ICMI Recognizes Grypp: Best New Technology Solution For The Contact Center Industry

Celebrating Grypp’s Achievement at ICMI: Best New Technology Solution

Orlando, FL, October 19, 2023 — Grypp, a cloud-based DXP (Digital Experience Platform) provider for contact centers, has been honored with the esteemed title of “Best New Technology Solution” at this year’s International Customer Management Institute (ICMI) Expo. Grypp’s innovative approach to customer-agent interactions has set a new standard in the industry, revolutionizing the way contact centers operate.

At ICMI, the mission is clear: to champion contact centers and their dedicated professionals, with the unwavering commitment to making both better every day. Grypp aligns perfectly with this mission by pushing the boundaries of customer-service technology to create a more efficient and customer-centric environment.

Thanking ICMI Judges and Congratulating All Winners and Finalists

We extend our heartfelt gratitude to the esteemed judges at ICMI for recognizing Grypp’s dedication to innovation and excellence in the field of customer service technology. It is an incredible honor to be named “Best New Technology Solution,” and this award motivates us even more to continue pushing the boundaries of what is possible in customer-agent interactions.

We also want to extend our warmest congratulations to all the winners and finalists at this year’s ICMI Expo. Your contributions to the industry are truly commendable, and we are proud to be part of a community that is committed to delivering exceptional customer experiences.

Redefining Customer Sales & Service Conversations

Grypp introduces a new capability to the contact center industry by providing agents with a powerful tool to visualize and share digital elements with customers in real-time during voice calls. This innovative product revolutionizes the traditional voice call experience by bringing a rich, immersive branded experience to customers, similar to what they expect from other digital channels. By allowing agents to share visual and digital elements with customers, Grypp improves the overall customer experience, increases comprehension, and enhances engagement levels, leading to improved call outcomes.

Agents can send links to customers, who can then join a synchronous viewport where they can collaborate and interact with various digital media. This enables them to review product information, troubleshoot technical issues, complete forms, sign documents, configure products, make payments, and more. The introduction of this patented technology generates valuable data and insights that were previously unavailable. It allows for a deeper understanding of both destructive and constructive customer journeys, enabling better guidance towards successful outcomes. The possibilities offered by this technology are just beginning to be explored, opening up new opportunities for the industry.

Grypp’s capabilities can be easily configured to create tailored customer journeys for different conversation and campaign types. Some of the key highlights include:

  • Real-time Payments: Agents, including those working from home, can securely process payments in real-time, ensuring a smooth and convenient transaction process for customers.
  • Document sharing and e-Signature: Instead of verbally reading out cumbersome elements like Terms & Conditions, Grypp enables visual representation of documents, saving time, improving compliance, and enhancing both the agent experience (AX) and customer experience (CX). Customers can also sign and process documents in real-time, eliminating delays and the need for follow-up calls.
  • Product Catalogue and Configuration: Grypp allows businesses to showcase their products in a virtual basket, enabling customers to easily browse and customize their selections.
  • Post-call leave-behind: Agents can provide customers with relevant documents and product selections in real-time, allowing them to review, interact with, or transact at their convenience. This feature reduces the need for costly follow-up calls and empowers customers with self-help options.
  • Self-Help guides: By providing customers with specific pages from manuals or guides in real-time, support call times can be shortened as customers have access to relevant information for reference.
  • Integrations and Complete Branding: Grypp seamlessly integrates with existing systems, facilitating quick adoption and implementation. Businesses can also create a complete branded experience, making interactions more personalized and memorable for customers.
  • Video Chat, Screen Share, Co-Browsing, and Media Upload: Grypp enables face-to-face video chat and screen sharing between customers and agents, facilitating real-time information sharing and collaboration. Co-browsing allows agents and customers to navigate websites together, enhancing the support experience. Additionally, customers and agents can upload and annotate media files for easier information sharing.
  • Full audit trails and data logs – Grypp provides full data logs and reporting on the entire interaction between customer and agent providing the call center with unparalleled visibility of the conversation detail that led to the outcome achieved.

With its extensive feature set and compatibility, Grypp is reshaping the contact center industry, making every interaction more efficient and meaningful for both customers and agents. Agents can see what customers see, process secure payments, approve T&C’s, complete & sign forms, troubleshoot with live video and much more. 

This recognition by ICMI is a testament to our commitment to excellence, and we look forward to continuing to innovate and transform the future of customer-service technology.

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