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Telecommunications · head to head

Genesys Cloud vs Gladly

Genesys Cloud logo

Genesys Cloud

Telecommunications

Experience as a Service

From
$75/month
Free plan
No
Full reviewWebsite
Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Genesys Cloud all four published tiers are billed annually; Gladly no pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • They diverge on capability: Genesys Cloud covers Omnichannel, Gladly covers Lifelong conversation.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Genesys Cloud and Gladly actually diverge.

Attributes where Genesys Cloud and Gladly differ
AttributeGenesys CloudGladly
Starting price$75/month$180/month
PlatformsWeb, Desktop, Ios, AndroidWeb, Ios, Android
CategoryTelecommunicationsCustomer Support
Founded19902014

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Genesys Cloud

  • Omnichannel
  • ACD
  • Predictive engagement
  • WFM
  • Quality management
  • Bots
  • Microsoft Dynamics
  • Zendesk

Only in Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • Knowledge base
  • Shopify
  • Magento
  • Kustomer

Both cover

  • IVR
  • Salesforce
  • SOC2
  • PCI DSS
  • Web support
  • Ios support

What people use each for

The jobs each tool is most often brought in to do.

Genesys Cloud

  • Cloud contact centre across voice, digital and self service channelsnot Gladly
  • Workforce engagement and routing for large support operationsnot Gladly

Gladly

  • Customer service built around a single customer record rather than ticketsnot Genesys Cloud
  • Handling support conversations across voice, messaging and emailnot Genesys Cloud

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Genesys Cloud

  • All four published tiers are billed annually
  • The published rates are named user licences tied to a specific person, so a shift based operation cannot share a seat
  • Concurrent user licences, which is what shift work needs, are sold at a premium above these rates
  • Entry pricing is $75 per user per month, rising to $240 on the top tier

Gladly

  • No pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • The pricing page presents outcome statistics in place of any cost information
  • Every route to a figure goes through a demo or sales conversation

Pricing, plan by plan

Genesys Cloud

$75/month
  • Genesys Cloud CX 1$75/month
    • Voice
    • IVR
    • Callback
  • Genesys Cloud CX 2$110/month
    • CX 1 + Digital
    • Quality management
    • WFM
  • Genesys Cloud CX 3$140/month
    • CX 2 + Analytics
    • Advanced AI
    • Journey management

Gladly

$180/month
  • Hero$180/month
    • All channels
    • Customer timeline
    • Knowledge base
  • Superhero$210/month
    • Everything in Hero
    • Custom reporting
    • Advanced rules

Which should you pick?

Choose Genesys Cloud if

  • You need omnichannel.
  • You work on Web, Desktop, Ios, Android.
  • You also want acd.
Genesys Cloud review

Choose Gladly if

  • You need lifelong conversation.
  • You work on Web, Ios, Android.
  • You also want omnichannel support.
Gladly review

Questions people ask

Is Genesys Cloud or Gladly better?
Neither clearly leads. Genesys Cloud starts at $75/month and Gladly at $180/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Genesys Cloud or Gladly?
Genesys Cloud starts at $75/month and Gladly at $180/month.
Does Genesys Cloud or Gladly run on more platforms?
Genesys Cloud runs on Web, Desktop, Ios, Android. Gladly runs on Web, Ios, Android.
What is Genesys Cloud best used for?
Genesys Cloud is most often used for cloud contact centre across voice, digital and self service channels, workforce engagement and routing for large support operations. Of those, cloud contact centre across voice, digital and self service channels and workforce engagement and routing for large support operations are not what Gladly is typically brought in for.
What can Genesys Cloud do that Gladly cannot?
Genesys Cloud covers Omnichannel, ACD, Predictive engagement, WFM. Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Both handle IVR, Salesforce, SOC2, PCI DSS.

Answered from the vendors’ own pages

Genesys Cloud: What is Genesys Cloud's pricing?

Genesys Cloud offers flexible pricing to suit customer needs, allowing businesses to purchase only the capabilities needed with easy scaling options. Specific pricing details are not provided on the main product page and require visiting the dedicated pricing page or contacting Genesys directly.

Source
Gladly: How much does Gladly cost?

Gladly does not publish pricing on its website. The vendor directs prospective customers to request a demo or contact the sales team for custom pricing tailored to organizational needs.

Source
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