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Compare Genesys Cloud CX and Glia 
Featured Products
At a Glance
Market Segments
Mid-Market (46.3% of reviews)
Mid-Market (72.2% of reviews)
Entry-Level Pricing
No pricing available
$$$ Contact Us
Genesys Cloud CX
Star Rating
(1,520)4.4 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXGlia
Star Rating
(87)4.8 out of 5
Market Segments
Mid-Market (72.2% of reviews)
Pros & Cons
Entry-Level Pricing
$$$ Contact Us
Learn more about GliaSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in providing a comprehensive platform for managing various communication channels. Users appreciate the ability to handle phone calls, emails, and chats all in one place, which enhances productivity and simplifies workflows.
- Users say that Glia stands out for its exceptional customer support, with many highlighting the positive experiences they've had with the team. The seamless setup process and features like screenshare have been particularly praised, making it easier for users to get started and utilize the platform effectively.
- Reviewers mention that Genesys Cloud CX offers robust multitasking capabilities, allowing agents to manage interactions across different platforms efficiently. This feature is complemented by a clean interface that users find easy to learn, contributing to a smoother day-to-day experience.
- According to verified reviews, Glia's technology is noted for its high quality, especially in recording and analytics functions. Users have found these features to be more user-friendly compared to other options, which can significantly enhance operational efficiency.
- G2 reviewers highlight that while Genesys Cloud CX has a strong overall rating, some users feel it could improve in specific areas like customization and integration with existing systems. This feedback suggests that while the platform is powerful, it may require additional configuration to fully meet unique business needs.
- Users report that Glia's AI features, particularly the voice assistant, show great potential for improving customer interactions. Although currently focused on chat, users are excited about the possibilities of integrating voice capabilities, which could further enhance the user experience.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableGlia
Glia Digital Customer Service Platform
$$$
Contact Us
Glia provides solutions for all customer interactions. To learn more about pricing for Glia's Digital-First Customer Service solutions, please contact Glia at: https://www.glia.com/contact-us
Free Trial
Genesys Cloud CX
Free Trial is available
Glia
No trial information availableRatings
Meets Requirements
8.6
1,054
9.3
52
Ease of Use
8.9
1,088
9.7
68
Ease of Setup
8.4
648
9.3
59
Ease of Admin
8.4
598
9.1
46
Quality of Support
8.2
1,010
9.5
52
Has the product been a good partner in doing business?
8.5
591
9.6
46
Product Direction (% positive)
8.7
957
9.8
50
Features by Category
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
8.6
137
Not enough data
9.2
161
Not enough data
Automation
8.6
121
Not enough data
9.2
146
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
Text Messaging
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
Not enough data
Not enough data
SMS 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
Agentic AI - SMS 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
Quality Assurance
8.8
159
9.5
7
8.6
149
6.2
7
7.8
160
8.8
7
Engagement
8.5
139
6.3
8
8.2
159
5.4
8
8.2
148
Feature Not Available
Performance
8.5
154
6.4
6
8.9
152
7.6
7
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
348
|
Verified
9.3
15
8.2
204
7.2
13
8.6
237
|
Verified
9.6
17
8.3
204
|
Verified
7.8
13
8.3
236
|
Verified
6.5
14
Generative AI
7.8
68
7.2
6
Functions
8.8
393
|
Verified
8.9
14
8.8
401
|
Verified
9.6
14
8.8
339
|
Verified
9.4
11
8.3
233
|
Verified
8.2
10
8.5
243
|
Verified
6.8
12
9.1
314
|
Verified
8.6
13
8.8
302
|
Verified
8.3
13
8.6
244
8.7
13
Agentic AI - Contact Center
6.7
10
Not enough data
8.0
11
Not enough data
7.1
11
Not enough data
6.7
10
Not enough data
Administrative
8.3
356
|
Verified
8.6
16
8.8
397
|
Verified
9.2
16
7.5
433
|
Verified
9.1
17
8.8
286
|
Verified
9.4
16
8.4
260
7.8
13
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
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
