See why brands prefer Gladly over Genesys
Genesys focuses on routing and automation. Gladly builds lifelong relationships with context-rich, personal conversations.
Why Gladly wins
Radically efficient service
Cut handle times, reduce costs, and resolve more conversations
Radically personal experiences
Every conversation feels human with full context and history
AI that drives results
Built-in AI with insights to scale efficiency and loyalty
Faster time to value
Launch in weeks, onboard quickly, and see ROI from day one
Join these brands switching to Gladly
“It’s rather difficult to find somebody that can work a dozen screens at one time while delivering a really great Guest experience. I’ve always been looking for a platform as intuitive as an iPhone—and Gladly is it.”
Adam Seede
Director of Guest Services, Ulta
Here’s what makes Gladly the #1 Genesys alternative
Explore key advantages of Gladly over Genesys and why brands prefer Gladly.
AI that’s built for service, not just automation
Genesys AI excels at routing and process automation, but it’s built for efficiency, not relationships. Gladly AI is purpose-built for service teams, using full customer history to deliver context-rich, on-brand conversations from day one.
Every customer feels known
Genesys treats conversations as tickets. Gladly recognizes each customer the moment they reach out, showing their preferences, history, and intent all in one lifelong conversation thread.
Every conversation in one place
Genesys forces teams to manage multiple tools for voice, chat, and email. Gladly keeps every channel connected in a single, continuous conversation—so agents never need to merge or search through tickets.
Great service is a team sport
Gladly partners closely with every customer, offering proven onboarding, responsive support, and CX expertise that drive long-term success. That’s why customers consistently rate Gladly’s support higher than Genesys’s.
Genesys is powerful for automation, but complex for teams that value human connection. Multiple interfaces, expensive add-ons, and a ticket-based structure create friction for agents and customers alike.
Built for automation, not relationships
Requires heavy IT involvement
Fragmented systems across channels
Gladly unifies people, AI, and channels in one simple platform. With automation built in and context that travels across every conversation, brands deliver faster, more personal service with less effort.
AI built in from day one
One unified platform for voice, chat, and messaging
Simpler setup, measurable results
Customer service that delivers real results
Brands that switch to Gladly are able to save costs, increase agent efficiency, and boost NPS. Deckers, the parent company of Ugg, Hoka One, Teva, and Sanuk, saw the following results:
60%
of customers self-serve
19%
faster resolutions
87%
increase in first-call resolution
Users consistently rank Gladly as better than Genesys
Feature
Genesys
Ease of use
9.5
8.9
Quality of support
9.4
8.2
Ease of setup
9.3
8.3
Integrations
9.4
9.1
Ease of Admin
25
8.4
See what industry-leading customer service looks like with Gladly
Experience the only platform that connects AI, agents, and customers in one seamless conversation.