Compare Genesys Cloud CX and Gladly 
At a Glance
Market Segments
Genesys Cloud CX
Mid-Market (46.3% of reviews)
Gladly
Mid-Market (62.4% of reviews)
Entry-Level Pricing
Genesys Cloud CX
No pricing availableGladly
$180.00 1 Support Hero Per MonthFeatured Products
Sponsored
Surfly
(90)
Co-Browsing
Visit Website
Sponsored
Fullview
(11)
Co-Browsing
Visit Website
Sponsored
Gleen AI
(34)
Customer Service Automation
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Genesys Cloud CX vs Gladly
- Users report that Genesys Cloud CX excels in its ticket creation user experience, scoring 9.4, while Gladly also performs well but slightly lower in this area. Reviewers mention that Genesys provides a more intuitive interface for creating and managing tickets.
- Reviewers mention that Gladly shines in its quality of support, with a score of 9.4 compared to Genesys Cloud CX's 8.1. Users on G2 appreciate Gladly's responsive customer service and helpful resources, making it a preferred choice for support.
- G2 users highlight that Genesys Cloud CX offers robust automation features, particularly in response automation, scoring 9.3. In contrast, Gladly's automation capabilities are noted to be less comprehensive, which some users find limiting for their workflows.
- Users say that Gladly's ease of use is a standout feature, with a score of 9.5, making it particularly appealing for teams looking for a user-friendly interface. In comparison, Genesys Cloud CX, while functional, has a slightly lower ease of use rating at 8.9.
- Reviewers mention that Genesys Cloud CX has a strong performance in omnichannel capabilities, scoring 9.3, which allows for seamless customer interactions across various platforms. Gladly, while also effective, does not match this level of integration, leading some users to prefer Genesys for comprehensive customer engagement.
- Users report that Gladly's customization options are highly praised, with a score of 9.0, allowing businesses to tailor the software to their specific needs. In contrast, Genesys Cloud CX's customization features, while adequate, are seen as less flexible, scoring 8.5 according to user feedback.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableGladly
Hero Package
$180.00
1 Support Hero Per Month
Billed annually, 10 hero minimum
$0.60 per assisted conversation when you opt in.
- Multi-channel communication
- Unified customer view
- People Match®
Free Trial
Genesys Cloud CX
Free Trial is available
Gladly
No trial information availableRatings
Meets Requirements
8.6
983
9.3
675
Ease of Use
8.9
990
9.5
681
Ease of Setup
8.3
562
9.3
195
Ease of Admin
8.4
550
9.2
145
Quality of Support
8.1
940
9.4
646
Has the product been a good partner in doing business?
8.4
546
9.6
145
Product Direction (% positive)
8.7
886
9.4
648
Features by Category
Ticket and Case Management
Not enough data
9.4
147
|
Verified
Not enough data
9.4
143
|
Verified
Not enough data
9.4
154
|
Verified
Not enough data
9.3
155
|
Verified
Not enough data
9.2
129
|
Verified
Not enough data
9.3
153
|
Verified
Not enough data
9.3
143
|
Verified
Not enough data
9.4
156
|
Verified
Generative AI
Not enough data
8.1
20
Not enough data
8.0
21
Communication Channels
Not enough data
9.6
163
|
Verified
Not enough data
9.6
167
|
Verified
Not enough data
9.5
160
|
Verified
Not enough data
9.1
128
|
Verified
Not enough data
9.2
156
|
Verified
Platform
Not enough data
8.6
92
|
Verified
8.5
151
|
Verified
8.8
178
|
Verified
Not enough data
9.2
104
|
Verified
Not enough data
9.2
103
|
Verified
Not enough data
8.9
104
|
Verified
Not enough data
9.4
104
|
Verified
Messenger
8.8
19
Not enough data
9.2
22
Not enough data
9.2
21
Not enough data
8.7
21
Not enough data
Channels
9.0
20
Not enough data
9.2
19
Not enough data
9.3
18
Not enough data
9.0
17
Not enough data
9.1
16
Not enough data
Customers
9.0
23
Not enough data
8.9
20
Not enough data
9.0
21
Not enough data
9.0
19
Not enough data
9.2
20
Not enough data
Dialing Options
8.8
130
Not enough data
8.9
114
Not enough data
8.8
112
Not enough data
Agent Tools
8.8
117
Not enough data
8.5
110
Not enough data
8.6
124
Not enough data
9.1
147
Not enough data
Automation
