Compare Genesys Cloud CX and Gladly 
Featured Products
At a Glance
Market Segments
Mid-Market (46.3% of reviews)
Mid-Market (61.1% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,526)4.4 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXGladly
Star Rating
(1,099)4.7 out of 5
Market Segments
Mid-Market (61.1% 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 Genesys Cloud CX excels in customization, allowing organizations to tailor the platform to their specific routing needs. Users appreciate the flexibility to configure call flows, which has proven invaluable for unique operational requirements.
- Users say that Gladly stands out for its ease of use, with an intuitive layout that enables agents to navigate customer interactions quickly. This user-friendly design reduces friction and enhances productivity, making it a favorite among teams looking for a seamless experience.
- According to verified reviews, Genesys Cloud CX has made significant strides in AI-powered automation, with features that allow the system to take actions across various platforms rather than just responding to queries. This advancement has been highlighted as a practical improvement for agents.
- Reviewers mention that Gladly's people-centered model eliminates the frustrations of traditional ticketing systems. Users appreciate the continuous conversation feature, which allows agents to access previous interactions easily, streamlining the support process.
- G2 reviewers highlight that while Genesys Cloud CX has a robust feature set, some users have faced challenges with configuration to match their specific workflows. This can lead to a steeper learning curve for teams that require tailored setups.
- Users report that Gladly's quick setup process is a significant advantage, with many finding the onboarding experience straightforward and efficient. This ease of implementation is particularly beneficial for organizations looking to get up and running without extensive delays.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableGladly
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Gladly
No trial information availableRatings
Meets Requirements
8.6
1,059
9.3
789
Ease of Use
8.9
1,093
9.5
795
Ease of Setup
8.4
651
9.3
305
Ease of Admin
8.5
602
9.2
177
Quality of Support
8.2
1,015
9.4
752
Has the product been a good partner in doing business?
8.5
595
9.5
177
Product Direction (% positive)
8.7
963
9.4
758
Features by Category
Ticket and Case Management
Not enough data
9.2
197
|
Verified
Not enough data
9.2
199
|
Verified
Not enough data
9.2
209
|
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
8.4
175
|
Verified
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
Messenger
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Not enough data
Channels
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Not enough data
Customers
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Not enough data
Agentic AI - Conversational Marketing
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
Dialing Options
8.9
144
Not enough data
8.9
128
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
124
Not enough data
8.7
138
Not enough data
9.2
162
Not enough data
Automation
8.6
121
Not enough data
9.2
147
Not enough data
8.7
108
Not enough data
Agentic AI - Auto Dialer
9.2
6
Not enough data
8.6
6
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Not enough data
Quality Assurance
8.8
159
Not enough data
8.6
149
Not enough data
7.8
160
Not enough data
Engagement
8.5
139
Not enough data
8.2
159
Not enough data
8.2
148
Not enough data
Performance
8.5
154
Not enough data
8.9
152
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
351
|
Verified
9.4
424
8.2
206
9.2
356
8.6
239
|
Verified
9.4
392
8.3
204
|
Verified
9.2
386
8.3
238
|
Verified
9.5
428
Generative AI
7.8
68
8.6
146
Functions
8.8
394
|
Verified
9.0
384
8.8
402
|
Verified
9.1
390
8.8
340
|
Verified
9.1
368
8.3
234
|
Verified
Feature Not Available
8.5
243
|
Verified
Feature Not Available
9.1
316
|
Verified
9.0
344
8.8
303
|
Verified
9.0
376
8.6
244
9.1
368
Agentic AI - Contact Center
6.7
10
7.9
26
8.0
11
8.8
26
7.1
11
8.3
26
6.7
10
8.3
26
Administrative
8.3
356
|
Verified
9.4
395
8.8
401
|
Verified
9.2
346
7.5
437
|
Verified
9.2
381
8.8
286
|
Verified
9.4
383
8.5
261
9.1
347
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Not enough data
Platform
8.8
35
Not enough data
9.3
36
Not enough data
9.1
33
Not enough data
Autonomy - AI Agents
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.6
