Harness the power of the human voice with Gladly’s Voice & IVR

“Hi, how can I help you?”— There is something about hearing a friendly voice which lets you know help is on the way. Gladly’s natively built-in Voice & IVR Solution delivers phone support the way it should be — personal and hassle-free.

Natively Built-In & Powerful

Gladly Voice & IVR come with full-featured call controls, global coverage, reporting and documentation to make sure all of your enterprise phone channel needs are covered.

Because Voice & IVR come built directly into the Gladly platform, say goodbye to the added complexity, silos and costs that come with managing & integrating third-party voice solutions. Also, with a natively built-in voice solution, your agents see a boost of productivity because they are no longer dealing with complicated workflows.

Natively Built-In & Powerful

Get Personal With Every Caller

With Voice & IVR as a part of the platform, we understand all the important things about a customer to make sure they feel known and are helped quickly. For example, using insights like lifetime value, location and language preferences (just to name a few) Gladly ensures every customer is routed to the right agent, the first time — like automatically routing a high-value customer to your dedicated concierge team.

Also, when an agent accepts a call, they see the customer’s profile rich with context like their name, purchase history, and product preferences to give your customers the personal experience they deserve.

Get Personal With Every Caller
An IVR That Makes Customers Feel Like VIPs

An IVR That Makes Customers Feel Like VIPs

With an IVR that’s built-in, not bolted on, we can use the rich customer insights within Gladly to make the IVR experience easy & tailored to the customer. For example, pull-in customer information (both from Gladly and other third-party systems) into the IVR tree and allow customers to self-serve on everyday questions such as order status or billing. Or, give customers the option to switch from the IVR to other messaging channel such as SMS or Email to make it a hassle-free process.

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Make your customers feel heard with Gladly Voice & IVR

Gladly Voice & IVR come natively built-in with global coverage, enterprise-grade functionality and a programmable IVR. With key insights about every caller, take away all the frustration of phone support and give customers an experience they won’t forget.

Customer Routing

Route incoming calls using SLA and the rich customer insights you have in Gladly— like their location or lifetime value (and more) to ensure they get to the right agent every time.

Route based on SLA

Route based on key customer attributes

Mobile numbers as unique identifiers

Customer Insights

When accepting a call, your agents see a rich customer profile filled with key details to create a personal and tailored experience for customers.

Customer Name

Contact Information

Lifetime Value

Past Purchases

Product Preference

Relationships

Global Coverage

With local, national, and toll-free numbers in more than 100 countries, get the global coverage you need with Gladly Voice. Additionally, offer your customers standard call-cost national numbers as well as Voice, SMS and MMS on same number.

Coverage in over 100 countries

Voice, SMS & MMS on the same number

Agent Controls

Provide your agents with all the necesaary call controls including—hold, mute, pause, outbound calling, transfer, warm transfer, business hours, call conferencing, caller ID, agent statuses, voicemails, call recordings, call notes, call disposition and more.

Enterprise-grade call controls

Programmable IVR

With enterprise-grade functionality, Gladly’s built-in IVR uses rich customer insights to make the IVR experience feel just as easy as talking to an agent. Get in-and-out with the help you need.

Cloud Based fully programmable IVR

Touchtone & voice recognition in same tree

Enable text-to-speech in 30 languages

IVR-to-SMS call deflection

Data dips

Reporting & Documentation

See Voice & IVR live-boards and reporting to instantly understand what customers are talking about and proactively address issues. Utilize call documentation — including notes, dispositions and call recordings to manage quality assurance.

Voice & IVR Reporting

Liveboards

Call Recordings

Call Notes

Call Dispositions

Secure & Scalable

With a high degree of focus on security, scalability and quality Gladly’s Voice is built to support your growing business.

PCI & GDPR compliance

Data centers in 9 regions around the world

Proactive carrier rerouting

Low latency detection monitors

Flexible Deployment

Gladly Voice offers deployments that work best for your business. Whether we handle every part of the call or integrate to existing telephony infrastructure, we have you covered.

WebRTC

SIP

Direct dial

Integrate to existing telephony

Seeing is believing. See Gladly in Action.

Seeing Is Believing

See Gladly In Action

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