Gladly CX Platform vs. OpenText CX-E Voice

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

When you have a small team, this works best. because you can't pay like a big organisation but still need the same features. OpenTeam brings us the best features of call-centre software, but at a cut price that we can afford and create revenue upon. This is an essential software, if anything.

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

• Allow callers to leave a message or callback number and automatically reroute calls based on queue length and waiting time.
• We can build teams and use remote workers at the same time from different time zone.

Incentivized

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

Incentivized

• Provide more transcription service options. Specifically AWS.
• I think reports are severely lacking. Provide a mechanism for customers to create custom reports or allow odbc access to the database.
• Provide better API documentation.

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

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

Apart from reports, OpenText CX-E Voice ease of use is consistently excellent

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

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

OpenText CX-E Voice voicemail is significantly easier to deploy and maintain

Incentivized

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

Incentivized

• Excellent Consistency
• High Scalability
• Complex to handle

Incentivized