Compare Amazon Connect and Gladly 
At a Glance
Market Segments
Mid-Market (50.8% of reviews)
Mid-Market (61.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Amazon Connect
Star Rating
(74)4.5 out of 5
Market Segments
Mid-Market (50.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectGladly
Star Rating
(1,100)4.7 out of 5
Market Segments
Mid-Market (61.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlySummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Gladly excels in providing a comprehensive view of the customer journey, allowing users to manage all interactions in one place. This feature is particularly appreciated for its efficiency, as one user noted that it saves time and reduces the need for additional staff.
- Users say that Amazon Connect offers a robust integration capability, particularly with platforms like Zendesk. Reviewers highlight its ease of use and straightforward setup, making it a strong choice for companies looking for a cloud-based solution that minimizes hardware investments.
- Reviewers mention that Gladly's focus on customer context rather than just communication channels enhances the user experience. This approach allows for seamless management of messages, calls, and social interactions, which users find significantly improves their ability to resolve issues effectively.
- According to verified reviews, Amazon Connect is praised for its performance tracking features, which help users monitor their operations efficiently. Users appreciate the cost-saving benefits of its cloud-based model, which eliminates the need for extensive telephony hardware.
- G2 reviewers highlight that Gladly's support quality is notably high, with users rating it positively for responsiveness and helpfulness. This level of support contributes to a smoother experience, especially for teams that rely heavily on customer service automation.
- Users report that while both platforms are user-friendly, Gladly edges out with slightly higher ratings in ease of use and setup. This is reflected in user feedback that emphasizes the intuitive nature of Gladly's interface, making it easier for teams to adapt quickly.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableGladly
No pricing availableFree Trial
Amazon Connect
Free Trial is available
Gladly
No trial information availableRatings
Meets Requirements
9.2
55
9.3
790
Ease of Use
9.3
56
9.5
796
Ease of Setup
9.2
28
9.2
306
Ease of Admin
9.2
16
9.2
177
Quality of Support
9.0
43
9.4
753
Has the product been a good partner in doing business?
9.0
15
9.5
177
Product Direction (% positive)
8.4
50
9.4
759
Features by Category
Ticket and Case Management
Not enough data
9.2
198
|
Verified
Not enough data
9.2
200
|
Verified
Not enough data
9.2
210
|
Verified
Not enough data
9.1
205
|
Verified
Not enough data
9.1
175
|
Verified
Not enough data
9.2
198
|
Verified
Not enough data
9.3
195
|
Verified
Not enough data
9.3
203
|
Verified
Generative AI
Not enough data
8.3
65
Not enough data
8.5
66
Agentic AI - Help Desk
Not enough data
8.4
29
Not enough data
8.3
29
Not enough data
8.3
28
Communication Channels
Not enough data
9.4
209
|
Verified
Not enough data
9.5
218
|
Verified
Not enough data
9.5
209
|
Verified
Not enough data
8.9
174
|
Verified
Not enough data
9.1
201
|
Verified
Platform
Not enough data
8.2
141
|
Verified
Not enough data
8.6
252
|
Verified
Not enough data
9.2
155
|
Verified
Not enough data
9.1
156
|
Verified
Not enough data
8.8
155
|
Verified
Not enough data
9.3
156
|
Verified
Quality Assurance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Engagement
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Performance
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Channels
9.4
26
|
Verified
9.4
424
8.5
19
9.2
356
9.5
19
|
Verified
9.4
392
Feature Not Available
9.2
386
8.8
20
9.5
428
Generative AI
8.3
6
8.6
146
Functions
9.1
38
|
Verified
9.0
384
9.1
38
|
Verified
9.1
390
8.9
34
|
Verified
9.1
368
8.7
21
|
Verified
Feature Not Available
9.1
22
Feature Not Available
8.9
19
9.0
344
9.6
19
|
Verified
9.0
376
8.9
20
|
Verified
9.1
368
Agentic AI - Contact Center
Not enough data
7.9
26
8.6
6
8.8
26
Not enough data
8.3
26
Not enough data
8.3
26
Administrative
9.0
32
9.4
395
9.3
28
|
Verified
9.2
346
9.0
35
|
Verified
9.2
381
9.4
21
9.4
383
9.4
16
9.1
347
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
Not enough data
9.0
302
Not enough data
9.3
278
Not enough data
9.1
277
