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Compare Genesys Cloud CX and Gladly 
Featured Products
At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Mid-Market (61.2% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,495)4.4 out of 5
Market Segments
Mid-Market (46.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXGladly
Star Rating
(1,086)4.7 out of 5
Market Segments
Mid-Market (61.2% 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 integrating multiple communication channels, allowing agents to manage voice, chat, email, and messaging seamlessly within a single interface. This integration simplifies workflows and enhances efficiency, as noted by users who appreciate the unified platform for customer interactions.
- Users say that Gladly shines in providing a comprehensive view of the customer journey, regardless of the communication channel. Reviewers highlight the effectiveness of features like Sidekick and Answers, which streamline processes and reduce the need for additional staffing by centralizing information and context.
- According to verified reviews, Gladly outperforms Genesys Cloud CX in terms of ease of use and setup. Users frequently mention that Gladly's intuitive design and straightforward onboarding process make it easier for teams to get started and adapt quickly, enhancing overall productivity.
- Reviewers mention that Genesys Cloud CX offers robust analytics and customizable dashboards, which are particularly beneficial for contact center environments. Users find these features valuable for tracking performance and making data-driven decisions, although some express a desire for more intuitive reporting tools.
- G2 reviewers highlight that Gladly's focus on customer context rather than just communication channels allows for more personalized interactions. Users appreciate how this approach helps them resolve issues more effectively and confidently, as all relevant information is consolidated in one timeline.
- Users report that while Genesys Cloud CX has a solid overall performance, it sometimes faces challenges in meeting specific workflow needs, with some reviewers noting configuration difficulties. In contrast, Gladly's emphasis on user-friendly features and customer-centric design tends to resonate more positively with its user base.
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
1,040
9.3
781
Ease of Use
8.9
1,073
9.5
787
Ease of Setup
8.4
637
9.3
297
Ease of Admin
8.4
588
9.2
176
Quality of Support
8.2
997
9.4
745
Has the product been a good partner in doing business?
8.5
582
9.6
176
Product Direction (% positive)
8.7
942
9.4
750
Features by Category
Ticket and Case Management
Not enough data
9.2
195
|
Verified
Not enough data
9.2
193
|
Verified
Not enough data
9.3
206
|
Verified
Not enough data
9.2
202
|
Verified
Not enough data
9.1
173
|
Verified
Not enough data
9.2
196
|
Verified
Not enough data
9.2
193
|
Verified
Not enough data
9.3
202
|
Verified
Generative AI
Not enough data
8.3
62
Not enough data
8.5
64
Agentic AI - Help Desk
Not enough data
8.3
26
Not enough data
8.2
26
Not enough data
8.4
26
Communication Channels
Not enough data
9.4
208
|
Verified
Not enough data
9.5
213
|
Verified
Not enough data
9.5
203
|
Verified
Not enough data
8.9
172
|
Verified
Not enough data
9.1
198
|
Verified
Platform
Not enough data
8.2
140
|
Verified
8.4
174
|
Verified
8.6
252
|
Verified
Not enough data
9.2
155
|
Verified
Not enough data
9.1
154
|
Verified
Not enough data
8.9
152
|
Verified
Not enough data
9.3
153
|
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
143
Not enough data
8.9
127
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Not enough data
Automation
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
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
8.7
157
Not enough data
8.6
148
Not enough data
7.7
159
Not enough data
Engagement
8.5
138
Not enough data
8.2
158
Not enough data
8.2
147
Not enough data
Performance
8.5
153
Not enough data
8.9
151
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
345
|
Verified
9.4
422
8.2
203
9.2
354
8.6
236
|
Verified
9.4
390
8.3
203
|
Verified
9.2
384
8.3
235
|
Verified
9.5
426
Generative AI
7.8
68
8.6
144
Functions
8.8
392
|
Verified
9.0
382
8.8
400
|
Verified
9.1
388
8.8
337
|
Verified
9.1
366
8.3
232
|
Verified
Feature Not Available
8.5
242
|
Verified
Feature Not Available
9.1
313
|
Verified
9.0
342
8.8
300
|
Verified
9.0
374
8.6
242
9.1
366
Agentic AI - Contact Center
6.7
10
7.8
24
8.0
11
8.8
24
7.1
11
8.1
24
6.7
10
8.3
24
Administrative
8.3
354
|
Verified
9.4
393
8.8
395
|
Verified
9.2
344
