| Audyense Score | 70ASSólido | 29AS*Bajo |
| Posicionamiento | Plataforma de atención al cliente centrada en las personas, no en los tickets | ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. |
| Plan gratuito | No | Sí |
| Implementación | Nube / SaaS | Nube / SaaS |
| Mejor encaje | Mediana empresa, Empresa | Startup, PYME, Mediana empresa |
| Planes de precio | - HeroCustom pricing
- SuperheroCustom pricing
| - Free or entry planFree
- Higher tiersCustom pricing
|
| AI features | SíNative AI (Sidekick) automates routine resolutions; brands report high AI resolution rates. | — |
| Automation & macros | SíWorkflow automation, rules, and answers/macros for repeatable responses. | — |
| CSAT & satisfaction surveys | ParcialCSAT supported natively and via integrations like Delighted, Qualtrics, and Medallia Agent Connect. | — |
| Knowledge base & help center | SíBuilt-in Answers/knowledge base powering self-service and agent assist. | — |
| Live chat & messaging | SíLive chat is a first-class channel in the unified conversation. | — |
| Omnichannel support | SíCore strength: voice, email, chat, SMS, and social unified per customer. | — |
| Public API | SíPublic REST API and developer platform (developer.gladly.com) plus app integrations. | — |
| Reporting & dashboards | ParcialStandard dashboards exist, but reviewers say deep custom reporting is awkward and manual. | — |
| Shared inbox & ticketing | SíTeam collaboration on a single customer conversation replaces separate ticket queues. | — |
| SLA management | ParcialSupports routing, prioritization, and task/escalation handling rather than a traditional ticket-SLA engine. | — |
| Multiple agents | — | SíDocumented in the independently researched profile. |
| Remote Support | — | SíDocumented in the independently researched profile. |
| No interruptions | — | SíDocumented in the independently researched profile. |
| Secure information | — | SíDocumented in the independently researched profile. |
| Automated reconnection | — | SíDocumented in the independently researched profile. |
| Cross-platform compatibility | — | SíDocumented in the independently researched profile. |
| Browser extensions | — | SíDocumented in the independently researched profile. |
| Remote access | — | SíDocumented in the independently researched profile. |
| Unattended access | — | SíDocumented in the independently researched profile. |
| Simplified transfer of files | — | SíDocumented in the independently researched profile. |
| Roles & permissions | — | SíDocumented in the independently researched profile. |
| Shared toolbox | — | SíDocumented in the independently researched profile. |
| Remote meetings | — | SíDocumented in the independently researched profile. |
| Customization & branding | — | SíDocumented in the independently researched profile. |
| Integraciones verificadas | 43+ | — |
| Valoración agregada | 4.7 · 1.2k reviews | 9.0 · No reviews yet |
| Integraciones | ShopifyBigCommerceMagentoKlaviyoAttentiveRecharge+9 más | — |
| Seguridad y cumplimiento | SOC 2 Type IIPCI DSSGDPR | — |
| Pros | - +Una única conversación vitalicia con el cliente en todos los canales elimina los tickets duplicados y da a los agentes el contexto completo
- +Interfaz intuitiva y amigable para los agentes que, según los reseñadores, hace que el soporte se sienta 'tan fácil como escribirle a un amigo'
- +Omnicanalidad genuinamente nativa, incluida la voz integrada, además de soporte y onboarding receptivos por parte del proveedor
- +Sólidas integraciones de ecommerce que llevan el historial de pedidos y el valor de vida del cliente directamente a las conversaciones
| - +Independent review documents a concrete business workflow
- +Documented capability: Multiple agents
- +Documented capability: Remote Support
- +Documented capability: No interruptions
- +Documented capability: Secure information
|
| Contras | - −Precio premium con compromisos de usuarios mínimos, lo que la hace poco eficiente para equipos pequeños
- −El reporting/analítica se siente segmentado y requiere trabajo manual para crear informes personalizados en profundidad
- −Lentitud ocasional al cargar conversaciones pasadas, y reportes de tiempos de espera agotados que cortan llamadas
- −Se señalan algunas carencias (por ejemplo, el manejo de comentarios en redes sociales, la app móvil) y una curva de aprendizaje que requiere capacitación
| - −Pricing and usage limits should be checked against the exact plan
- −Implementation effort depends on the team's data and process maturity
- −Reported outcomes should be validated with the buyer's own data
|
Audyense