Gridspace
Revolutionize call centers with AI-driven, real-time communication analysis.. [Contact for Pricing]
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What is Gridspace?
Gridspace is a conversational AI platform that automates and enhances customer phone interactions through AI voice agents and speech analytics. The platform's flagship product, Grace, is a next-generation virtual voice agent that handles inbound and outbound calls for bookings, payments, lead qualification, wellness checks, account management, and customer support. Gridspace also offers Sift, an advanced conversation analytics tool that transcribes speech with near-human accuracy, analyzes tone and sentiment, and derives over a dozen emotions from streaming conversations.
Key features include task-oriented voice AI agents with emotional intelligence, real-time streaming conversation search and analytics, automated call summaries, voice agent authoring and orchestration, high-concurrency inbound/outbound call handling, caller authentication flows, and seamless integration with existing telephony systems, CRM solutions, and back-office systems. The platform supports serverless voice agent deployment, voice simulators for testing, model interpretability, data redaction, and operational insights with reporting.
Gridspace is designed for contact centers, healthcare organizations, financial services companies, and enterprises that need to automate customer phone interactions at scale. It serves regulated industries with HITRUST, HIPAA, PCI Level 1, SOC 2 Type 2, and GDPR compliance certifications. The platform is ideal for businesses looking to reduce wait times, increase customer satisfaction, scale call handling capacity, and provide 24/7 automated customer service without rerouting calls to human agents.
The company was formed in 2012 as a collaboration with SRI Speech Labs (the lab behind Siri) and employs 11-50 people headquartered in Los Angeles, CA. Gridspace handles over 500,000 annual calls and has been used to collect over 500,000 pints of blood through blood bank automation.
Gridspace pricing
Pricing model: Freemium
Gridspace Grace has four pricing tiers: Essential at $90/month includes 10 hours/month of call time, toll-free or local number, natural voice & dialog, template call flows & playbooks, live transfers & monitoring, transcription/analytics/reporting, HIPAA/HITRUST/PCI Level 1 compliance, 100+ integrations, and configurable working hours. Growth at $250/month includes everything in Essential plus 30 hours/month, outbound calling & autodialer, unlimited post-call SMS, number porting, fully integrated back-office, custom integrations, and custom reports. Professional at $840/month includes everything in Essential & Growth plus 100 hours/month, branded calling ID, white glove onboarding, 3 custom call flows & playbooks, and a dedicated account manager. Enterprise pricing is custom based on needs with high volume pricing, custom deployments, and premium support. Gridspace Sift pricing is usage-based: Advanced Analytics at $1/hour of calls, Question Answering at $1/100 answers, and Secure Storage at $0.0015/GB/day. A free trial is available; contact vendor for enterprise/custom plans.
Gridspace pros
- Near-human accuracy speech transcription
- Emotional intelligence that detects over a dozen emotions
- HITRUST and HIPAA certified for healthcare compliance
- PCI Level 1 and SOC 2 Type 2 security certified
- Handles 500,000+ annual calls at scale
- Real-time streaming conversation analytics
- Automated AI call summaries after each call
- 100+ integrations with existing systems
- Toll-free or local phone number included
- Outbound calling and autodialer in Growth plan+
- Voice simulators for testing before deployment
- Low-latency neural text-to-speech synthesis
- Speaker diarization and word-level timestamps
- White glove onboarding in Professional plan
- Dedicated account manager for Professional tier
- Configurable working hours for call handling
- Live transfers and monitoring capabilities
- Custom reports and custom call flows available
- Serverless voice agent deployment infrastructure
- Generative AI that handles complex conversations
Gridspace cons
- Pricing requires contacting sales for enterprise plans
- No free tier - lowest plan starts at $90/month
- Limited to 10 hours/month on Essential plan
- Custom integrations only available on Growth plan+
- Outbound calling only on Growth plan ($250/mo)+
- Branded calling ID only on Professional plan ($840/mo)+
- Heavy enterprise procurement process
- Less self-serve than competing voice AI APIs
- Requires configuration for custom playbooks
- Depends on integration with existing voice technologies
Frequently asked questions about Gridspace
What is Gridspace Grace?
Gridspace Grace is a next-generation conversational voice bot and AI voice agent that results from over seven years of research and development. It is a task-specific virtual agent that takes calls and uses conversation in real time to connect outside data sources with the dialoguing system to solve customers' problems without needing to reroute calls to human agents. Grace has emotional intelligence capabilities that enable it to respond more swiftly and empathetically to customer emotions.
What industries does Gridspace serve?
Gridspace serves regulated industries including healthcare contact centers, financial services companies, and enterprises. It is HITRUST and HIPAA certified for healthcare, PCI Level 1 certified for payment processing, and SOC 2 Type 2 and GDPR compliant. The platform automates calls for leading healthcare organizations (including blood banks with 500,000+ annual calls) and financial services companies.
What is Gridspace Sift?
Gridspace Sift is the company's conversation analytics platform that uses state-of-the-art neural models to transcribe speech in real time. It allows users to search, analyze, and visualize streaming conversations, transcribe speech with near-human accuracy, derive over a dozen emotions, analyze tone and sentiment, view agent performance scoring, and search through, index, and extract audio transcripts. Pricing is $1/hour of calls for advanced analytics.
Does Gridspace offer a free trial?
Yes, Gridspace offers a free trial for its platform. However, there is no permanent free tier - the lowest paid plan (Essential) starts at $90/month. For enterprise and custom plans, you need to contact the vendor directly for pricing.
What integrations does Gridspace support?
Gridspace integrates with popular telephony systems, CRM solutions, data warehouses, and other data sources. The Essential plan includes 100+ integrations out of the box. The Growth plan and above include custom integrations. The software provides a comprehensive view of live conversations by connecting to existing back-office systems and medical records systems in healthcare.
How does Gridspace's emotional intelligence work?
Gridspace Grace's emotional intelligence capabilities, unveiled in August 2024, enable the voice agent to respond more quickly and empathetically to speaker emotions. The system can derive over a dozen emotions from conversations and enhance Grace's ability to express its own emotional states. This allows Grace to connect with customers on a deeper level and handle emotionally charged interactions with greater nuance.
What use cases does Gridspace support?
Gridspace supports booking appointments and reservations, lead qualification and data gathering, payment collection and account updates, answering FAQs and order status checks, wellness assessments and customer support triage, routing inquiries, managing high call volumes, automated patient outreach and triage in healthcare, scheduling appointments, eligibility verification, surveys, and inbound call routing automation.
Is Gridspace suitable for high call volumes?
Yes, Gridspace is built for high concurrency and scalable deployments. The platform is proven in large-scale deployments including contact centers with over 20,000 seats. It handles high call volumes reliably with elastic scaling for demand surges and can handle 500,000+ annual calls. The Professional plan includes 100 hours/month and enterprise plans offer high volume pricing.
How long does it take to set up Gridspace?
Gridspace is designed for quick deployment with only a few minutes of set-up required. The platform allows businesses to deploy, update, and manage AI agents quickly, often in minutes, without needing multiple vendors. White glove onboarding is included in the Professional plan for enterprises that need hands-on implementation support.
What security certifications does Gridspace have?
Gridspace holds HITRUST certification (Grace has earned certified status for three years in a row, a first in the industry), HIPAA compliance with BAA available, PCI Level 1 certification, SOC 2 Type 2 certification, and GDPR compliance. The platform includes data redaction and privacy controls, consent management, and fine-grained access controls for data ownership and privacy.