Dixa vs Gladly
Dixa and Gladly, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Dixa
Agentic customer service platform for ecommerce. AI agent (Mim), routing, Team Hub, Discover analytics/QA.
Best for Ecommerce and DTC brands at mid-market scale.
2015 · Copenhagen, Denmark (+ London).
Gladly
The only AI built for LTV. People-centered AI support; no ticket model.
Best for Mid-market to enterprise retail, ecommerce, and hospitality (Ulta, Crate & Barrel, Nordstrom, TUMI).
2014 · San Francisco, CA.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- DixaPer-agent/mo plus usage add-ons (Mim per conversation, voice per minute).
- GladlyPer agent/mo, annual; usage fees for voice, SMS, and AI; not published on site.
- Free trial / guarantee
- DixaNot offered publicly (book demo).
- GladlyNo (enterprise); 30-day trial with 100 AI interactions via Shopify only.
- Price
- DixaEUR 89/agent/mo (Growth, monthly). About EUR 71 annual. · EUR 139/agent/mo (Ultimate, monthly). · EUR 179/agent/mo (Prime, monthly).
- Gladly~$180/agent/mo (Hero, annual). · ~$210/agent/mo (Superhero, annual). · Not disclosed. Enterprise quote above Superhero.(3rd-party)source
- Implementation fee
- DixaNot disclosed.
- GladlyNot disclosed. Custom quote; Professional Services.(3rd-party)source
- Transparency
- DixaPartial. Base tiers public, add-ons in overage list, contracted rates via sales.
- GladlyOpaque. No pricing on site; requires a demo.
- Pricing last verified
- Dixa2026-06-02 (overage list effective Oct 15 2025).
- Gladly2026-06-02(3rd-party)source
Channels
Where each tool can talk to customers.
- DixaNative
- GladlyNative
- Live chat
- DixaNative
- GladlyNative
- In-app messenger
- DixaNative (Dixa Messenger).
- GladlyNative
- Voice
- DixaNative (VoIP, browser-based).
- GladlyNative. Built-in, enterprise-ready.
- SMS
- DixaNative
- GladlyNative
- DixaNative
- GladlyNative (via WhatsApp Business API).
- Social
- DixaNative. Messenger, Instagram DM, Trustpilot.
- GladlyNative. Facebook Messenger, Instagram.
- Unified inbox
- DixaNative. Team Hub (12 channels).
- GladlyNative. Single people-centered timeline (no tickets).
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- DixaNative VoIP. Browser-based, included all plans.
- GladlyNative. Voice and IVR built-in, no third-party telephony needed.
- Voice AI / transcription
- DixaYes. Auto-transcribed, searchable, feeds Auto QA. Paid add-on.
- GladlyYes. AI voice summaries and transcription (Deepgram).
- Telephony billed separately
- DixaYes. Inbound EUR 0.02/min, outbound EUR 0.05–0.57/min, BYOC EUR 0.02/min.
- GladlyYes. Per-minute on top of the seat fee (inbound local ~$0.0186/min).(3rd-party)source
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- DixaYes. Mim (built in-house 2023, OpenAI GPT) resolves end-to-end across chat, email, WhatsApp, Messenger, Instagram, SMS.
- GladlyYes. Gladly Sidekick resolves end-to-end on chat, SMS, and voice (email soon); human handoff.(claimed)source
- Copilot / Assist mode
- DixaYes. AI Co-Pilot: smart drafts, summaries, suggested tags/actions, translation, auto-tagging.
- GladlyYes. Team Assist: AI-drafted responses, real-time translation, and summaries.(claimed)source
- Claimed automation rate
- DixaUp to 80% containment. Tink 59% email, Smartphonehoesjes 82% live chat.(claimed)source
- Gladly76% of conversations fully resolved by AI (homepage); KUHL 59%.(claimed)source
- AI channel coverage
- DixaChat, email, WhatsApp, Messenger, Instagram DM, SMS. Voice AI preview Q3 2026.
- GladlyChat, SMS, and voice (Sidekick Voice); email launching soon; social not confirmed.(claimed)source
- Agentic actions (API) vs answer-only
- DixaActions via API. Refunds, cancellations, returns, address updates via Shopify/Magento.
- GladlyBoth. Refunds, cancellations, and booking updates via connected commerce and logistics APIs.(claimed)source
- Knowledge sources
- DixaKB articles, website content, policy documents, customer-uploaded PDFs.
- GladlyBrand KB (Guides), conversation history, and integrated commerce, logistics, and order data.(claimed)source
- Underlying model
- DixaOpenAI GPT (version not named).
- GladlyNot publicly disclosed; uses Azure, OpenAI, Anthropic, and Deepgram (voice).
- Trains on past tickets
- DixaNot disclosed. Learns from KB, not explicitly historical tickets.
- GladlyYes. Learns from every conversation, including human resolutions; not used to train its own models.(claimed)source
- Pre-deploy simulation / sandbox
- DixaNot disclosed.
- GladlyNot disclosed
- Multilingual
- DixaYes. Dozens of languages. KB 30+ languages.
- GladlyPartial. Platform translation in 70+ languages; Sidekick AI authoring English-only; IVR 30 languages.
- Runs on your existing helpdesk vs native-only
- DixaNative only.
- GladlyNative only. Sidekick needs Gladly as the primary helpdesk.
- AI pricing model
- DixaUsage-based add-on: per conversation (Mim), per agent/mo (Co-Pilot).
