Bright Pattern Contact Center vs. Verint Messaging

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprise companies (1,001+ employees)
Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be…N/A
Verint Messaging
Score 7.8 out of 10
Mid-Size Companies (51-1,000 employees)
Verint Messaging (formerly Conversocial) is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows to enable companies to quickly and efficiently join and create conversations with their customers.N/A
Pricing
Bright Pattern Contact CenterVerint Messaging
Editions & Modules
Omnichannel CX
-
per month per seat
Call Center Standard
-
per month per seat
Digital CX
-
per month per seat
No answers on this topic
Offerings
Pricing Offerings
Bright Pattern Contact CenterVerint Messaging
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsOne-time set-up fee includes 45 hours of services for workflow implementation and training: Discovery and Design Workshop; Configuration and Customization to customer requirements; Testing and Evaluation; Agent and Supervisor Training; Administration Mentoring & Knowledge Transfer
More Pricing Information
Community Pulse
Bright Pattern Contact CenterVerint Messaging
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Bright Pattern Contact CenterVerint Messaging
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Bright Pattern Contact Center
9.8
27 Ratings
16% above category average
Verint Messaging
-
Ratings
Agent dashboard9.626 Ratings00 Ratings
Validate callers9.625 Ratings00 Ratings
Outbound response9.725 Ratings00 Ratings
Call forwarding9.824 Ratings00 Ratings
Click-to-call (CTC)10.021 Ratings00 Ratings
Warm transfer9.727 Ratings00 Ratings
Predictive dialing9.922 Ratings00 Ratings
Interactive voice response9.725 Ratings00 Ratings
REST APIs10.024 Ratings00 Ratings
Call scripts9.822 Ratings00 Ratings
Call tracking9.723 Ratings00 Ratings
Multichannel integration9.523 Ratings00 Ratings
CRM software integration9.724 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Bright Pattern Contact Center
9.4
26 Ratings
13% above category average
Verint Messaging
-
Ratings
Inbound call routing9.825 Ratings00 Ratings
Omnichannel inbound routing9.424 Ratings00 Ratings
Recording9.726 Ratings00 Ratings
Quality management9.224 Ratings00 Ratings
Call analytics9.521 Ratings00 Ratings
Historical reporting9.426 Ratings00 Ratings
Live reporting9.124 Ratings00 Ratings
Customer surveys9.623 Ratings00 Ratings
Customer interaction analytics9.018 Ratings00 Ratings
Best Alternatives
Bright Pattern Contact CenterVerint Messaging
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Conversica
Conversica
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Bright Pattern Contact CenterVerint Messaging
Likelihood to Recommend
10.0
(27 ratings)
8.2
(11 ratings)
Likelihood to Renew
10.0
(1 ratings)
9.1
(6 ratings)
Usability
10.0
(27 ratings)
8.2
(5 ratings)
Availability
10.0
(1 ratings)
8.7
(2 ratings)
Performance
9.0
(1 ratings)
8.5
(2 ratings)
Support Rating
10.0
(27 ratings)
8.2
(5 ratings)
In-Person Training
8.0
(1 ratings)
9.1
(1 ratings)
Online Training
7.0
(1 ratings)
9.1
(3 ratings)
Implementation Rating
6.1
(4 ratings)
9.1
(3 ratings)
Configurability
8.0
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
-
(0 ratings)
Product Scalability
9.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
10.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Bright Pattern Contact CenterVerint Messaging
Likelihood to Recommend
Bright Pattern, Inc.
Bright Pattern has been fantastic in allowing us to automate voice and chat contacts, and we're currently building out scenarios that will allow us to automate even more. It's super simple to collect data from customers, and using some API calls provides the answers they're looking for without a human needing to get involved. There is less functionality currently for emails. Emails can be routed to queues based on keywords, and auto-replies can be sent, but it's pretty basic functionality. We'd love to see some of the enhanced capabilities offered in voice and chat scenarios for email.
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Verint
From experience, you may ask the Conversocial team to make recommendations on licenses for larger vs. smaller social customer service teams. The need for support and the amount of usage you may get from the tool's robust offering may differ as a result of those precedents. The tool is adaptable in both scenarios it would seem.
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Pros
Bright Pattern, Inc.
  • AI platform integration - IBM Watson, Google Dialogflow, for example
  • Quality Management - out of the box sentiment anlysis
  • Unified agent desktop - ability to see all channels in one pane of glass
  • Robust analytic widgets that can also drive wall boards
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Verint
  • Previous conversations: This is one of the main reasons why I personally love Conversocial over Hootsuite and other social media engagement tools. Conversocial pulls in all previous interactions we've had with community members and it helps us identify if we've already addressed their problem, if they are a detractor/advocate, and so much more. With other engagement tools, it's frustrating as a community member may repost the same thing over and over again, but at different time periods. If you're unable to see what someone has said in the past, we may waste our time replying to the same thing multiple times, or we also risk responding with the same general advice, when we could try a different approach.
  • Tags and filters: Conversocials use of tags and filters are extremely simple to use. They have shortcuts which help you easily assign a tag to an item and then you can easily pull up each of those tags within Conversocial itself or your can open up an external report. If my team is in a hurry and wants to quickly see a certain tag, we can use the filter option and within seconds we have all the information we need.
  • Simple shortcuts: Conversocial has several shortcuts that save my team a lot of time. One single button on my keyboard can apply sentiment and archive something so it's out of my way. I can also use shortcuts to apply a tag, assign an item, and do other tasks. It may seem like a small benefit but each second saved really adds up throughout each day and week.
  • Communication: As we know, technology has issues and every tech issue Conversocial has experiences has been handled extremely well. I've never encountered any issues contacting Conversocial, we're always notified when they are working on a solution and once the problem has been fixed. We also receive random pop-ups within Conversocial to notify us of known issues before our team experiences them, and when there is a new feature that we should be aware of. Their communication is always on point and it's great to know that we can always rely on them.
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Cons
Bright Pattern, Inc.
  • More customizable and robust out of the box reporting
  • WFM component
  • Easier/cleaner Chat GPT integration for generative AI agent responses and notes
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Verint
  • I would like to see an improvement in the reporting dashboard which is something I mentioned to Josh (the CEO) on a call back in April. He said that it is something they are working on but to remember that this is truly a customer service social media platform so some of the features that I would like to see may not fit well with the users of the product.
