Webex Contact Center vs. Gladly

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.7 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
Gladly
Score 8.7 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
Webex 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
Webex 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
Webex Contact CenterGladly
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
7.4
18 Ratings
12% below category average
Gladly
-
Ratings
Agent dashboard6.818 Ratings00 Ratings
Validate callers7.217 Ratings00 Ratings
Outbound response7.413 Ratings00 Ratings
Call forwarding7.616 Ratings00 Ratings
Click-to-call (CTC)7.215 Ratings00 Ratings
Warm transfer7.817 Ratings00 Ratings
Predictive dialing7.110 Ratings00 Ratings
Interactive voice response7.816 Ratings00 Ratings
REST APIs7.417 Ratings00 Ratings
Call scripts7.514 Ratings00 Ratings
Call tracking7.216 Ratings00 Ratings
Multichannel integration7.516 Ratings00 Ratings
CRM software integration7.215 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
7.4
16 Ratings
11% below category average
Gladly
-
Ratings
Inbound call routing7.415 Ratings00 Ratings
Omnichannel inbound routing7.315 Ratings00 Ratings
Recording7.216 Ratings00 Ratings
Quality management7.713 Ratings00 Ratings
Call analytics7.715 Ratings00 Ratings
Historical reporting7.115 Ratings00 Ratings
Live reporting7.214 Ratings00 Ratings
Customer surveys7.014 Ratings00 Ratings
Customer interaction analytics8.013 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Webex Contact Center
-
Ratings
Gladly
8.0
2 Ratings
0% below 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
Webex Contact Center
-
Ratings
Gladly
10.0
1 Ratings
23% 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
Webex Contact Center
-
Ratings
Gladly
10.0
2 Ratings
23% 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
Webex Contact CenterGladly
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 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
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterGladly
Likelihood to Recommend
8.1
(19 ratings)
10.0
(2 ratings)
Likelihood to Renew
8.2
(1 ratings)
10.0
(1 ratings)
Support Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Webex Contact CenterGladly
Likelihood to Recommend
Cisco
I think it's well suited for companies that have a social media presence in addition to call center because I know the application allows you to use multiple sources of communication with your customers. I think it wouldn't work very well at the moment with remote staff in a call center only because of the reporting issue I talked about before. I've had to triage situations where calls were made but we have no record of it or even if the calls were made, we can't find them or they're misreported. So it's ideal for people that you can manage in the office.
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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
Cisco
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
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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
Cisco
  • The chat space could be improved within the call rooms to be able to share quick writings.
  • In international calls there are usually failures, especially audio.
  • Being able to have an unlimited number of users at the same time in basic rooms.
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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
Cisco
No answers on this topic
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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Support Rating
Cisco
No answers on this topic
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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Alternatives Considered
Cisco
They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond.
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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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Return on Investment
Cisco
  • It doesn't take a lot of investment to train new Webex users.
  • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
  • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
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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

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view