Gladly vs NiCE CXone
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Gladly offers fewer features (41 vs 58) and more integrations (30 vs 5). Starting price: Gladly at $50/mo vs NiCE CXone at $110/mo. Gladly has 39 unique features while NiCE CXone has 56 unique features, with 2 features in common.
| Gladly | NiCE CXone | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 41 | 58 |
| AI-Powered Features | 11 | 29 |
| Starting Price | $50/mo | $110/mo |
| Pricing Tiers | 3 | 10 |
| Integrations | 30 | 5 |
| Shared Features | 2 | |
| Shared Integrations | 0 | |
| Data Quality | 71% | 90% |
Feature Comparison by Category
AI (2 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| AI-Powered Suggestions | ||
| Sentiment Analysis |
AI Assistance (0 vs 7)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Bank Agent Assist | ||
| Copilot for Agents | ||
| Copilot for Leaders | ||
| Copilot for Supervisors | ||
| Healthcare Agent Assist | ||
| Insurance Agent Assist | ||
| Retail Agent Assist |
AI Automation (0 vs 10)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| AI Agents for Proactive Engagement | ||
| AI Agents for Self-Service | ||
| Agentic AI Agents | ||
| AutoSummary | ||
| Customer Self-Service Automation | ||
| Customer-Facing Intelligent Virtual Agent | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Proactive AI Agent | ||
| Proactive Patient Engagement AI Agent |
Agent Tools (4 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Agent Workspace | ||
| Bulk Operations | ||
| Canned Responses | ||
| Mobile App |
Analytics (7 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Agent Performance Analytics | ||
| Conversation Analytics | ||
| Customer Health Score | ||
| Customer Satisfaction Surveys | ||
| Customer Segmentation | ||
| Predictive Analytics | ||
| Real-time Reporting Dashboard |
Analytics & Reporting (0 vs 5)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Feedback Management | ||
| Industry Experience Insights | ||
| Interaction Analytics | ||
| Prebuilt Dashboards and BI Reports | ||
| Voice of the Customer |
Automation (5 vs 1)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Automated Workflows | ||
| Chatbot Builder | ||
| Omnichannel Routing | ||
| Scheduled Messages | ||
| Smart Routing | ||
| Workflow Orchestration |
Campaign Management (0 vs 2)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Outbound Campaign Management | ||
| Outbound Engagement Orchestrator |
Commerce Optimization (0 vs 1)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Retail E-commerce Conversion Booster |
Communication (4 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Email Management | ||
| File Sharing | ||
| Multi-channel Messaging | ||
| Voice and Phone Integration |
Communications (0 vs 1)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| UCaaS (NiCE 1CX) |
Compliance (1 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Compliance Reports |
Compliance & Security (0 vs 1)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Recording Management |
Content Management (0 vs 1)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Knowledge Management |
Core (2 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Customer Timeline | ||
| Unified Inbox |
Customer Engagement (0 vs 2)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Journey Orchestration | ||
| Proactive Engagement |
Customer Experience (2 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Callback Feature | ||
| Customer Portal |
Customer Support (0 vs 1)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Customer-Facing Knowledge Portal |
Customization (1 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Custom Fields |
Documentation (2 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Conversation Transcripts | ||
| Knowledge Base Management |
Government Solutions (0 vs 4)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems |
Industry Solutions (0 vs 4)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Banking Engagement Hub | ||
| Healthcare Engagement Hub | ||
| Insurance Engagement and Compliance Hub | ||
| Retail Interactions Hub |
Integration (2 vs 5)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| API Access | ||
| Bring Your Own Agent Assistant | ||
| Bring Your Own Knowledge Base | ||
| Bring Your Own Transcription | ||
| Bring Your Own Virtual Agent | ||
| Prebuilt CRM Integrations | ||
| Webhook Support |
Knowledge Management (0 vs 1)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Employee Knowledge Portal |
Localization (1 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Language Support |
Management (3 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Agent Coaching Tools | ||
| Agent Scheduling | ||
| Quality Assurance |
Organization (2 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Conversation Search | ||
| Conversation Tagging |
Quality Assurance (0 vs 2)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Quality Management | ||
| Screen Recording |
Routing & Orchestration (0 vs 2)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| AI Routing | ||
| Omnichannel Routing |
Security (2 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Role-Based Access Control | ||
| Two-Factor Authentication |
Security & Compliance (0 vs 1)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Trusted Identity & Messaging |
Team Tools (1 vs 0)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Team Collaboration |
User Interface (0 vs 2)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Agent Workspace | ||
| Supervisor Workspace |
Voice (0 vs 1)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Voice Services |
Voice Automation (0 vs 1)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Interactive Voice Response (IVR) |
Workforce Management (0 vs 3)
| Feature | Gladly | NiCE CXone |
|---|---|---|
| Gamification | ||
| Performance Management | ||
| Workforce Management |
Unique Features
Only in Gladly (39)
Bulk Operations
Canned Responses
Mobile App
AI-Powered Suggestions
Sentiment Analysis
Agent Performance Analytics
Conversation Analytics
Customer Health Score
Customer Satisfaction Surveys
Customer Segmentation
Predictive Analytics
Real-time Reporting Dashboard
Automated Workflows
Chatbot Builder
Scheduled Messages
Smart Routing
Email Management
File Sharing
Multi-channel Messaging
Voice and Phone Integration
+ 19 more unique features
Only in NiCE CXone (56)
Bank Agent Assist
Copilot for Agents
Copilot for Leaders
Copilot for Supervisors
Healthcare Agent Assist
Insurance Agent Assist
Retail Agent Assist
Agentic AI Agents
AI Agents for Proactive Engagement
AI Agents for Self-Service
AutoSummary
Customer Self-Service Automation
Customer-Facing Intelligent Virtual Agent
Patient Self-Service Automation
Policyholder Self-Service Automation
Proactive AI Agent
Proactive Patient Engagement AI Agent
Feedback Management
Industry Experience Insights
Interaction Analytics
+ 36 more unique features
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