8x8 Contact Center vs. Gladly

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.5 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Gladly
Score 8.3 out of 10
N/A
Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.
$38
Per Month Per User
Pricing
8x8 Contact CenterGladly
Editions & Modules
No answers on this topic
Task Based
$38.00
Per Month Per User
Customer Facing
$150.00
Per Month Per User
Offerings
Pricing Offerings
8x8 Contact CenterGladly
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
8x8 Contact CenterGladly
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
6.9
131 Ratings
19% below category average
Gladly
-
Ratings
Agent dashboard7.8116 Ratings00 Ratings
Validate callers6.9105 Ratings00 Ratings
Outbound response8.0102 Ratings00 Ratings
Call forwarding8.0119 Ratings00 Ratings
Click-to-call (CTC)5.577 Ratings00 Ratings
Warm transfer8.0115 Ratings00 Ratings
Predictive dialing7.953 Ratings00 Ratings
Interactive voice response7.169 Ratings00 Ratings
REST APIs7.541 Ratings00 Ratings
Call scripts7.469 Ratings00 Ratings
Call tracking6.9115 Ratings00 Ratings
Multichannel integration4.567 Ratings00 Ratings
CRM software integration4.459 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.8
122 Ratings
6% below category average
Gladly
-
Ratings
Inbound call routing7.8111 Ratings00 Ratings
Omnichannel inbound routing8.161 Ratings00 Ratings
Recording8.0108 Ratings00 Ratings
Quality management7.7108 Ratings00 Ratings
Call analytics7.5108 Ratings00 Ratings
Historical reporting7.3100 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.157 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
8x8 Contact Center
-
Ratings
Gladly
8.0
2 Ratings
1% above category average
Organize and prioritize service tickets00 Ratings5.02 Ratings
Expert directory00 Ratings10.01 Ratings
ITSM collaboration and documentation00 Ratings10.02 Ratings
Ticket creation and submission00 Ratings10.01 Ratings
Ticket response00 Ratings5.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
8x8 Contact Center
-
Ratings
Gladly
10.0
1 Ratings
25% above category average
External knowledge base00 Ratings10.01 Ratings
Internal knowledge base00 Ratings10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
8x8 Contact Center
-
Ratings
Gladly
10.0
2 Ratings
27% above category average
IVR00 Ratings10.02 Ratings
Social integration00 Ratings10.02 Ratings
Email support00 Ratings10.02 Ratings
Help Desk CRM integration00 Ratings10.02 Ratings
Best Alternatives
8x8 Contact CenterGladly
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterGladly
Likelihood to Recommend
7.7
(135 ratings)
10.0
(2 ratings)
Likelihood to Renew
7.7
(6 ratings)
10.0
(1 ratings)
Usability
8.3
(21 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
3.5
(52 ratings)
10.0
(1 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.4
(4 ratings)
-
(0 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
8x8 Contact CenterGladly
Likelihood to Recommend
8x8, Inc.
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
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Gladly Software
Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.
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Pros
8x8, Inc.
  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
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Gladly Software
  • Easy to use interface. Supporting customers is as easy as texting a friend.
  • True Omnichannel support system where all channels live on the same screen without the need to hop between applications.
  • Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.
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Cons
8x8, Inc.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
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Gladly Software
  • Gladly has errors where it times out and I lose a call. Which negatively reflects on me.
  • If a contact is not currently assigned to me and I don’t know their info I can’t find them easily even if I was associated with the ticket.
  • The inbox could notify you better of completed tasks and keep better track of your history in your own account.
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Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
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Gladly Software
Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction
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Usability
8x8, Inc.
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
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Gladly Software
No answers on this topic
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Gladly Software
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Gladly Software
No answers on this topic
Support Rating
8x8, Inc.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
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Gladly Software
Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.
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In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Gladly Software
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Gladly Software
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Gladly Software
No answers on this topic
Alternatives Considered
8x8, Inc.
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
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Gladly Software
Gladly truly delivers what other vendors promote:
  • True Omnichannel support.
  • Easy to use UI.
  • Robust reporting.
  • Full SaaS solution.
  • Built-in knowledgebase.
  • Simple implementation.
  • Great support team.
  • True business partnership.
  • Full 360 views of your customer.
  • Reduced ramp time for agents.
It truly is the future of Customer Support software. True game changer.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Gladly Software
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Gladly Software
No answers on this topic
Return on Investment
8x8, Inc.
  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
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Gladly Software
  • It positively helps us communicate with each other before we communicate with the timer if there are any questions or issues.
  • Gladly helps prioritize email vs phone call and chat so that you are focusing on the most important task at hand.
  • Gladly allows you to view what other representatives are doing and if they are busy or available for questions.
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ScreenShots