7.5
431
|
Verified
9.2
380
8.8
285
|
Verified
9.4
381
8.5
257
9.1
346
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
9.2
35
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
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
56
Not enough data
8.9
60
Not enough data
9.0
56
Not enough data
8.5
59
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
171
Not enough data
8.6
161
Not enough data
8.5
152
Not enough data
8.2
150
Not enough data
8.0
118
Not enough data
Administration
8.1
144
Not enough data
8.5
163
Not enough data
8.4
170
Not enough data
7.9
143
Not enough data
8.5
152
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
300
Not enough data
9.3
276
Not enough data
9.1
276
Not enough data
9.3
247
Support Automation
Not enough data
9.0
291
Not enough data
9.1
282
Not enough data
9.0
269
Not enough data
9.0
253
Generative AI
Not enough data
8.7
105
Not enough data
8.8
106
Messaging Channels
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Not enough data
Administration
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Not enough data
Platform
8.7
147
Not enough data
7.8
131
Not enough data
8.8
165
Not enough data
9.2
167
Not enough data
8.8
162
Not enough data
9.2
160
Not enough data
9.1
162
Not enough data
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
153
Not enough data
8.8
150
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
159
Not enough data
8.2
160
Not enough data
Customer Support
9.0
35
8.8
55
8.9
36
8.3
51
8.5
34
8.8
53
Automation
8.7
33
8.6
51
8.6
37
8.8
54
9.0
35
8.7
53
Artificial Intelligence
9.0
35
8.5
54
8.8
35
Feature Not Available
9.0
33
8.5
56
Generative AI
7.8
28
8.6
109
7.6
28
8.8
111
8.2
28
7.7
75
Communication
8.6
172
|
Verified
9.4
326
|
Verified
8.4
175
|
Verified
9.2
352
|
Verified
8.4
130
9.2
296
|
Verified
8.5
142
9.3
304
|
Verified
8.4
97
8.7
253
Internal Use
8.4
174
|
Verified
8.6
252
|
Verified
8.6
167
|
Verified
9.2
317
|
Verified
8.4
128
|
Verified
8.8
276
|
Verified
8.4
144
|
Verified
9.4
333
|
Verified
8.2
137
|
Verified
9.3
323
|
Verified
8.4
137
|
Verified
9.3
356
|
Verified
Generative AI
Not enough data
8.9
80
Self-Service Experience
Not enough data
9.4
239
Not enough data
9.2
224
Not enough data
8.8
189
Not enough data
8.9
195
Not enough data
9.0
216
Self-Service Platform
Not enough data
9.3
209
Not enough data
9.2
221
Not enough data
8.9
211
Not enough data
9.2
207
Agentic AI - Customer Self-Service
Not enough data
7.4
16
Not enough data
7.8
16
Not enough data
7.8
16
Not enough data
8.0
16
Not enough data
7.3
16
Not enough data
7.9
16
Not enough data
8.3
16
Generative AI
6.9
13
9.0(won by 2.1)
59
7.2
13
9.1(won by 1.9)
59
Process
8.3
28
9.1(won by 0.8)
177
9.0
31
9.4(won by 0.4)
193
8.7
29
9.4(won by 0.7)
179
Channels
9.1
32
9.7(won by 0.6)
235
8.9
33
9.4(won by 0.5)
187
8.7
34
9.5(won by 0.8)
224
9.7(won by 0.4)
36
9.3
223
9.1
33
9.5(won by 0.4)
225
Insight
9.3(won by 0.3)
30
9.0
195
9.0
35
9.3(won by 0.3)
196
8.9
33
9.3(won by 0.4)
179
9.4
31
9.5(won by 0.1)
180
Generative AI
7.5
27
Not enough data
Generative AI
Not enough data
8.3
43
Not enough data
8.5
44
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
7.6
45
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
Not enough data
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
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
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
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
8.1
13
6.7
20
8.6
12
7.1
20
8.3
12
7.0
19
8.6
14
7.6
19
8.3
12
Customer Interaction Automation - AI Customer Support Agents
6.9
18
8.2
12
7.6
19
8.2
11
8.1
19
8.5
11
7.7
19
8.8
13
Automation
8.2
20
8.7
13
8.2
19
8.2
12
7.5
19
8.2
12
Autonomy
6.6
22
8.3
13
6.7
21
8.6
12
7.1
21
8.2
13
7.2
20
8.5
13
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, Live Chat, Contact Center, AI Customer Support Agents, and Customer Service Automation
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, VoIP Providers, Contact Center Workforce, Call Center Infrastructure (CCI), Proactive Notification, AI Agents For Business Operations, Chatbots, and Co-Browsing
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
10.8%
Financial Services
10.3%
Telecommunications
5.8%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Retail
24.1%
Consumer Services
15.8%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
36.8%
Alternatives
Discussions
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
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
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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