during setup, requiring significant time for training and adjustment to maximize effectiveness.
  • Users find Gorgias to be too expensive, expressing a desire for more affordable options or better integration of AI services.
  • Users find the missing features in Gorgias limiting, particularly regarding channel connectivity and reporting capabilities.
  • Users report ticketing issues with high add-on charges and persistent glitches that disrupt the overall experience.
  • Users find Gorgias lacks custom reporting features, limiting their ability to analyze interactions as their needs evolve.

What Are Recent G2 Reviews of Gorgias?

What Are G2 Users Discussing About Gorgias?

Gladly

The world’s most customer-centric brands use Gladly’s CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform that puts the customer, not tickets, at the center of every conversation. Gladly is simple to use, maintains a continuous conversation across channels, and balances human connection with intelligent and empathetic automation. For B2C leaders who refuse to compromise, Gladly delivers radically efficient service and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/.

Average Rating: 4.7/5.0

Total Reviews: 1,087

How Do G2 Users Rate Gladly?

  • Language: 9.0/10 (Category avg: 8.6/10)
  • Ticket Resolution: 8.6/10 (Category avg: 8.6/10)
  • Ease of Use: 9.5/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Gladly?

  • Seller: Gladly
  • Company Website:
  • Year Founded: 2014
  • HQ Location: San Francisco, California
  • Twitter: @gladly
    4,071 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    222 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Service Representative, Customer Experience Advisor
  • Top Industries: Retail, Consumer Services
  • Company Size: 61% Medium, 22% Small

What Do G2 Reviewers Say About Gladly?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use in Gladly, making it accessible and beginner-friendly for efficient customer engagement.
  • Users find Gladly extremely helpful for staying organized and easily accessing tools for customer support.
  • Users appreciate the innovative features of Gladly, enhancing efficiency with ticket automation and seamless interactions.
  • Users appreciate the efficiency of Gladly, enhancing workflow and simplifying customer interactions seamlessly.
  • Users value the exceptional onboarding process at Gladly, enhancing collaboration and efficiency in customer service.
Cons
  • Users note the missing features in Gladly, especially in reporting and third-party integrations, affecting usability.
  • Users find the complexity of managing notifications and data overwhelming, hindering their efficiency and response times.
  • Users feel Gladly has limited features that hinder efficiency and accuracy, particularly with AI capabilities and integrations.
  • Users face a slight learning curve initially, though onboarding support helps ease the transition to using Gladly.
  • Users find Gladly's limited customization options for reporting and interface features constrain their analytical capabilities and comfort.

What Are Recent G2 Reviews of Gladly?

What Are G2 Users Discussing About Gladly?

Dialpad Support

Dialpad Support is an AI-native contact center solution that brings real-time AI insights, automation, and coaching into a single system so agents and supervisors have the context they need, when they need it. Dialpad Support modernizes inbound contact centers with real-time transcription, AI summaries, and action items that keep agents focused on the conversation instead of note-taking. Supervisors can coach and monitor teams with live sentiment tracking and automated quality management. Dialpad also offers an outbound solution that guides sales reps with real-time AI coaching, automation, and insights, so both inbound and outbound can run on the same platform. On the Dialpad platform, AI Agents are available for both voice and digital interactions, working alongside your team to handle routine inquiries and free up agents for more complex conversations. With Dialpad, you can: - Provide real-time agent assists - Coach and monitor teams with live sentiment and automated quality management - Use AI Agents across voice and digital channels to support customers around the clock - Turn conversations into intelligence that helps your team know your customer and make informed decisions

Average Rating: 4.4/5.0

Total Reviews: 681

How Do G2 Users Rate Dialpad Support?

  • Ease of Use: 8.9/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Dialpad Support?

  • Seller: Dialpad
  • Company Website:
  • Year Founded: 2011
  • HQ Location: San Ramon, California
  • Twitter: @DialpadHQ
    60 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,503 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Account Manager, Customer Service Rep
  • Top Industries: Financial Services, Consumer Services
  • Company Size: 44% Medium, 31% Small

What Do G2 Reviewers Say About Dialpad Support?

