Cisco Finesse vs. Gladly CX Platform

I didn't personally hate working with Finesse as an end-user, but the frequent bugs and crashes were troublesome. While the frequency wasn't daily or weekly, it was enough to be memorable and difficult to work through. At times the software would crash across the board and take 15 minutes to recover, which pending call volumes, could be highly problematic. When it was working I had few issues or complaints.

Incentivized

In my case, every day working with Gladly CX Platform is better than the way we used to work with Zendesk, as we did have a big upgrade. So, working with Gladly CX Platform has improved our job daily, making the job faster and easier and that help us tomake the customer happier and to succed in our goal and happiness guarantee

Incentivized

• Provides a detailed summary of all reps available across our Global Support Team.
• Extremely user friendly.
• Integrates seamlessly with our ticketing platform.

Incentivized

• Keeps record of previous interactions/customer history.
• Displays customer profile, orders and inquiries simultaneously.
• Allows for excellent employee management (as in seeing where the team is at individually and collectively during a work day).

Incentivized

• There were too many outages
• There were a number of times I would get kicked out of the system without reason
• Reports were difficult to read

Incentivized

• Gladly continues to enhance the reporting capabilities of the platform making it an even stronger tool with each update.

Incentivized

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

Incentivized

It is easy to use, but there are outages that affect the overall customer satisfaction. There were many times when we were unable to enter the call queues or even our direct lines because the system was not functioning properly. It was extremely easy to transfer people and that was a great function of the program.

Incentivized

Because I've been using the platform for almost 3 years, and it has been a game changer in our line of work, making the work easier and faster. And in peak season, when we hire new agents, the training is way better and easier. So for me, using this platform has made my job better

Incentivized

We have hardly had any problems, but the attention provided when we need support has been very fast and effective

Incentivized

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.

Incentivized

I have not personally reviewed any other products, however I have used Teams calling and I prefer some features of each product over the other. For example, Teams is more reliable in terms of staying logged in and not having outages; however Cisco Finesse was easier to transfer people and there were less issues with people getting disconnected during the transfer.

Incentivized

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.

Incentivized

• It becomes more flexible to work with [Cisco] Finesse in terms of keep records of historical and real time data.
• Being a complex system it should have some helping manual.
• For large scale buisness using [Cisco] Finesse with all functionalities is a very good choice.

• Improved Customer Satisfaction
• Operational Efficiency and Cost Savings
• Revenue Growth Through Enhanced Customer Experience

Incentivized