8.6
108
Not enough data
8.7
90
Not enough data
9.2
132
Not enough data
8.7
93
Not enough data
8.8
126
Not enough data
Quality Assurance
8.7
139
Not enough data
8.6
130
Not enough data
7.6
141
Not enough data
Engagement
8.4
120
Not enough data
8.1
140
Not enough data
8.1
128
Not enough data
Performance
8.5
135
Not enough data
8.9
133
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Channels
9.1
311
|
Verified
9.5
353
8.2
171
9.3
287
8.5
204
|
Verified
9.5
324
8.4
172
|
Verified
9.3
318
8.3
203
|
Verified
9.5
359
Generative AI
Feature Not Available
Feature Not Available
Functions
8.7
362
|
Verified
9.1
320
8.7
371
|
Verified
9.2
324
8.7
308
|
Verified
9.2
301
8.2
202
|
Verified
Feature Not Available
8.4
213
|
Verified
Feature Not Available
9.1
284
|
Verified
9.1
276
8.7
271
|
Verified
9.0
309
8.5
212
9.1
300
Administrative
8.3
325
|
Verified
9.4
324
8.7
365
|
Verified
9.3
277
7.4
400
|
Verified
9.2
314
8.8
257
|
Verified
9.4
315
8.4
227
9.3
282
Responses
9.2
29
8.2
14
9.4
31
9.4
14
8.6
28
8.6
14
Automation - AI Agents
9.0
5
Feature Not Available
9.2
6
Not enough data
Not enough data
Feature Not Available
Not enough data
Feature Not Available
8.9
6
Not enough data
Platform
8.8
30
8.6
11
9.3
30
8.5
12
9.1
28
8.9
12
Autonomy - AI Agents
9.2
6
Not enough data
9.4
6
Not enough data
9.0
5
Feature Not Available
9.0
5
Feature Not Available
Generative AI
Feature Not Available
9.8
7
Feature Not Available
9.0
7
Responses
8.5
44
Not enough data
8.7
43
Not enough data
9.1
45
Not enough data
8.5
46
Not enough data
8.2
41
Not enough data
Platform
8.8
42
Not enough data
8.9
45
Not enough data
9.0
42
Not enough data
8.5
45
Not enough data
8.1
39
Not enough data
8.8
47
Not enough data
8.6
43
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Workforce Management
8.7
156
Not enough data
8.6
146
Not enough data
8.5
137
Not enough data
8.2
134
Not enough data
7.9
102
Not enough data
Administration
8.0
128
Not enough data
8.4
147
Not enough data
8.4
154
Not enough data
7.8
128
Not enough data
8.5
137
Not enough data
Administration
9.3
20
Not enough data
8.9
19
Not enough data
9.3
18
Not enough data
Security
9.4
19
Not enough data
9.5
18
Not enough data
Conversational Platform
Not enough data
9.0
261
Not enough data
9.3
236
Not enough data
9.2
238
Not enough data
9.4
210
Support Automation
Not enough data
9.1
251
Not enough data
9.1
245
Not enough data
9.1
230
Not enough data
9.0
217
Generative AI
Not enough data
8.9
66
Not enough data
8.9
65
Messaging Channels
9.0
24
Not enough data
9.1
25
Not enough data
9.1
27
Not enough data
8.9
26
Not enough data
Administration
8.9
28
Not enough data
9.0
26
Not enough data
8.6
26
Not enough data
8.9
29
Not enough data
Platform
8.6
124
Not enough data
7.8
109
Not enough data
8.8
143
Not enough data
9.1
145
Not enough data
8.8
140
Not enough data
9.1
138
Not enough data
9.1
139
Not enough data
Generative AI
Feature Not Available
Not enough data
Workforce Management
8.8
132
Not enough data
8.7
128
Not enough data
Administrative
9.0
137
Not enough data
8.1
138
Not enough data
Customer Support
8.9
26
8.9
32
8.9
28
8.5
28
8.3
26
8.9
30
Automation
8.7
25
9.0
29
8.4
29
9.0
31
9.0
27
8.8
30
Artificial Intelligence
8.9
27
8.8
32
8.7
27
Feature Not Available
9.0
25
8.8
32
Generative AI
Feature Not Available
9.0
54
Feature Not Available
9.1
55
Feature Not Available
Feature Not Available
Communication
8.6
151
|
Verified
9.5
273
|
Verified
8.4
154
|
Verified
9.3
298
|
Verified
8.3
110
9.4
243
|
Verified
8.4
122
9.4
252
|
Verified
8.4
77
9.1
201
Internal Use
8.5
151
|
Verified
8.8
178
|
Verified
8.6
146
|
Verified
9.4
263
|
Verified
8.4
107
|
Verified
9.2
223
|
Verified
8.3
123
|
Verified
9.5
279
|
Verified
8.2
116
|
Verified
9.4
269
|
Verified
8.4
116
|
Verified
9.4
303
|
Verified
Generative AI
Not enough data
9.3
47
Self-Service Experience
Not enough data
9.5
205
Not enough data
9.3
191
Not enough data
9.1
157
Not enough data
9.1
163
Not enough data
9.1
183
Self-Service Platform
Not enough data
9.4
175
Not enough data
9.4
186
Not enough data
9.2
177
Not enough data
9.4
173
Generative AI
Feature Not Available
9.2(won by default)
34
Feature Not Available
9.2(won by default)