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Likelihood to Renew
Bright Pattern, Inc.
No answers on this topic
Verint
The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial. (I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)
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Usability
Bright Pattern, Inc.
It's pretty simple for agents to pick up quickly, it takes a bit longer for supervisors to get familiar with. QA tools are pretty barebones but functional enough. It can be as simple or complex as you need it to be, if you spend some time configuring the settings or working with Bright Pattern's support team to build out what you need.
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Verint
Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it
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Reliability and Availability
Bright Pattern, Inc.
It is always on. The only outage to date that I have experienced was with an upstream telco provider a few years ago. The inbound leg telco was hit by a DDOS attack which led to delays in routing calls to the platform. This was not the fault of the Bright Pattern platform but the telco provider. We have had a few minor carrier issues with call quality, or a handful of brief drops, but Bright Pattern is quick to identify these and change carriers when it starts to happen.
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Verint
Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
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Performance
Bright Pattern, Inc.
All pages load when expected, and reports render either in the web browser or as a download. I never really have issues with accessing the admin or agent desktop sites. It just works.
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Verint
Extremely fast, practically in real time.
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Support Rating
Bright Pattern, Inc.
Although we have only had 1 very short outage in our 4 years of service. Bright Pattern support was easy to contact and solved our sisue very quickly as well as provided more than adequate information on an RCA (Root Cause Analysis) for our clients
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Verint
Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.
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In-Person Training
Bright Pattern, Inc.
In-person and virtual training was great, but Bright Pattern could use some online training videos similar to other platforms. I would welcome online training videos to keep the steady flow of new agents up to date. Admin training is one of the largest areas that need video. The static documentation is great. It is pretty easy to follow and configure your contact center as you progress through each step. The documentation is available online on an easy to use knowledgebase or wiki style site. You do not need a user account to access the help docs, meaning that users at any level can freely access the materials to learn about the platform.
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Verint
Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.
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Online Training
Bright Pattern, Inc.
Online training is documentation based only. It is thorough and step by step, but no videos. It would also be helpful to have more information within the help docs on custom reporting. I find that many of the Bright Pattern specific configurations for the Jasper Reporting Server have to be "stumbled" across through existing report templates and they are not clearly listed out somewhere. In person training will not generally go into great depth on report customizations.
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Verint
Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.
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Implementation Rating
Bright Pattern, Inc.
As an implementor, I have found the Bright Pattern Contact Center very easy to work with. The platform operates in the manner which I think. Therefore, everything I do seems logical and works exactly as expected. Many solutions are much more difficult to work with and make implementations difficult
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Verint
Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
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Alternatives Considered
Bright Pattern, Inc.
As a contact centre technology vendor we have experience of many different contact centre platforms. We chose Bright Pattern Contact Center because its the best omni-channel contact centre we've ever seen, it's incredibly reliable, its hosted in-country, it has the Microsoft integrations many of our customers want, we can integrate with virtually any CRM or ITSM system and the platform offers a vast feature set.
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Verint
Early on we did comparisons with Hootsuite and later with Adobe. While they have similarities, the difference at the time and likely currently, was the personal interest and general accessibility of Conversocial's platform and people. The combination of an effective CRM solution and a team that was readily available to help proved to be the winning formula for our business.
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Scalability
Bright Pattern, Inc.
Very flexible and will scale without any intervention from my team. Scaling at the carrier/telco layer is handled by Bright Pattern, if you use their offered telecom
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Verint
No answers on this topic
Return on Investment
Bright Pattern, Inc.
  • We saved customers between 30% - 40% of the cost of their current omnichannel contact center solutions when we implemented Bright Pattern Contact Center
  • Very quick to implement so we are able to service more customers with same number of staff
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Verint
  • One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction.
  • The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%.
  • We can track that we are responding to a fan's first message within 30 minutes.
  • We can track the number of messages each user engages with.
  • We can see the most effective times of day to post and reply.
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ScreenShots

Bright Pattern Contact Center Screenshots

Screenshot of Screenshot of Screenshot of

Verint Messaging Screenshots

Screenshot of Powers consistent experiences across different messaging platforms, in multiple languages, through a seamless blend of bots and human agentsScreenshot of Verint Messaging offers the real-time and historical analytics necessary for the most demanding modern contact centers, with insights and reporting of the performance of humans and botsScreenshot of Agents can move across interaction types as “Conversations” without losing context, such as during bot-to-human agent handoversScreenshot of In addition to topical insights like emergent phrases mentioned and tags being assigned to conversations, the engagement dashboard provides high-level views of how the business is performing overallScreenshot of An overview of the business value of Verint MessagingScreenshot of At the broadest level, the Verint Messaging dashboard includes an overall and per channel view of real-time messaging volume, and other KPIs