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www.gladly.ai

Gladly is a multichannel, AI-powered CX platform that centers the customer and enables personalized support at scale.

Gladly Software, Inc. is a customer experience (CX) software company that provides a multichannel, AI-powered platform designed to keep customers at the center of every interaction. Built to reinvent customer service, Gladly emphasizes a people-focused approach that combines empathy with operational efficiency. The platform unifies voice, chat, email, SMS, and social channels in a single conversation view, enabling teams to resolve issues faster while maintaining a consistent brand voice. It supports a no-ticket architecture, preserves conversation history across channels, and enables proactive messaging, self-service, and automated actions through integrated workflows. Gladly markets its solution to consumer brands seeking to boost loyalty and reduce support costs by delivering personalized, contextually aware service at scale, backed by features such as AI-assisted summaries, product guidance, and an extensible app platform.

Mission statement

To reinvent customer service by delivering fast, personal, and cost-efficient experiences that deepen loyalty and put customers at the heart of every brand interaction.

Products & Services

Gladly CX Platform Platform

Gladly CX Platform delivers personalized, unified customer experiences across channels to boost loyalty and reduce support costs.

www.gladly.ai/product
  • ✓ AI-Powered Multi-Channel Resolution — Resolves Questions Quickly
  • ✓ Conversation-driven Sales — Increases Sales Revenue
  • ✓ Complete Customer Context From The Start — Enhances Agent Efficiency
  • ✓ Unified Conversation Timeline — Streamlines Customer Interactions
  • ✓ AI Shopping Assistant — Drives Revenue Growth
  • ✓ Handoff With Context — Maintains Conversation Flow
  • ✓ Handoff To Agents With Context — Seamless Transfers
  • ✓ No-Code Deployment And Configuration — Empowers Non-Technical Users
  • ✓ Voice AI — Facilitates Natural Interactions
  • ✓ Personalized Shopping — Enhances Customer Experience
  • ✓ Proactive Engagement — Increases Conversion Rates
  • ✓ Continuous Improvement — Enhances Long-Term Value
  • ✓ Product Guidance — Facilitates Informed Decisions
  • ✓ Zendesk And Platform Integrations — Transforms Existing Systems
  • ✓ Smart Recommendations — Boosts Order Value
  • ✓ Proactive Engagement — Minimizes Cart Abandonment

Market Segments

Billion USD 0 5 10 15 20 25 30 Omnichannel cus… Conversational … Cloud contact center Customer servic… Market Size (Billion USD)
0% 3% 6% 9% 12% 15% 18% 21% 24% 27% 30% 33% CAGR Growth Potential

Omnichannel customer engagement

Platforms that unify voice, chat, email, and messaging with shared context, intelligent routing, and agent interfaces to deliver consistent cross-channel experiences and personalized service.

Market size: $10.5B CAGR: 15.8%
Estimated global omnichannel customer engagement market size of about $10.5B (2024) and a high growth profile (CAGR ~15.8%) is taken from a focused omnichannel market projection. This was cross-checked against broader customer engagement solutions reports (total market ~24–26B in 2025 with ~10–11% CAGR) where omnichannel is a major component, supporting the plausibility of a ~10B omnichannel segment and a faster-than-market CAGR due to prioritization of omnichannel orchestration and AI-driven personalization.
MA TH TH 3 references

Conversational commerce

Capabilities that enable automated ordering, payment link generation, returns processing, SKU/pricing awareness, upsell and conversion optimization within voice and messaging interactions to drive revenue outcomes.

Market size: $3.0B CAGR: 22%
Search results describe conversational AI and its transactional use cases (ordering, payments, upsell) but contain no explicit market numbers. Using those sources to define the segment (AWS, IBM) and applying domain knowledge about conversational-AI and e‑commerce SaaS adoption: estimate the addressable vendor market for conversational commerce (platforms, integrations, payments, bots) at roughly $3.0B today. Assumptions: conversational commerce is a subset of the broader conversational-AI and e‑commerce automation markets; vendor/software revenues, implementation services and transaction fees drive the market; rapid LLM and messaging/voice adoption support a high growth rate. Given current enterprise adoption and continued investment, a mid‑20% CAGR (estimated 22% annually) is reasonable for the next 5 years.

Cloud contact center

Cloud-hosted contact center capabilities for multi-channel customer interactions, routing, analytics, and integration with business workflows to improve customer service efficiency and agent performance.

