Have you decided to harness enterprise search software to optimize your customer support workflows? The next step is to look for the right search solution.
Although there are numerous solutions available in the market, many of them hold big promises but fail to deliver. Unfortunately, this is a harsh reality that most businesses face.
Therefore, choosing the right fit for your business requirements can be overwhelming for decision-makers like you. But what if we narrow down your options and make it easy to decide? That sounds impressive, right?
In this guide, we’ll compare the two leading enterprise search software solutions, Searchunify and Glean enterprise search, based on pricing, case deflection, analytics, and reporting.
Let’s dive in!
Searchunify Cognitive Search & Glean enterprise search- Find the Best Enterprise Search Software
Searchunify Cognitive Search
SearchUnify cognitive search is an agentic AI-powered solution designed to enhance users’ self-service experience by quickly delivering accurate and relevant answers. Powered by NLP and ML, the search engine interprets query intent and analyzes user interaction and search history, ensuring contextually accurate search results ranked at the top.
Glean enterprise search
Glean is a workplace AI-powered search platform that connects enterprise data from multiple applications, such as Slack, email, or Jira, by delivering contextually accurate, secure, and personalized search results. It enhances employees’ productivity, helping them find the information they require to complete their tasks efficiently.
Product Comparison: Searchunify Cognitive Search vs. Glean Enterprise Search
| Features | SearchUnify Cognitive Search | Glean Enterprise Search |
|---|---|---|
| Pricing | Pro: $35K, Plus: $48K/year, Enterprise: Custom | Starts at $40K/year (GCP hosting), $30K/year (Client hosting) |
| Case Deflection | ✅ Offer multi-stage case deflection | ❌ No case deflection |
| LLM Integration | ✅ Supports OpenAI, Hugging Face, MetaLLaMA | ❌ Limited LLM support, no FRAG, no Chrome extension support |
| Search Capabilities | ✅ Semantic search, Intent-based boosting, Boolean, Neural search | ❌ Lacks advanced search options—no wildcard, proximity, or Boolean search |
| Analytics & Reporting | ✅ Advanced NLG analytics, Customer Journey analytics, Custom reports | ❌ Basic analytics, no advanced reporting or analytics API |
| End-User Gamification Features | ❌ No in-app rewards or gamification | ✅ Basic gamification elements |
| Access Control (Salesforce) | ✅ Advanced object-level, record-level permissions | ❌ Limited Salesforce permissions—no object-level or profile-level control |
| Security Compliance | ✅ HIPAA, SOC 1, SOC 2 Type II, SOC 3, ISO 27001, GDPR, PIMS | ❌ No HIPAA, PIMS compliance, or VAPT audits |
| Custom Themes & UI Skins | ❌ Limited UI theme customization | ✅ More UI customization options |
| Admin & Permissions | ✅ Advanced ACL with API and SDK-based scope changes | ❌ Limited ACL—no advanced permissions or inherited object control |
| AI-Driven Recommendations | ✅ ML Recommendation Engine | ❌ No advanced recommendation system |
| Customization | ✅ Extensive with low-code/no-code tools | ❌ Limited customization options |
| Virtual Assistant/Chatbot | ✅ Agent Helper, Community Helper | ❌ No virtual assistant or chatbot support |
| Instance Health Panel | ✅ Available | ❌ No built-in health monitoring |
| Mobile App Availability | ❌ No dedicated mobile app | ✅ Has mobile apps |
| Service Level Agreement (SLA) | 99.99% uptime | 99.90% uptime |
| Customer Support | ✅ 24/5 with 24/7 for critical cases, Dedicated CSM | ❌ No dedicated CSM, limited emergency support |
| Sentiment Analysis | ✅ Understand the sentiment of the query through sentiment analysis | ❌ No supporting sentiment analysis, preview tuning impact and intent based search boosting |
| Search Faceting Capabilities | ✅ Advanced search faceting capabilities | ❌ Limited search faceting capabilities with no facet interpreter, sticky and nested facets |
Customer Support Use Cases: Searchunify Cognitive Search & Glean Enterprise Search
Searchunify Cognitive Search:
Searchunify cognitive search is a complete package if you’re looking to improve your support operational efficiency. Here are some use cases:
1. Self-Service
Did you know that 81% of customers prefer to solve their issues before contacting a support rep? Whenever customers face any problem with a company’s product, they try to find an answer online. Instead of hopping in multiple tabs, they like finding a solution in one place. This is where enterprise search solutions like SearchUnify cognitive search come to the rescue.
