Gladly
Gladly is a customer service platform that centers support around people rather than tickets by consolidating all conversations into a single lifelong timeline for every individual customer.
Zoom Contact Center
Zoom Contact Center is an omnichannel cloud solution that unifies customer experience and internal collaboration by combining video, voice, chat, and SMS into a single, easy-to-use communication platform.
Quick Comparison
| Feature | Gladly | Zoom Contact Center |
|---|---|---|
| Website | gladly.com | zoom.com |
| Pricing Model | Subscription | Subscription |
| Starting Price | $180/month | $69/month |
| FREE Trial | ✘ No free trial | ✘ No free trial |
| Free Plan | ✘ No free plan | ✘ No free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 2014 | 2011 |
| Headquarters | San Francisco, USA | San Jose, USA |
Overview
Gladly
Gladly transforms your customer support by moving away from traditional, disconnected tickets and focusing on people. Instead of managing isolated cases, you see a single, lifelong conversation timeline for every customer across every channel. Whether a customer reaches out via email, voice, text, or social media, your team has the full context of their history in one view, eliminating the need for customers to repeat themselves.
You can manage all communication channels from a single interface, allowing your agents to switch between chat and phone calls without losing track of the conversation. The platform also includes built-in self-service tools and AI capabilities to help you resolve common queries faster. It is designed specifically for B2C brands that want to build deeper relationships and drive revenue through personalized service experiences rather than just closing tickets.
Zoom Contact Center
Zoom Contact Center brings your customer interactions and internal team collaboration into one unified workspace. You can manage voice calls, video chats, SMS, and web chat through a familiar interface, eliminating the need to toggle between different applications. This integration allows your agents to resolve issues faster by easily reaching out to back-office experts via Zoom Team Chat while staying on a customer call.
You can also leverage built-in AI tools to automate routine inquiries and provide agents with real-time assistance during complex conversations. Whether you are a small support team or a large enterprise operation, the platform scales to meet your volume. It helps you reduce wait times and improve customer satisfaction by routing inquiries to the right person based on skills and availability.
Overview
Gladly Features
- Lifelong Conversation Timeline View every interaction a customer has ever had with your brand in one continuous thread across all support channels.
- Channel-Agnostic Interface Switch between voice, email, SMS, and chat seamlessly within the same window without ever losing the customer's history.
- People-Match Routing Route customers to the best-suited agent based on their specific needs, past history, or even their loyalty tier.
- Integrated Payments Process transactions and handle exchanges directly within the conversation timeline to turn support interactions into sales opportunities.
- Collaborative Tasks Assign tasks and mention teammates within a customer's profile to resolve complex issues faster without leaving the platform.
- Self-Service Sidekick Deploy AI-powered threads and help centers that allow your customers to find answers themselves on any device.
Zoom Contact Center Features
- Omnichannel Routing. Route customers to the best-qualified agent across voice, video, SMS, and web chat based on specific skill sets.
- Video-First Support. Elevate standard voice calls to high-definition video sessions to troubleshoot complex technical issues or provide personalized consultations.
- AI Expert Assist. Provide your agents with real-time suggestions and knowledge base articles automatically during live customer interactions to speed up resolutions.
- Visual Flow Designer. Create and manage complex customer journeys with a drag-and-drop interface that requires no coding or technical expertise.
- Workforce Engagement. Optimize your staffing levels and monitor agent performance with integrated scheduling tools and quality management dashboards.
- Real-Time Analytics. Monitor your contact center health with live dashboards that track wait times, abandonment rates, and agent productivity.
Pricing Comparison
Gladly Pricing
- All channels included (Voice, Email, Chat)
- Self-service capabilities
- Standard reporting and analytics
- Knowledge base access
- 10-seat minimum requirement
- Everything in Hero, plus:
- Advanced reporting and insights
- Workforce management integrations
- Dedicated success manager
- Enterprise-grade security features
Zoom Contact Center Pricing
- Voice, SMS, and Web Chat
- Visual Flow Designer
- Standard reporting
- Skills-based routing
- Zoom Team Chat integration
- Everything in Essentials, plus:
- Video-first engagements
- Inbound and outbound voice
- Real-time analytics
- Expanded channel support
Pros & Cons
Gladly
Pros
- Eliminates the frustration of customers repeating their story
- Unified interface significantly reduces agent training time
- Strong focus on driving revenue through support
- Excellent visibility into the entire customer journey
Cons
- Higher price point compared to basic ticketing tools
- Minimum seat requirements may exclude very small teams
- Reporting can be complex to set up initially
Zoom Contact Center
Pros
- Familiar interface reduces agent training time significantly
- Seamless transition between voice and video calls
- Strong integration with the existing Zoom ecosystem
- Easy-to-use drag-and-drop call flow builder
Cons
- Advanced AI features require higher-tier subscriptions
- Reporting customization can be limited for complex needs
- Requires stable high-speed internet for video quality