Market size: $26.2B CAGR: 24.8%
Estimate uses recent market report values in the search results. MarketsandMarkets projects ~USD 26.2B for 2024; other independent reports show 2024–2026 values between ~25–41B and CAGRs in the low-to-mid 20% range. I selected a 2024 market-size anchor (USD 26.2B) and a consensus growth potential of ~24.8% CAGR, reflecting multiple sources clustered around 22–27% CAGR.
20 20 MA 3 references

Customer service automation

Capabilities that automate and manage customer-facing interactions across web and voice channels to reduce response time, handle routine inquiries, and integrate with enterprise systems.

Market size: $12.1B CAGR: 25.8%
Estimate anchored to AI-focused customer service/automation reports. MarketsandMarkets values the AI for Customer Service market at USD 12.06B in 2024 with a 25.8% CAGR to 2030; independent vendors (SNS Insider) show similar 2024 sizes and ~25% CAGR. Smaller figures (The Business Research Company) and larger, broader customer-service market totals (Mordor) reflect definitional differences between “automation/AI for customer service” and the entire customer service industry.
AI AI CU CU 4 references

Related Organizations

Organizations in the same market segments as Gladly Software, Inc..

Ability.ai

Production-focused AI lab delivering self-improving agent systems for mid-market and enterprise teams.
Acefone

Global cloud telephony and contact center solutions provider.
Aircall

Aircall provides cloud-based customer communication and collaboration tools for business teams.
Bland AI

Enterprise-grade AI for automating high-volume customer interactions at scale.
BluIP, Inc.

BluIP is a global cloud communications provider delivering AI-powered telephony and contact-center solutions.
Born Digital

AI-powered enterprise agents and digital assistants for automated customer engagement.

Common Questions

What does Gladly Software, Inc. do?
Gladly Software, Inc. is a customer experience (CX) software company that provides a multichannel, AI-powered platform designed to keep customers at the center of every interaction. Built to reinvent customer service, Gladly emphasizes a people-focused approach that combines empathy with operational efficiency. The platform unifies voice, chat, email, SMS, and social channels in a single conversation view, enabling teams to resolve issues faster while maintaining a consistent brand voice. It supports a no-ticket architecture, preserves conversation history across channels, and enables proactive messaging, self-service, and automated actions through integrated workflows. Gladly markets its solution to consumer brands seeking to boost loyalty and reduce support costs by delivering personalized, contextually aware service at scale, backed by features such as AI-assisted summaries, product guidance, and an extensible app platform.
What is Gladly Software, Inc.'s role in the Omnichannel customer engagement market?
Platforms that unify voice, chat, email, and messaging with shared context, intelligent routing, and agent interfaces to deliver consistent cross-channel experiences and personalized service.
What is Gladly Software, Inc.'s role in the Conversational commerce market?
Capabilities that enable automated ordering, payment link generation, returns processing, SKU/pricing awareness, upsell and conversion optimization within voice and messaging interactions to drive revenue outcomes.
How was the Omnichannel customer engagement market size estimate for Gladly Software, Inc. calculated?
Estimated global omnichannel customer engagement market size of about $10.5B (2024) and a high growth profile (CAGR ~15.8%) is taken from a focused omnichannel market projection. This was cross-checked against broader customer engagement solutions reports (total market ~24–26B in 2025 with ~10–11% CAGR) where omnichannel is a major component, supporting the plausibility of a ~10B omnichannel segment and a faster-than-market CAGR due to prioritization of omnichannel orchestration and AI-driven personalization.
How was the Conversational commerce market size estimate for Gladly Software, Inc. calculated?
Search results describe conversational AI and its transactional use cases (ordering, payments, upsell) but contain no explicit market numbers. Using those sources to define the segment (AWS, IBM) and applying domain knowledge about conversational-AI and e‑commerce SaaS adoption: estimate the addressable vendor market for conversational commerce (platforms, integrations, payments, bots) at roughly $3.0B today. Assumptions: conversational commerce is a subset of the broader conversational-AI and e‑commerce automation markets; vendor/software revenues, implementation services and transaction fees drive the market; rapid LLM and messaging/voice adoption support a high growth rate. Given current enterprise adoption and continued investment, a mid‑20% CAGR (estimated 22% annually) is reasonable for the next 5 years.
Gladly Software, Inc. — company overview

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