An enterprise search solution offers a unified view of enterprise knowledge from multiple repositories, allowing users to find what they need to solve their queries. It also enhances the self-service experience and customer satisfaction.
2. Knowledge management
One of the most significant benefits of enterprise search engines is improving knowledge discovery. These advanced solutions go even further by optimizing the entire knowledge management workflow.
They can streamline the knowledge creation process by identifying new queries whose resolution is not currently present. When support agents resolve a case, an AI-powered knowledge management solution analyzes it and automatically turns it into knowledge-based articles on predefined templates.
3. Agent Productivity
Searchunify cognitive search can integrate into other AI-powered applications to enhance agents’ productivity. For instance, Agent Helper, an AI-powered assistant, leverages cognitive search to create a unified knowledge pool that agents can utilize to find relevant information across all knowledge bases.
Additionally, cognitive search offers in-depth analytical insights into agents’ frequent searches, whether they find relevant results, etc. These insights help managers identify gaps and bridge them to make the agents’ jobs easier.
Glean Enterprise Search
Glean enterprise search is mainly for intranet use cases. It is the employee search, where employees search internally from repositories like Gmail, Jira, Google Calendar, Slack, etc. Its intuitive interface and personalized search results make knowledge discovery seamless within an organization.
However, it makes it less suitable for businesses that require external customer support functionalities. Unlike some enterprise search solutions, Glean does not offer built-in case deflection, customer journey mapping, or extensive integrations with external knowledge bases.
Organizations needing a solution beyond internal search—one that offers a more comprehensive knowledge discovery experience for employees and customers—should explore Glean alternatives.
How to Make the Right Decision for Your Customer Support?
Before deciding on choosing an enterprise search software, ask these questions yourself:
The answers to these questions will clarify which solution you should pursue: SearchUnify Cognitive Search or Glean enterprise search.
Still unsure which solution fits your needs best?
Let’s talk todayChoose the Best Glean Alternative to Enhance Your Customer Support
Here’s why enterprises choose SearchUnify Cognitive search as the best Glean alternative for customer support.
1. Leverages robust technologies
Unlike traditional search, Searchunify enterprise search engine leverages advanced technologies such as Agentic AI, cognitive technology, machine learning, and an insights engine.
2. Elevate self-service experience
When customers find the solution to their problem on their own just by searching on an enterprise’s website, they don’t raise a ticket. This enhances the customer’s self-service experience.
3. Reduce workload on support agents
Earlier, support agents were overwhelmed with repeated and easy queries. They didn’t get time to resolve complex queries, building a pile of work, leading to missed deadlines and frustration.
However, SearchUnify enterprise search software enhances the self-service capabilities and reduces the influx of repetitive queries. Therefore, support agents are left with time on their hands to resolve complex queries, resulting in enhanced efficiency and quick turnaround time.
4. Cut support costs and maximize ROI
This enterprise search software not only boosts the support operation efficiency but ensures you drive more value out of it.
The explicit case deflection reduces the requirement for more support agents to resolve customer queries, lowering support costs and maximizing business ROI.
Moreover, search engine analytics offers in-depth insights into existing content gaps, search experience feedback, top-clicked searches, and more. It helps refine your support strategies and make smarter yet cost-effective decisions.
Final Take: Boost your self-service capabilities with the right enterprise search software
SearchUnify cognitive search and Glean enterprise search are both AI-powered search platforms designed to enhance self-service. However, SearchUnify is for customer support use cases, and Glean is for internal use by employees only.
If you’re looking for an enterprise search solution that enhances self-service capabilities, enhances support agent productivity, and offers real-time actionable insights while seamlessly integrating with your existing system- Searchunify is the ideal solution.
