Voice
Natively built-in voice support
With Gladly, deliver phone support the way it should be — personalized and hassle-free, including AI-powered features.
Seriously, voice is included
Full-featured call controls, global coverage, and effortless reporting ensure all of your enterprise phone channel needs are covered within a single customer software solution.
Seamlessly switch between channels
Allow customers to seamlessly transition between support channels — like SMS or email — while maintaining a unified view of the entire conversation.
Summarize your calls with AI
Voice Summaries leverages AI to summarize calls, pulling key context from past conversations for faster, more personal service the next time a customer reaches out.
Scale proactive outreach
Communicate important information — like delivery statuses, appointments, or holiday business hours — to all or some of your customers in one, automated go using voice.
Learn about Sidekick on Voice
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Key features
Natively built-in and enterprise-ready, Gladly Voice and IVR deliver phone support the way it should be — personalized and hassle-free.
Customer routing
Route incoming calls based on a customer’s history, situation, or attributes — like their location or lifetime value — to ensure they’re matched with the right support hero every time.
Voice summaries
Generate AI-powered summaries of your voice calls, giving heroes quick access to key conversation points and customers a more efficient, personal experience the next time they reach out.
Proactive voice
Schedule automated, proactive outreach to your customer base with personalized and timely messages. If additional help is needed, Gladly provides a seamless path to connect with a live agent via phone or SMS.
Enterprise-grade call controls
Controls include 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
Our built-in IVR uses rich customer insights to make the voice experience as easy and personal as talking to an agent. It’s cloud-based, fully programmable, and features touchtone, voice recognition, and text-to-speech in 30 languages.
Reporting and documentation
Get insights into customer interactions with voice and IVR live boards and comprehensive reporting tools. Effectively manage quality assurance using call documentation including notes, dispositions, and call recordings.
Security and scalability
Gladly prioritizes security, scalability, and quality in voice communications, with PCI and GDPR compliance, data centers spanning 9 global regions, proactive carrier rerouting, and low-latency detection monitors.
Sidekick on Voice
Smarter voice support with AI-powered conversations
"Gladly is the best phone system I have ever used when working remotely or in a call center."
Megan A.
Brand Specialist
Check out our resources to start thinking radically personal
All in a single, lifelong conversation
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