Not enough data
9.3
249
Support Automation
Not enough data
9.0
292
Not enough data
9.1
284
Not enough data
9.0
271
Not enough data
9.0
255
Generative AI
Not enough data
8.6
108
Not enough data
8.8
108
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
8.7
57
Not enough data
8.4
53
Not enough data
8.8
55
Automation
Not enough data
8.6
53
Not enough data
8.8
56
Not enough data
8.8
55
Artificial Intelligence
Not enough data
8.5
56
Not enough data
Feature Not Available
Not enough data
8.5
58
Generative AI
Not enough data
8.6
111
Not enough data
8.8
113
Not enough data
7.8
77
Communication
Not enough data
9.4
328
|
Verified
Not enough data
9.2
355
|
Verified
Not enough data
9.2
298
|
Verified
Not enough data
9.3
306
|
Verified
Not enough data
8.7
255
Internal Use
Not enough data
8.6
252
|
Verified
Not enough data
9.2
319
|
Verified
Not enough data
8.8
278
|
Verified
Not enough data
9.4
335
|
Verified
Not enough data
9.3
325
|
Verified
Not enough data
9.3
358
|
Verified
Generative AI
Not enough data
8.9
82
Self-Service Experience
Not enough data
9.4
241
Not enough data
9.2
226
Not enough data
8.8
191
Not enough data
8.9
197
Not enough data
9.0
218
Self-Service Platform
Not enough data
9.3
212
Not enough data
9.2
223
Not enough data
8.9
213
Not enough data
9.2
210
Agentic AI - Customer Self-Service
Not enough data
7.3
18
Not enough data
8.0
18
Not enough data
8.1
18
Not enough data
7.9
18
Not enough data
7.5
18
Not enough data
8.1
18
Not enough data
8.4
18
Generative AI
Not enough data
9.0(won by default)
61
Not enough data
9.0(won by default)
61
Process
Not enough data
9.1(won by default)
179
Not enough data
9.4(won by default)
195
Not enough data
9.4(won by default)
181
Channels
Not enough data
9.7(won by default)
237
Not enough data
9.3(won by default)
189
Not enough data
9.5(won by default)
226
Not enough data
9.3(won by default)
225
Not enough data
9.5(won by default)
227
Insight
Not enough data
9.0(won by default)
197
Not enough data
9.3(won by default)
198
Not enough data
9.3(won by default)
181
Not enough data
9.5(won by default)
182
Generative AI
Not enough data
Not enough data
Generative AI
Not enough data
8.4
45
Not enough data
8.5
46
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.1
15
Not enough data
8.5
14
Not enough data
8.6
14
Not enough data
8.5
16
Not enough data
8.3
14
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
14
Not enough data
7.7
13
Not enough data
8.6
13
Not enough data
8.9
15
Automation
Not enough data
8.9
15
Not enough data
8.0
14
Not enough data
7.3
14
Autonomy
Not enough data
8.4
15
Not enough data
8.8
14
Not enough data
8.3
15
Not enough data
8.6
15
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Amazon Connect and Gladly are categorized as Contact Center and Customer Service Automation
Unique Categories
Amazon Connect is categorized as Speech Analytics, Contact Center Quality Assurance, Contact Center Workforce, and Call Center Infrastructure (CCI)
Gladly is categorized as Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and AI Customer Support Agents
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
19.0%
Information Technology and Services
11.1%
Financial Services
9.5%
Insurance
7.9%
Banking
6.3%
Other
46.0%
Retail
23.9%
Consumer Services
15.7%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
37.2%
Alternatives
Discussions
What is Amazon Connect?
3 Comments
AS
Amazon Connect is a contact center solution provided by AWS with a pay as you go model. This service is straightforwad for even beginers to create a...Read more
when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?
1 Comment
YB
You can merge the calls together, then you are able to disconnect and they will still be on with each otherRead more
What is Amazon Connect used for?
1 Comment
UT
To establish a cloud based contact center with low cost and with scalable resourceRead more
Can we get some more Gladly swag? Hoodie? Lol
2 Comments
IB
Hey John - Thank you for your awesome review. We'll see what we can do! :)
- Team GladlyRead more
What's the best way to connect to our account success rep?
2 Comments
IB
Hi Katheryn,
Thank you for your note. We will be in touch with you shortly to connect on this.
Sincerely,
GladlyRead more
Is there any training environment for gladly
2 Comments
GU
Hi Jerick. Having a "training" (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training...Read more
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
