Telecommunications
AI that keeps subscribers connected, and loyal
Gladly turns multi-line plans, shared data, device financing, outages, and
plan changes into fast, policy-safe resolutions.
The problem
Telco service is complex, with multi-line plans, financing, outages, and shifting promos. Customers want fast, final outcomes, not back-and-forth.
Channel and CRM silos block a unified customer history
Frequent policy and eligibility changes slow decisions
Handoffs between tools and teams inflate handle time and hurt CSAT
The solution
Gladly drives end-to-end resolutions, or hands off to team members with full context when customers need the human touch.
Automates plan changes, credits, upgrades
Delivers high-context handoff with next-best actions
Follows policy-safe guardrails (KYC, eligibility)
Lets CX own configuration and monitoring
Drowning in call volume? Here's what you can do about it right now
Telecom and utilities use cases
Simplify plan changes and upgrades
When subscribers want to change data limits, add lines, or switch to family plans, Gladly processes requests with account verification and rate confirmation.
Make device upgrades effortless
Gladly performs eligibility checks, communicates offers, and manages shipping options for faster, smoother upgrades.
Build trust through billing transparency
Gladly explains prorated fees, roaming costs, and device payments with full account context and applies credits when appropriate.
Manage outages and updates proactively
Network down? Gladly identifies affected areas, shares restoration timelines, and provides updates until service returns.
Activate new connections in minutes
Gladly helps subscribers needing SIM or eSIM activation get instant IMEI verification, carrier unlocking, and number porting without waiting for tech support.
“One of the major successes we've seen is that we have a significantly lower attrition rate than a traditional call center. Our team members experience a much higher quality of conversations, and this makes their work more satisfying.”
Danny Cox
Vice President of Guest Experience, Breeze Airways
See how Gladly helps telecom leaders
handle surges without sacrificing quality
Key features and benefits
From connected conversations to policy-safe actions, Gladly delivers efficient resolutions and relationship building outcomes. It chooses when to automate vs. assist, executes through your systems, and improves continuously—driving cost savings today and customer loyalty that compounds over time.
Connected experiences across every channel
Gladly unifies email, chat, voice, SMS, and retail into a single thread that understands history, sentiment, and intent to complete the task or equip a support team member instantly.
Deliver real telecom outcomes
Gladly knows when to automate and when to assist. It can automatically update a plan, credit an overcharge, or flag an outage—all while learning from every result to make the next resolution even faster.
Know customers instantly
Gladly brings together every customer detail, from active lines and device financing to plan history and billing preferences, into one complete profile. It helps your team detect churn risk, surface upgrade opportunities, and personalize every conversation with confidence.
Serve people, not tickets
Telecom teams can update plans, launch new promos, and respond to outages instantly - without waiting on IT or ticket backlogs. Gladly delivers fast, compliant, and on-brand service across all channels.
Get real results with Gladly
120%
RPC with 59% AI resolution
More revenue per convo
Gladly delivers timely upsell and save offers driven by real intent signals
75%+
of conversations fully resolved by Gladly
Quality at scale
With Gladly, automate routine work and keep CSAT and NPS steady
31%
drop in conversation time in 30 days
Achieve faster resolutions
Gladly’s End-to-end completion reduces handle time and repeat contacts
Keep every customer connected
Gladly helps telecom teams build trust, cut churn, and deliver seamless support at scale.