Grypp Universal CoBrowse vs LiveCall

Grypp Universal CoBrowse lets contact-center agents guide customers through webpages, forms, checkouts, portals, and account areas in real time. Customers join in a browser without downloading software or installing an app, using desktop, tablet, or mobile devices. Agents see the shared browser journey without access to the customer’s full desktop, private tabs, or other applications. Listed capabilities include scriptless cobrowsing, visual annotation, session save and resume, conversion tracking, page recordings, role-based access, and real-time authentication. Grypp says sessions are encrypted, sensitive fields are masked, and customer permission and authentication controls are used. It states that Universal CoBrowse is PCI DSS and HIPAA compliant; the company also reports ISO 27001 certification, a SOC 2 Type II audit, and CSA STAR registry listing. A public API embeds cobrowsing into existing workflows, either standalone or connected to a support stack. Grypp says it integrates natively with many CCaaS platforms, naming NICE CXone, Zendesk, Talkdesk, and Genesys. Pricing is provided on request based on features and requirements.

LiveCall is a video calling platform for B2C services, with distinct roles for users, staff, and administrators. The maker presents it for online customer service, remote support, unattended counters, signage, on-site inspections, and identity verification. Customers can start calls in a computer or smartphone browser without downloading an app. Calling features include video and audio, real-time operator availability, automatic routing, screen sharing, chat, and file sending. Reservation tools cover configurable menus, staff assignment, proxy booking, questionnaires, and automatic email reminders. Administrators can manage staff, reservations, products, sales, branding, and call monitoring, then download call, user, reservation, and sales data as CSV or Excel. Recording, monitoring, setup support, and group calls are optional features. LiveCall connects with company apps and other systems through API and data integrations; Google Analytics tracking can also be embedded. The free plan includes one service URL and one user account. Standard and Pro allow unlimited URLs and accounts, with monthly fees depending on their number.