- GladlyUsage-based (per conversation or resolution) on top of a per-agent fee.(3rd-party)source
- AI unit price
- DixaMim EUR 0.60/conversation. Auto QA EUR 0.07/conversation.
- Gladly~$0.60/conversation (enterprise); $1.50/AI Resolution + $0.25/AI Assist (Shopify tier).(3rd-party)source
- Copilot / Assist price
- DixaAI Co-Pilot EUR 47/agent/mo (overage rate).
- GladlyNot disclosed (Team Assist not broken out).
How Open.cx compares
Open.cx runs on top of Dixa or Gladlyas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- DixaSOC 2 Type I (Q4 2023) and Type II (Feb 2024).
- GladlySOC 2 Type II (and AI sub-processors).
- GDPR
- DixaYes. DPA, DPO, right-to-be-forgotten anonymization.
- GladlyYes. DPAs with AI vendors; VeraSafe EU/UK representative.
- HIPAA / PCI
- DixaNot disclosed.
- GladlyNot disclosed. PCI-DSS and GDPR confirmed; HIPAA not referenced.
- SSO / SAML
- DixaPaid add-on (EUR 8/agent/mo). Included in Prime plan.
- GladlyYes. SSO; SAML certificates.
- Data residency
- DixaEU on AWS Ireland, backup in second EU location. No customer-selectable regions.
- GladlyPartial. 9 global regions for voice; no explicit customer-selectable residency.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- DixaCount not disclosed. Categories: ecommerce, CRM, WFM, marketing, chatbot/AI, surveys, logistics.
- Gladly60+ integrations.
- Shopify depth
- DixaDeep native. Bidirectional: view orders, refunds, cancellations, shipping. Mim queries live data, multi-store.
- GladlyDeep native. Customer and purchase history, order management, returns (via Loop), and shipping; Shopify App Store trial.
- Open / public API
- DixaYes. Open API, docs at docs.dixa.io.
- GladlyYes. Open APIs; developer.gladly.com.
- Developer SDK / MCP
- DixaNot disclosed (API docs referenced, SDK not explicit).
- GladlyYes. SDKs, sample apps, and testing; webhooks via Messaging Automation APIs.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- DixaYes. No-code Flow Builder / Automation Builder.
- GladlyRouting and entry-point config; no named workflow builder.
- Triggers / automations
- DixaYes. Trigger-based on live data (Shopify status). SLA breach triggers plus webhooks (Q1 2026).
- GladlyYes. Automated routing, proactive outreach (voice, SMS, email), and entry-point rules.
- Routing
- DixaYes. Skills-based, VIP prioritization, overflow/failover, multi-brand. All plans.
- GladlyYes. People Match intelligent routing (history, skills, attributes).
- Macros / canned responses
- DixaMacros listed as Ultimate and Prime feature.
- GladlyYes. Quick Reply (button responses) and macros.
- SLA management
- DixaYes. SLA monitoring. Breach automation plus webhooks (Q1 2026).
- GladlyYes. SLA Business Hours and Entry Point SLA settings.
Collaboration
How support teams work a queue together.
- Internal notes
- DixaNot disclosed (not explicitly described).
- GladlyYes. Notes and @mentions.
- Collision detection
- DixaNot disclosed.
- GladlyReferenced in comparisons; not confirmed on a Gladly page.(3rd-party)source
- Side conversations
- DixaNot disclosed.
- GladlyNot disclosed
- Shared inbox
- DixaNative. Team Hub unified queue.
- GladlyYes. Unified inbox; task management tied to customer threads.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- DixaYes. AI-powered KB, internal and external, 30+ languages.
- GladlyYes. Answers KB for agents and AI; configured via non-developer Guides.
- Help center
- DixaYes. Branded portal, AI search, custom domain. Up to 30% deflection claim.(claimed)source
- GladlyYes. Customer-facing, 45+ languages.
- Community forum
- DixaNot offered
- GladlyNot offered
- AI answers from knowledge base
- DixaYes. Mim and Co-Pilot draw from KB. AI search surfaces articles.
- GladlyYes. Sidekick serves answers from the Answers KB autonomously.(claimed)source
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- DixaYes. Real-time queue/agent/channel dashboards with drill-down.
- GladlyYes. Liveboards (real-time) and Insight Builder.
- Custom reports
- DixaAdvanced Insights paid add-on (EUR 35/agent/mo).
- GladlyYes. Insight Builder custom reports.
- Included in lowest tier
- DixaReal-time dashboards plus standard analytics in Growth. Advanced Insights add-on.
- GladlyReporting tier restrictions not published; appears standard.
- CSAT surveys
- DixaYes. CSAT and NPS (Growth feature). AI Satisfaction Insights (Q1 2026).
- GladlyYes. Native CSAT; integrates Delighted, SimpleSat, Stella.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- DixaDedicated implementation (2-4 weeks), KB migration, integration setup, training, no-dev config.
- GladlyDedicated implementation team; Professional Services; guided docs.
- Support channels
- DixaHelp Center, API docs, status page, release notes. Direct channel not specified.
- GladlyGladly Support team (bugs, how-tos, config); dedicated CSM post-implementation.
- Dedicated CSM
- DixaIncluded from day one (implementation, optimization, reviews). Threshold not disclosed.(claimed)source
- GladlyYes. All customers get a dedicated CSM post-implementation.
- Implementation partners
- DixaCo-sell partners: DigitalGenius, Ada AI. Woolman (Shopify Platinum).
- GladlyNot disclosed. No partner or SI page found.
Frequently asked questions
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