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Compare Gladly and NiCE CXone Mpower 
Featured Products
At a Glance
Market Segments
Mid-Market (61.2% of reviews)
Mid-Market (52.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $71.00 1 Agent Per Month
Gladly
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 GladlyNiCE CXone Mpower
Star Rating
(1,726)4.3 out of 5
Market Segments
Mid-Market (52.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Gladly excels in providing a seamless view of the entire 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 that would otherwise require additional staffing.
- Users say that NiCE CXone Mpower offers robust performance tracking features, enabling teams to review their daily activities effectively. Reviewers highlighted the ability to pull calls from reports efficiently, which aids in situational awareness and enhances overall service levels.
- According to verified reviews, Gladly's focus on customer context rather than just communication channels is a significant advantage. Users enjoy the integration with their CRM, which streamlines workflows and reduces the need to juggle multiple inboxes.
- Reviewers mention that while NiCE CXone Mpower has a customizable dashboard that helps users monitor incoming calls and agent performance, it may not be as intuitive as Gladly's interface, which is praised for its user-friendliness and ease of navigation.
- Users highlight that Gladly's features, such as the Sidekick tool and the Answers feature, significantly enhance productivity by providing quick access to information needed to resolve customer issues effectively. This contrasts with NiCE CXone Mpower, which, while powerful, may require more effort to configure for specific workflows.
- G2 reviewers indicate that Gladly's overall support quality is superior, with users appreciating the responsive assistance they receive. In comparison, while NiCE CXone Mpower does offer solid support, some users feel it could improve in this area to match Gladly's high standards.
Pricing
Entry-Level Pricing
Gladly
No pricing availableNiCE CXone Mpower
CXone Mpower Digital Agent
Starting at $71.00
1 Agent Per Month
Digital first package supports 30+ digital channels
- Common data sets and models
- Unified administration and user interface
- Digital Agent routing for 30+ channels
Free Trial
Gladly
No trial information availableNiCE CXone Mpower
Free Trial is available
Ratings
Meets Requirements
9.3
781
8.7
1,191
Ease of Use
9.5
787
8.7
1,207
Ease of Setup
9.3
297
8.0
449
Ease of Admin
9.2
176
8.3
438
Quality of Support
9.4
745
8.3
1,111
Has the product been a good partner in doing business?
9.6
176
8.2
435
Product Direction (% positive)
9.4
750
8.2
1,108
Features by Category
Ticket and Case Management
9.2
195
|
Verified
8.6
7
9.2
193
|
Verified
8.3
7
9.3
206
|
Verified
8.6
7
9.2
202
|
Verified
8.8
7
9.1
173
|
Verified
7.9
7
9.2
196
|
Verified
8.6
7
9.2
193
|
Verified
8.6
7
9.3
202
|
Verified
8.8
7
Generative AI
8.3
62
Not enough data
8.5
64
Not enough data
Agentic AI - Help Desk
8.3
26
Not enough data
8.2
26
Not enough data
8.4
26
Not enough data
Communication Channels
9.4
208
|
Verified
9.4
6
9.5
213
|
Verified
9.5
7
9.5
203
|
Verified
9.0
7
8.9
172
|
Verified
7.8
6
9.1
198
|
Verified
8.8
7
Platform
8.2
140
|
Verified
8.3
7
8.6
252
|
Verified
9.1
11
9.2
155
|
Verified
8.8
7
9.1
154
|
Verified
8.8
7
8.9
152
|
Verified
8.8
7
9.3
153
|
Verified
8.3
7
Dialing Options
Not enough data
8.9
311
|
Verified
Not enough data
9.0
287
|
Verified
Not enough data
Not enough data
Agent Tools
Not enough data
9.0
263
|
Verified
Not enough data
8.9
276
|
Verified
Not enough data
9.2
313
|
Verified
Automation
Not enough data
8.8
230
|
Verified
Not enough data
9.0
247
|
Verified
Not enough data
8.9
210
|
Verified
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
8.3
7
Knowledge Management
Not enough data
8.8
7
Not enough data
7.6
7
Not enough data
8.1
7
Compliance
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
9.0
7
Not enough data
7.4
7
Customer Support
Not enough data
7.9
7
Not enough data
8.1
7
Not enough data
7.6
7
Data Security
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.8
7
Administration
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.6
7
Generative AI
Not enough data
Not enough data
Quality Assurance
Not enough data
9.0
253
Not enough data
9.0
237
Not enough data
8.8
263
Engagement
Not enough data
9.0
238
Not enough data
9.0
250
Not enough data
8.8
238
Performance
Not enough data
8.9
238
Not enough data
9.2
256
Generative AI
Not enough data
5.2
18
Not enough data
5.4
18
Channels
9.4
422
9.1
625
|
Verified
9.2
354
8.5
326
|
Verified
9.4
390
8.5
352
|
Verified
9.2
384
8.3
296
|
Verified
9.5
426
8.5
350
|
Verified
Generative AI
8.6
144
7.0
48
Functions
9.0
382
8.8
653
|
Verified
9.1
388
9.0
691
|
Verified
9.1
366
8.9
547
|
Verified
Feature Not Available
8.7
386
|
Verified
Feature Not Available
8.8
457
|
Verified
9.0
342
8.9
553
|
Verified
9.0
374
8.8
556
|
Verified
9.1
366
8.7
497
|
Verified
Agentic AI - Contact Center
7.8
24
8.1
6
8.8
24
7.8
6
8.1
24
8.3
6
8.3
24
7.8
6
Administrative
