Grypp Universal CoBrowse vs Median

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.

Median gives support teams a way to share and navigate a customer’s website alongside them in real time. An agent can find active visitors on a live dashboard and join with one click; the visitor does not need an invite, download, or installation. During a session, agents can point with a cursor, highlight or draw on the page, and request permission to type and click. Phone Mode lets a caller start sharing by pressing CTRL five times and giving the agent the code displayed. One-to-one audio and video streaming through a customer’s website is also available on Expert plans. Admins can exclude selected parts of a site from sharing, and Median says it does not record session data. Its FAQ says the service is CCPA and GDPR compliant. Median works only on pages with its code installed, not other browser tabs or the desktop. It runs as API, self-hosted, and web software. Plans include Free for Life, Business from $25 a month per user billed annually, and Expert from $45 a month per user billed annually; a 14-day trial is listed.