57
Not enough data
8.9
61
Not enough data
9.0
56
Not enough data
8.6
60
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
162
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
144
Not enough data
8.5
153
Not enough data
Administration
9.2
25
9.3
20
8.9
24
9.0
21
9.2
23
9.7
24
Security
9.3
24
9.4
22
9.4
23
9.4
21
Conversational Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
9.3
5
Not enough data
Not enough data
Support Automation
Not enough data
9.7
5
Not enough data
9.7
5
Not enough data
9.3
5
Not enough data
Not enough data
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
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
8.8
8
7.8
132
8.1
8
8.8
166
9.2
8
9.2
169
9.6
8
8.8
164
9.6
8
9.2
161
9.5
7
9.1
163
9.5
7
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
154
9.6
8
8.8
151
8.8
8
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
9.6
8
8.2
163
9.2
8
Customer Support
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Not enough data
Automation
8.7
33
Not enough data
8.6
37
Not enough data
9.1
36
Not enough data
Artificial Intelligence
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Not enough data
Generative AI
7.8
28
9.3
14
7.6
28
9.3
15
8.2
28
8.2
13
Communication
8.6
175
|
Verified
9.5
37
8.5
178
|
Verified
9.5
33
8.4
132
6.8
19
8.5
145
9.1
27
8.4
98
9.5
30
Internal Use
8.4
175
|
Verified
8.6
33
8.7
168
|
Verified
9.4
30
8.4
129
|
Verified
8.4
23
8.4
146
|
Verified
8.2
26
8.3
140
|
Verified
8.1
22
8.4
138
|
Verified
8.7
23
Generative AI
Not enough data
9.4
8
Self-Service Experience
Not enough data
9.0
14
Not enough data
9.2
14
Not enough data
7.8
12
Not enough data
8.8
11
Not enough data
8.9
11
Self-Service Platform
Not enough data
9.8
14
Not enough data
8.8
13
Not enough data
8.3
14
Not enough data
9.1
15
Agentic AI - Customer Self-Service
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
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Not enough data
Process
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Not enough data
Channels
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
Not enough data
9.1(won by default)
33
Not enough data
Insight
9.3(won by default)
30
Not enough data
9.0(won by default)
36
Not enough data
8.9(won by default)
33
Not enough data
9.4(won by default)
31
Not enough data
Generative AI
7.5
27
Not enough data
Generative AI
Not enough data
9.8
8
Not enough data
9.6
8
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
65
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
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
Not enough data
7.0
22
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.5
20
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
8.1
23
Not enough data
Automation
8.4
23
Not enough data
8.3
20
Not enough data
7.5
19
Not enough data
Autonomy
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Not enough data
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 Glia are categorized as AI Customer Support Agents, Contact Center, Customer Service Automation, Co-Browsing, Contact Center Quality Assurance, Speech Analytics, Live Chat, and Call Center Infrastructure (CCI)
Unique Categories
Genesys Cloud CX is categorized as Social Customer Service, Proactive Notification, AI Voice Assistants, AI Agents For Business Operations, Chatbots, Genesys AppFoundry Marketplace, UCaaS Platforms, Auto Dialer, Conversational Marketing, Outbound Call Tracking, VoIP Providers, and Contact Center Workforce
Glia is categorized as Digital Customer Service Platforms, Conversational Support, Customer Self-Service, and SMS Marketing
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Glia
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
10.2%
Telecommunications
5.7%
Consumer Services
5.1%
Accounting
4.7%
Other
63.5%
Banking
53.2%
Financial Services
35.4%
Insurance
7.6%
Oil & Energy
1.3%
Luxury Goods & Jewelry
1.3%
Other
1.3%
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
Does it integrate with salesforce since in our company we had difficulties to integrate it.
1 Comment
JC
Erick.
Yes....Glia integrates with Salesforce. We can push and pull data to and from Salesforce. We can show Salesforce view in Glia Hub to agents. Glia...Read more
Glia has no more discussions with answers
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