AI-generated summary from verified user reviews

Pros
  • Users find Dialpad Support extremely helpful with effective resources, coaching, and a user-friendly interface for seamless operations.
  • Users appreciate the ease of use of Dialpad Support, finding navigation and support requests simple and efficient.
  • Users appreciate the responsive customer support of Dialpad, highlighting quick resolutions and effective communication.
  • Users value the time-saving transcription and CRM integration features of Dialpad Support, enhancing productivity in client interactions.
  • Users value the rapid response time of Dialpad Support, ensuring prompt assistance for their inquiries and issues.
Cons
  • Users find poor customer support frustrating and time-consuming, often facing delays and unresolved issues with Dialpad.
  • Users experience call connection delays and find reporting to be uninformative and app usage awkward for call reviews.
  • Users express frustration over delayed support, feeling that immediate assistance is often unavailable when needed most.
  • Users experience dialer issues like delays and unupdated queues, impacting functionality and reporting in Dialpad Support.
  • Users experience frustrating long wait times for support responses, particularly during peak hours, impacting their ability to resolve issues quickly.

What Are Recent G2 Reviews of Dialpad Support?

What Are G2 Users Discussing About Dialpad Support?

Decagon

Decagon is the most advanced AI platform for customer support. Trusted by companies like Eventbrite, Bilt, Webflow, Substack, Vanta, Rippling, and Curology, Decagon's AI agents do more than just respond to customers - they can analyze conversations, create custom workflows, connect to your existing knowledge bases, and integrate with your preferred CX tools to deliver the best experiences to your customers.

Average Rating: 4.7/5.0

Total Reviews: 31

How Do G2 Users Rate Decagon?

  • Language: 9.2/10 (Category avg: 8.6/10)
  • Ticket Resolution: 8.0/10 (Category avg: 8.6/10)
  • Ease of Use: 9.0/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 5.7/10 (Category avg: 10/10)

Who Is the Company Behind Decagon?

  • Seller: Decagon
  • Year Founded: 2023
  • HQ Location: San Francisco, US
  • LinkedIn® Page: www.linkedin.com
    579 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Computer Software
  • Company Size: 65% Medium, 23% Small

What Do G2 Reviewers Say About Decagon?

AI-generated summary from verified user reviews

Pros
  • Users value Decagon's exceptional support and quick feature deployment, making it a highly effective and responsive partner.
  • Users appreciate the implementation ease of Decagon, praising its quick setup and intuitive functionality for various use cases.
  • Users praise Decagon for its best-in-class AI integration, enhancing data evaluation and simplifying complex workflows exceptionally well.
  • Users commend Decagon for its exceptional customer support, rapid feature implementation, and tailored solutions for their needs.
  • Users praise Decagon for its exceptional support and quick response times, making it a valuable partner for scaling solutions.
Cons
  • Users note several missing features in Decagon, highlighting usability concerns and a need for improved filtering options.
  • Users feel the limited customization options in Decagon hinder their ability to adapt the product to their needs.
  • Users note a learning curve with Decagon, requiring time to adapt and monitor the evolving AI effectively.
  • Users highlight the usage limitations of Decagon, particularly in filtering and conversation management, impacting efficiency.
  • Users feel limited by access restrictions, as essential features like "Agent Assist" aren't universally available yet.

What Are Recent G2 Reviews of Decagon?

Ozonetel

Ozonetel is an industry-leading provider of a unified customer experience intelligence (oneCXi) platform that empowers businesses of all sizes to engage, convert, and retain customers at scale. The all-in-one cloud-native platform brings together inbound and outbound contact center operations, AI-driven engagement, and workforce optimization, combining scalability, security, and intelligence to power exceptional customer experiences. It enables teams to deliver faster, smarter, and more personalized interactions across every touchpoint. With a proven record of: • Accelerating sales by 50%, • Increasing customer lifetime value by 280% • Reducing operational costs by up to 50% • Improving retention by 60% Ozonetel provides businesses end-to-end visibility, advanced call management, and complete control over the customer journey. Ozonetel powers over 3,500 businesses globally, including top brands such as HDFC Bank, HDB Financial Services, Angel One, TVS Motor, Nykaa, Lenskart, JD Power, Tata 1mg, Niva Bupa, and Fitness First (Landmark Group) helping them deliver exceptional experiences. The platform handles more than 7 billion customer interactions annually, enabling 300,000+ daily agent logins across 150 countries.

