Laivly
Procurement partnerAbout
Laivly is a privately held agentic AI platform company built specifically for contact centers and customer care programs. Their platform, called the Sidd CX Ecosystem, enables contact center teams to build, deploy, and manage AI agents that can assist human agents in real time or handle customer interactions autonomously end-to-end. The company was founded by contact center professionals and integrates with existing tech stacks without requiring APIs or replatforming.
Details
VenSearch Intelligence
Ideal Customer
- Laivly's ideal customer is a mid-market to enterprise brand with 500 or more contact center agents that manages high volumes of customer interactions across multiple channels.
- The platform was originally built for Fortune 500 companies in e-commerce, technology, and CPG, and its FAQ confirms it now serves 'teams of all scopes and sizes' while specifically calling out enterprise clients who receive dedicated account teams and SLA-backed support.
Key Differentiators
- Laivly's primary differentiator is its API-free integration model — Sidd operates directly on the agent desktop using only standard agent-level credentials, requiring no middleware, re-platforming, or IT backlog, which enables deployments in under 30 days and claimed ROI of 50%–300%.
- The platform was purpose-built inside a live contact center environment for Fortune 500 brands, giving it operational credibility that retrofitted enterprise platforms lack.
Industries Served
- Laivly explicitly serves Ecommerce & Retail, Banking, Financial Services & Insurance (BFSI), Technology, CPG & Manufacturing, Education & Learning, Healthcare, Media & Entertainment, Restaurants & Food Service, Shipping & Logistics, and Travel & Hospitality.
- Its market presence is noted as strongest in sectors with high-complexity customer service needs such as retail, e-commerce, telecommunications, and financial services.
Service Coverage
- Laivly is headquartered in Winnipeg, Manitoba, Canada, and operates as a global platform serving brands across North America and the Asia-Pacific region.
- Employee presence spans Canada, the United States, the Dominican Republic, and the Philippines, reflecting delivery footprint across those geographies.
Partnerships
- Laivly announced a strategic reseller partnership with UJET (a CCaaS platform) in October 2025, allowing UJET customers to procure Sidd directly through UJET's commercial framework.
- In August 2025, Laivly announced a collaboration with ProcedureFlow to combine visual guidance with AI capabilities for contact center teams.
Company Size & Ownership
- Laivly was founded in July 2017 as a spin-out of global BPO IntouchCX (formerly 24-7 Intouch) and is incorporated as Laivly Inc. (incorporated September 2020 in Canada).
- Current employee counts range from approximately 144–181 across sources as of mid-2026, placing it firmly in the 51–200 employee band.
Compliance & Certifications
- Laivly's tech stack has been identified as including SOC 2 governance, risk, and compliance tooling, indicating active pursuit or maintenance of SOC 2 attestation.
- The company explicitly states no PII retention and no public model training as core security commitments, and its AI models are deployed in compliance with GDPR and CCPA.
Compiled from public sources by VenSearch · Last researched October 14, 2026
Offerings
7 offeringsAPI-Free Integration
Laivly's integration approach acts as an orchestration layer that connects a contact center's entire existing tech stack without requiring APIs, middleware, or replatforming. Sidd sits directly on the agent desktop and operates web-based systems and tools using only standard agent-level credentials, just as a human agent would. This approach allows contact centers to launch faster, save money on infrastructure changes, and minimize security risk by avoiding PII retention.
CX Strategy and Operations Support
Laivly offers strategic partnership and operational support alongside its software platform, helping clients identify where AI can make the biggest impact and launching implementations fast. The company works with clients to create a launch plan that skips the IT backlog and provides ongoing support to drive real adoption from day one. This is positioned as an ongoing relationship to iterate and improve results over time.
Sidd CX Ecosystem
The Sidd CX Ecosystem is Laivly's all-in-one agentic AI platform that combines automation, orchestration, agent assist, and agentic AI into a flexible, human-centric framework for contact centers. It encompasses Sidd Intercept, Sidd Solo, Sidd Duo, and Sidd Studio, all operating within a client's existing tech stack without APIs or rebuilds. Together the components address inconsistent service, slow ramp time, manual work, and siloed tools.
Sidd Duo
Sidd Duo is an AI agent assist tool that lives on the agent's desktop and provides real-time guidance, live transcription, auto-drafted case notes, and cross-system research to help human agents resolve issues faster. It drafts on-brand, intent-driven responses, assists with policy enforcement, and translates and transcribes across channels and languages. It also surfaces friction points and coaching opportunities in real time.
Sidd Intercept
Sidd Intercept is a conversational AI front-line solution that greets customers in the brand's voice, identifies intent and urgency, and resolves what it can before routing to human agents. It deflects high-volume questions using a knowledge base and ensures seamless hand-offs with full context when human support is needed. It is designed to boost self-service without disrupting the customer experience.
Sidd Solo
Sidd Solo is a fully autonomous AI agent that handles end-to-end customer service workflows independently, including order look-ups, cross-system research, and other complex tasks without human intervention. It operates using natural language prompts and no APIs, applying logic, policy, and empathy in every interaction. When necessary, it consults with human agents rather than abruptly handing off cases.
Sidd Studio
Sidd Studio is a no-code control center that allows users to design, deploy, and refine Sidd AI agents in minutes without waiting on developers or IT. Users can adjust guidance, automations, and workflows instantly, target user groups with precision, and get immediate insight into adoption, performance, and coaching needs. It translates plain-language prompts into Sidd Duo and Sidd Solo solutions.
Considering Laivly?
Our team will work with you to determine if Laivly is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.