9.4
393
8.6
516
|
Verified
9.2
344
8.9
546
|
Verified
9.2
380
8.6
642
|
Verified
9.4
381
9.0
513
|
Verified
9.1
346
8.9
430
|
Verified
Workforce Management
Not enough data
9.3
289
|
Verified
Not enough data
9.2
280
|
Verified
Not enough data
8.9
226
|
Verified
Not enough data
9.0
227
|
Verified
Not enough data
8.6
177
|
Verified
Administration
Not enough data
8.9
230
|
Verified
Not enough data
9.2
271
|
Verified
Not enough data
9.0
295
|
Verified
Not enough data
8.7
220
|
Verified
Not enough data
9.0
227
|
Verified
Conversational Platform
9.0
300
Not enough data
9.3
276
Not enough data
9.1
276
Not enough data
9.3
247
Not enough data
Support Automation
9.0
291
Not enough data
9.1
282
Not enough data
9.0
269
Not enough data
9.0
253
Not enough data
Generative AI
8.7
105
Not enough data
8.8
106
Not enough data
Messaging Channels
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
Platform
Not enough data
8.6
32
Not enough data
7.5
27
Not enough data
8.8
34
Not enough data
9.2
38
Not enough data
8.6
35
Not enough data
9.4
31
Not enough data
9.3
37
Generative AI
Not enough data
Feature Not Available
Workforce Management
Not enough data
9.4
36
Not enough data
9.0
33
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
9.4
38
Not enough data
8.8
39
Customer Support
8.8
55
Not enough data
8.3
51
Not enough data
8.8
53
Not enough data
Automation
8.6
51
Not enough data
8.8
54
Not enough data
8.7
53
Not enough data
Artificial Intelligence
8.5
54
Not enough data
Feature Not Available
Not enough data
8.5
56
Not enough data
Generative AI
8.6
109
Not enough data
8.8
111
Not enough data
7.7
75
Not enough data
Communication
9.4
326
|
Verified
Not enough data
9.2
352
|
Verified
Not enough data
9.2
296
|
Verified
Not enough data
9.3
304
|
Verified
Not enough data
8.7
253
Not enough data
Internal Use
8.6
252
|
Verified
9.1
11
9.2
317
|
Verified
Not enough data
8.8
276
|
Verified
Not enough data
9.4
333
|
Verified
Not enough data
9.3
323
|
Verified
Not enough data
9.3
356
|
Verified
Not enough data
Generative AI
8.9
80
Not enough data
Self-Service Experience
9.4
239
8.1
7
9.2
224
7.5
8
8.8
189
7.5
8
8.9
195
7.5
8
9.0
216
7.3
8
Self-Service Platform
9.3
209
8.3
8
9.2
221
8.3
8
8.9
211
7.9
8
9.2
207
8.1
7
Agentic AI - Customer Self-Service
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
Not enough data
Generative AI
9.0(won by default)
59
Not enough data
9.1(won by default)
59
Not enough data
Process
9.1(won by default)
177
Not enough data
9.4(won by default)
193
Not enough data
9.4(won by default)
179
Not enough data
Channels
9.7(won by default)
235
Not enough data
9.4(won by default)
187
Not enough data
9.5(won by default)
224
Not enough data
9.3(won by default)
223
Not enough data
9.5(won by default)
225
Not enough data
Insight
9.0(won by default)
195
Not enough data
9.3(won by default)
196
Not enough data
9.3(won by default)
179
Not enough data
9.5(won by default)
180
Not enough data
Generative AI
Not enough data
6.7
5
Generative AI
8.3
43
Not enough data
8.5
44
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.1
13
Not enough data
8.6
12
Not enough data
8.3
12
Not enough data
8.6
14
Not enough data
8.3
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.2
11
Not enough data
8.5
11
Not enough data
8.8
13
Not enough data
Automation
8.7
13
Not enough data
8.2
12
Not enough data
8.2
12
Not enough data
Autonomy
8.3
13
Not enough data
8.6
12
Not enough data
8.2
13
Not enough data
8.5
13
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
Gladly and NiCE CXone Mpower are categorized as Customer Service Automation, Digital Customer Service Platforms, Help Desk, Contact Center, Customer Self-Service, and AI Customer Support Agents
Unique Categories
NiCE CXone Mpower is categorized as Contact Center Quality Assurance, Speech Analytics, Contact Center Knowledge Base, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), and Proactive Notification
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
NiCE CXone Mpower
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
Retail
24.1%
Consumer Services
15.8%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
36.8%
Consumer Services
10.4%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.0%
Hospital & Health Care
5.8%
Other
60.5%
Alternatives
Discussions
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
Does it ever pause or get frozen after a call
2 Comments
MG
Yep when we first cut over to CX One our Agents Max Client kept freezing, and dropping the call. OR calls would come in and the Agent Leg would not connect...Read more
Are we working on a feature that would allow for the MyAgent box to remain on top of other windows?
1 Comment
OS
Hi Emma. Thanks for your question. Please refer to our Customer Community at http://community.niceincontact.com . Our product team can answer any...Read more
What other features that you can do using inContact?
1 Comment
JC
I'm not currently using their survey software but I was able to integrate with a third party that focuses on surveys and NPS. Most third parties have a very...Read more
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