Average Rating: 4.6/5.0

Total Reviews: 621

How Do G2 Users Rate Ozonetel?

  • Language: 8.9/10 (Category avg: 8.6/10)
  • Ticket Resolution: 9.0/10 (Category avg: 8.6/10)
  • Ease of Use: 9.1/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Ozonetel?

  • Seller: Ozonetel
  • Company Website:
  • Year Founded: 2007
  • HQ Location: San Jose, California
  • Twitter: @Ozonetel
    771 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    368 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Associate, Assistant Manager
  • Top Industries: Financial Services, Hospital & Health Care
  • Company Size: 62% Medium, 28% Small

What Do G2 Reviewers Say About Ozonetel?

AI-generated summary from verified user reviews

Pros
  • Users find Ozonetel's interface highly intuitive, emphasizing its ease of use for managing calls effectively.
  • Users value Ozonetel's dual calling capabilities, enjoying seamless management of inbound and outbound customer interactions.
  • Users find Ozonetel's call management capabilities convenient, efficiently handling both outbound and inbound customer interactions.
  • Users appreciate the smooth call quality of Ozonetel, enhancing their overall communication and efficiency.
  • Users appreciate the excellent customer support provided by Ozonetel, enhancing their overall experience and satisfaction.
Cons
  • Users find call issues frustrating due to delays and drops, negatively affecting their experience with Ozonetel.
  • Users often experience connection issues such as network problems, call drops, and delays affecting their overall experience.
  • Users experience occasional call connectivity issues, including voice problems and delays affecting their overall experience.
  • Users face connectivity issues with Ozonetel, experiencing delays and SIP disconnections that hinder smooth communication.
  • Users often experience technical issues like call drops and delays, affecting the overall customer experience.

What Are Recent G2 Reviews of Ozonetel?

What Are G2 Users Discussing About Ozonetel?

Textline

Textline is a feature-rich and secure business texting platform. It empowers support, sales, marketing, and operations teams to communicate better and at scale. Connect with customers, leads, patients, or employees using Textline to build better relationships, deliver top-notch customer service, or close more deals. With features like a shared SMS inbox, two-way texting, HIPAA-compliant SMS, live web chat, automations, and more, Textline helps thousands of companies, including 1-800-GOT-JUNK?, Tuft & Needle, and Lyft, improve and streamline business conversations. Try Textline free for 14 days today and start customizing your customer outreach and automating your communication workflows.

Average Rating: 4.7/5.0

Total Reviews: 382

How Do G2 Users Rate Textline?

  • Ease of Use: 9.3/10 (Category avg: 9.1/10)
  • What is your organization's estimated ROI on the product (payback period in months)?: 10/10 (Category avg: 10/10)

Who Is the Company Behind Textline?

  • Seller: Textline
  • Company Website:
  • Year Founded: 2015
  • HQ Location: Los Angeles, CA
  • Twitter: @textline
    281 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    62 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Operations Manager, CEO
  • Top Industries: Hospital & Health Care, Health, Wellness and Fitness
  • Company Size: 68% Small, 27% Medium

What Do G2 Reviewers Say About Textline?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of Textline, enjoying its straightforward interface and seamless communication features.
  • Users appreciate the friendly and responsive customer support from Textline, ensuring quick solutions and assistance.
  • Users appreciate the helpful customer support of Textline, noting quick responses and efficient issue resolution.
  • Users appreciate the excellent communication capabilities of Textline, enabling efficient support and improved service delivery.
  • Users appreciate the efficient communication capabilities of Textline, which significantly improve customer support and service delivery.
Cons
  • Users desire missing features like message status indicators, message editing, and enhanced billing configurations in Textline.
  • Users are frustrated by messaging issues like needing to refresh for new messages and navigation challenges in the app.
  • Users express frustration with notification issues, seeking better filtering and customization options for message alerts.
  • Users find Textline has limited features, particularly lacking in bulk messaging shortcuts and integrations.
  • Users experience unexplained SMS errors that hinder message delivery and lack clear notifications when issues arise.

What Are Recent G2 Reviews of Textline?

What Are G2 Users Discussing About Textline?