34
Process
8.9
19
9.2(won by 0.3)
150
9.0
21
9.4(won by 0.4)
165
8.9
19
9.4(won by 0.5)
153
Channels
9.4
21
9.7(won by 0.3)
206
9.2
23
9.4(won by 0.2)
160
8.9
23
9.5(won by 0.6)
196
9.6(won by 0.2)
25
9.4
196
9.4
22
9.6(won by 0.2)
197
Insight
9.4(won by 0.2)
21
9.2
169
8.9
25
9.3(won by 0.4)
170
9.0
23
9.5(won by 0.5)
155
9.4
20
9.6(won by 0.2)
156
Generative AI
Feature Not Available
Not enough data
Generative AI
Not enough data
8.8
20
Not enough data
8.5
20
Basic Communication
9.6
52
Not enough data
7.8
36
Not enough data
8.6
41
Not enough data
8.5
38
Not enough data
8.7
44
Not enough data
8.6
44
Not enough data
Access
8.3
43
Not enough data
8.1
37
Not enough data
8.1
38
Not enough data
Advanced Features
8.8
50
Not enough data
8.6
44
Not enough data
9.1
50
Not enough data
Calling
9.3
38
Not enough data
8.1
32
Not enough data
8.7
37
Not enough data
8.5
37
Not enough data
Contacts
8.3
36
Not enough data
8.2
34
Not enough data
8.5
32
Not enough data
Insights
8.3
33
Not enough data
8.6
35
Not enough data
8.6
36
Not enough data
8.2
31
Not enough data
8.1
30
Not enough data
Extensions
8.8
39
Not enough data
9.2
43
|
Verified
Not enough data
9.0
48
|
Verified
Not enough data
Features
8.8
36
Not enough data
8.2
30
Not enough data
8.4
32
|
Verified
Not enough data
9.1
33
|
Verified
Not enough data
8.8
30
|
Verified
Not enough data
Feature Not Available
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and Gladly are categorized as Customer Service Automation, AI Agents, Social Customer Service, Live Chat, and Contact Center
Unique Categories
Genesys Cloud CX is categorized as Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Chatbots, Outbound Call Tracking, VoIP, Contact Center Workforce, Call Center Infrastructure (CCI), and Proactive Notification
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
11.0%
Financial Services
10.4%
Telecommunications
5.5%
Consumer Services
4.8%
Accounting
4.8%
Other
63.4%
Retail
24.4%
Consumer Services
15.1%
Furniture
9.7%
Apparel & Fashion
7.7%
Consumer Goods
6.2%
Other
36.8%
Most Helpful Reviews
Genesys Cloud CX
Most Helpful Favorable Review
Verified User in Law Practice
Available reporting and simple user face.
Most Helpful Critical Review
Verified User in Health, Wellness and Fitness
Reporting. Poor out of box reporting capability. Teams are tightly bound to out of box reports, which are limited. Access to the raw data is extremely limited. Difficult to scale for analytics.
Gladly
Most Helpful Favorable Review
Alecia S.
Verified User in Glass, Ceramics & Concrete
I like that if the customers number matches with a customer in Springfield it links them
Most Helpful Critical Review
Chloe R.
Verified User in Retail
I dislike that there is not a chime to notify me if I've received an email. Sometimes the little banner that generates isn't enough. I also dislike that it doesn't chime to notify me that someone responded to a task I'm following.
Verified User in Law Practice
Available reporting and simple user face.
Alecia S.
Verified User in Glass, Ceramics & Concrete
I like that if the customers number matches with a customer in Springfield it links them
Verified User in Health, Wellness and Fitness
Reporting. Poor out of box reporting capability. Teams are tightly bound to out of box reports, which are limited. Access to the raw data is extremely limited. Difficult to scale for analytics.
Chloe R.
Verified User in Retail
I dislike that there is not a chime to notify me if I've received an email. Sometimes the little banner that generates isn't enough. I also dislike that it doesn't chime to notify me that someone responded to a task I'm following.
Alternatives
Discussions
how do i reschedule emails or put them on hold?
5 comments
MG
The text appears to be related to a technical context, possibly involving software or system design. "States" and "wait feature" could refer to components or...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 obtain agents status data, navigate to the reports tab, select new, and choose the option for 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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