59
Not enough data
8.8
58
Not enough data
9.1
60
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
58
Not enough data
8.9
62
Not enough data
9.0
56
Not enough data
8.6
61
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Workforce Management
8.7
172
Not enough data
8.6
163
Not enough data
8.5
153
Not enough data
8.2
151
Not enough data
8.0
119
Not enough data
Administration
8.1
145
Not enough data
8.5
164
Not enough data
8.4
172
Not enough data
8.0
145
Not enough data
8.5
153
Not enough data
Administration
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Not enough data
Security
9.3
24
Not enough data
9.4
23
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
Messaging Channels
9.0
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Not enough data
Administration
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Not enough data
Platform
8.7
150
Not enough data
7.8
132
Not enough data
8.9
167
Not enough data
9.2
169
Not enough data
8.8
164
Not enough data
9.2
161
Not enough data
9.1
163
Not enough data
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
154
Not enough data
8.8
151
Not enough data
Call Center Infrastructure (CCI)
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Not enough data
Administrative
9.0
160
Not enough data
8.2
163
Not enough data
Customer Support
9.0
35
8.7
57
8.9
36
8.4
53
8.5
34
8.8
55
Automation
8.7
33
8.6
53
8.6
37
8.8
56
9.1
36
8.8
55
Artificial Intelligence
9.0
35
8.5
56
8.8
35
Feature Not Available
9.0
33
8.5
58
Generative AI
7.8
28
8.6
111
7.6
28
8.8
113
8.2
28
7.8
77
Communication
8.6
176
|
Verified
9.4
328
|
Verified
8.5
178
|
Verified
9.2
355
|
Verified
8.4
131
9.2
298
|
Verified
8.5
145
9.3
306
|
Verified
8.4
97
8.7
255
Internal Use
8.4
175
|
Verified
8.6
252
|
Verified
8.7
168
|
Verified
9.2
319
|
Verified
8.4
129
|
Verified
8.8
278
|
Verified
8.4
145
|
Verified
9.4
335
|
Verified
8.3
141
|
Verified
9.3
325
|
Verified
8.4
137
|
Verified
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
6.9
13
9.0(won by 2.1)
61
7.2
13
9.0(won by 1.8)
61
Process
8.3
28
9.1(won by 0.8)
179
9.0
31
9.4(won by 0.4)
195
8.7
29
9.4(won by 0.7)
181
Channels
8.9
33
9.7(won by 0.8)
237
8.9
34
9.3(won by 0.4)
189
8.8
35
9.5(won by 0.7)
226
9.7(won by 0.4)
37
9.3
225
9.1
33
9.5(won by 0.4)
227
Insight
9.3(won by 0.3)
30
9.0
197
9.0
37
9.3(won by 0.3)
198
8.9
33
9.3(won by 0.4)
181
9.4
31
9.5(won by 0.1)
182
Generative AI
7.5
27
Not enough data
Generative AI
Not enough data
8.4
45
Not enough data
8.5
46
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
Not enough data
7.5
44
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Not enough data
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.3
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
6.2
10
Not enough data
Calling
9.4
61
Not enough data
8.6
54
Not enough data
8.8
60
Not enough data
8.8
60
Not enough data
8.8
11
Not enough data
Contacts
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Not enough data
Insights
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Not enough data
Features
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
8.1
15
7.0
22
8.5
14
7.1
20
8.6
14
7.2
20
8.5
16
7.5
20
8.3
14
Customer Interaction Automation - AI Customer Support Agents
6.9
18
8.2
14
7.6
19
7.7
13
8.2
20
8.6
13
8.2
24
8.9
15
Automation
8.5
25
8.9
15
8.3
20
8.0
14
7.5
19
7.3
14
Autonomy
6.6
22
8.4
15
6.7
21
8.8
14
7.1
21
8.3
15
7.2
20
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
Genesys Cloud CX and Gladly are categorized as Social Customer Service, AI Customer Support Agents, Contact Center, Customer Service Automation, and Live Chat
Unique Categories
Genesys Cloud CX is categorized as Proactive Notification, AI Voice Assistants, AI Agents For Business Operations, Chatbots, Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, VoIP Providers, Contact Center Workforce, and Call Center Infrastructure (CCI)
Gladly is categorized as Digital Customer Service Platforms, Conversational Support, Help Desk, and Customer Self-Service
Reviews
Reviewers' Company Size
Genesys Cloud CX
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
Information Technology and Services
10.9%
Financial Services
10.3%
Telecommunications
5.8%
Consumer Services
5.1%
Accounting
4.6%
Other
63.4%
Retail
23.9%
Consumer Services
15.7%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
37.1%
Alternatives
Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read 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
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