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NiCE CXone vs Gladly Comparison (2026)

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NiCE CXone

Gladly

Overview

For organizations around the globe, NICE provides customer experience (CX) solutions that increase customer satisfaction, boost operational efficiency, and strengthen brand value.

Gladly is a modern customer service platform that powers fast, personal, AI-assisted support—no tickets, no silos, just seamless conversations.

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Video & Screenshots

Pricing

Starting from

110

/user

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

Starting from

No pricing info

Free trial available
Credit cardless trial
Free account
Subscription based

User reviews

4.2

582

273

206

Value for money

Ease of use

Features

Customer support

66%

would recommend this app

4.8

140

116

Value for money

Ease of use

Features

Customer support

91%

would recommend this app

Pros

“They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel.”

Cara P.

Access to Services Section Manager

“The applications are reliable, it's so helpful to see agent activity in real time but also see historical trends, and the technology is intuitive.”

Cara P.

Access to Services Section Manager

“I especially appreciate the flexibility in configuring call flows and IVRs using Studio.”

vignesh k.

Technical specialist

Pros

“This approach provides a more natural, customer‑centric workflow, enabling our team to follow interactions seamlessly across channels and maintain full context in a single thread.”

Stephanie K.

Senior Director of Customer Service

“The reporting structure feels too segmented, requiring users to pull information from multiple areas rather than having access to a holistic, consolidated data view. Because most organizations in our industry rely on the same core metrics, having a pre‑built, unified dashboard that brings collective information together would be extremely valuable.”

Stephanie K.

Senior Director of Customer Service

“I wholeheartedly endorse this application, as it can be quickly integrated and lets me keep all of my customer notes in one place, to help understand how my patrons' situations are evolving over time.”

Vishvesh P.

Marketing Executive

Cons

“It will hold the calls in the queue which upsets customers.”

Carli N.

Scheduling

“Some features that we require are not available and can sometimes take a long time to implement or even assess whether or not it can be implemented.”

Sergio M.

Senior Call Center Administrator

“It's the knowledge base that seems to cause confusion and/or new product features that don't work as expected.”

Sarah P.

Automation Consultant

Cons

“Being able to assign answer audiences at an agent level when logged into admin, or a group level When looking at agents in Live boards, In the list of agents, you cannot see who is on what team, like if you had all teams assigned to you, in the list, there are no criteria that show what team they are on When transferring a chat to a specific agent, in Gladly, you are not able to see if they are available or not.”

JR V.

Customer Success Associate

“I also did not like that we had not been reached out to by any Account manager during the life of the contract, and were strong-armed into renewing due to the run-around provided when trying to reach one.”

Joseph G.

Customer Experience Manager

“For instance, the Task Export report does not provide a straightforward way to filter the data.”

Kelly V.

Director of CX