Gladly was built to pass your RFP.
Everything an enterprise evaluation covers. We’ve covered it first.
Unified Customer Profile
One persistent record per customer. Every channel, every interaction. Loyalty, orders, returns, and conversation history unified before the first response.
Omnichannel
Chat, email, SMS, voice, and social in one conversation thread — no middleware, no context loss at channel switch. Native support, not third-party integrations dressed up as native.
AI + Human Platform
Configurable AI-human handoff rules by intent type. Full context and AI reasoning visible to team members at handoff. The customer never repeats themselves — at any point in the conversation.
AI Governance, Testing & Monitoring
Test AI at scale before it goes live. Make changes and deploy with confidence without Eng support. Every AI decision monitored, traceable, and audit-ready.
Security & Compliance
SOC 2 Type II certified, GDPR and CCPA compliant, tenant-isolated data architecture. Pentest reports and audit results available under NDA. Designed for enterprise security review, not after it.
Integrations & Ecosystem
Pre-built connectors for Shopify, Salesforce, Magento, and the OMS, loyalty, and returns tools retail teams already run. Full REST API for custom integrations. No middleware layer required.
Analytics
Real-time and historical dashboards across every conversation, team, and channel. Custom report builder. Exportable data in standard formats for your BI tool of choice.
Data Ownership & Portability
Your data is yours — unconditionally. Full export on demand, standard formats, no export fee. Your data is not used to train any shared model. Contractual deletion certificate provided on termination.
Identity Resolution
Cross-channel identity matching via email, phone, and loyalty ID. Duplicate record detection and merging. Configurable match confidence thresholds. One customer across every channel — correctly, every time.
Audit Trail
A complete, immutable record of every AI decision, agent action, and configuration change for compliance review and incident reconstruction.
AI That Gets Smarter Over Time
Surface AI performance gaps, refine responses, and improve outcomes — without engineering.
Performance & Reliability
Public status page, historical uptime, and quarterly reliability reviews. Independent audits and vulnerability management SLAs — reliability your security and IT teams can inspect on demand.
Proof in Numbers
What enterprise evaluations consistently find.
Certified annually, report available under NDA to qualified evaluators
Retail conversations in the training base, more domain depth than any general-purpose model
Customer data used in shared model training, contractual in every agreement
“Our security and legal teams finished their review in under three weeks. The documentation was more thorough than anything we'd seen from an AI CX vendor.”
Legal & Compliance Lead
Enterprise Retail Brand
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