Freshdesk Omni (formerly Freshworks Customer Service Suite) vs Gladly

Freshdesk Omni (formerly Freshworks Customer Service Suite) has no write-up on Specifiction yet; its figures are above.

Gladly provides customer experience and commerce AI for brands that want to sell, serve, and support customers in a single conversation. Its shopping AI uses customer history and personalized recommendations to help shoppers find and buy products; Voice AI handles calls with conversational responses and actions. Customer profiles combine past conversations with live journey context such as browsing and cart activity. The platform includes a shared inbox, SLA management, a help center, ticket automation, and API access, with web and API listed as platforms. Business users can train the system with Guides, and CX teams can manage it after initial setup. The integrations directory includes Shopify, BigCommerce, Loop, Recharge, Salesforce, and Slack, alongside an App Platform for custom integrations. Gladly says it meets SOC 2 Type II, PCI DSS, HIPAA, GDPR, and CCPA requirements, encrypts data at rest and in transit, and does not share data across tenants or train models on customer data. It states 99.9% uptime with redundant architecture and auto-failover. Pricing is on request; the company offers an interactive browser demo and a personalized 30-minute demo.