Natively built-in voice & IVR

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

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Seriously, voice is included

Full-featured call controls, global coverage, and effortless reporting to make sure all of your enterprise phone channel needs are covered.

Go from call to message

Give customers the option to switch to more convenient channels such as SMS or Email to make communication all about choice.

Personal by design

Pull rich customer information like order status or loyalty points into the IVR, for faster, more convenient service.

Key Features

Natively built-in, enterprise-ready, Voice & IVR delivers phone support the way it should be — personal and hassle-free.

Customer Routing

Route incoming calls using based on the customer history, situation, or needs — like their location or lifetime value to ensure they get to the right hero every time.

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.

Enterprise Grade 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.

Programmable IVR

A built-in IVR that uses rich customer insights to make the experience feel just as easy as talking to a hero. Cloud based, fully programmable, touchtone & voice recognition, and text-to-speech in 30 languages.

Reporting & Documentation

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

Secure & Scalable

With a high degree of focus on security, scalability and quality including PCI & GDPR compliance, data centers in 9 regions around the world, proactive carrier rerouting, and low latency detection monitors.

Customer service is at its best when it’s a conversation.

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Seeing Is Believing

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Customer Service is at its best when its a conversation. Start one today.

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