Softwr

Customer Support · head to head

Groove vs Verint

Groove logo

Groove

Customer Support

Simple, powerful support for growing businesses

From
$12/month
Rated
-
Full reviewWebsite
Verint logo

Verint

Customer Support

Enterprise customer engagement and workforce optimisation, taken private by Thoma Bravo and merged with Calabrio

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch; Verint thoma Bravo took Verint private in November 2025 and is combining it with the directly competing Calabrio, so buyers signing multi-year agreements now cannot know which of the two overlapping product lines survives as the strategic one.
  • They diverge on capability: Groove covers Shared inbox, Verint covers Workforce management.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Groove and Verint actually diverge.

Attributes where Groove and Verint differ
AttributeGrooveVerint
Starting price$12/monthOn request
Pricing modelsubscriptionquote
PlatformsWeb, Ios, AndroidWeb, Windows
Founded2011Unknown

Identical on both: free tier (No), user rating (Not yet rated), category (Customer Support).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Groove

  • Shared inbox
  • Knowledge base
  • Live chat
  • Automation rules
  • Reporting
  • Collision detection
  • Slack
  • Salesforce

Only in Verint

  • Workforce management
  • Interaction recording
  • Speech and text analytics
  • Quality management
  • CX automation bots
  • Voice of the customer
  • Knowledge management
  • Open platform connectors

What people use each for

The jobs each tool is most often brought in to do.

Groove

  • Shared inbox and help desk ticketing for small support teamsnot Verint
  • Handling email, chat and messaging support in one queuenot Verint

Verint

  • A retail bank with 4,000 agents that must record and retain every advised sale under regulatory obligation and evidence retention on demandnot Groove
  • A government service centre running an inherited Avaya estate that needs modern analytics without replacing the telephonynot Groove
  • A multinational insurer forecasting across six sites and three languages where a spreadsheet-based rota has stopped scalingnot Groove
  • An enterprise wanting analytics over one hundred per cent of interactions because sampled quality scoring keeps missing the failure modes that generate complaintsnot Groove

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Groove

  • Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
  • A quiet month still pays the 250 ticket floor
  • No mailbox limit is published

Verint

  • Thoma Bravo took Verint private in November 2025 and is combining it with the directly competing Calabrio, so buyers signing multi-year agreements now cannot know which of the two overlapping product lines survives as the strategic one.
  • The catalogue is licensed piece by piece, including individually priced automation bots, so the quoted platform figure is rarely the figure you end up paying once the analytics, recording and bot modules are all in scope.
  • Implementations routinely run six to twelve months and effectively require a partner, which means the first year of a contract is spent paying for software that is not yet delivering.
  • The interface reflects two decades of accumulated enterprise features, and new supervisors need formal training to do things that a mid-market tool exposes in one screen.
  • It is priced and scoped for thousands of agents, so a 300-seat operation gets an enterprise contract, an enterprise implementation and enterprise complexity for a problem a lighter product would solve in weeks.

Pricing, plan by plan

Groove

$12/month
  • Standard$12/month
    • 1 mailbox
    • Knowledge base
    • Live chat
  • Plus$20/month
    • 5 mailboxes
    • Full reporting
    • Rules
  • Pro$35/month
    • 25 mailboxes
    • Salesforce
    • Enterprise SSO

Verint

On request
  • Verint Open Platform$undefined/year
    • Workforce management and forecasting
    • Compliance recording and quality management
    • Speech and text analytics

Which should you pick?

Choose Groove if

  • You need shared inbox.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Groove review

Choose Verint if

  • You need workforce management.
  • You work on Web, Windows.
  • You also want interaction recording.
Verint review

Questions people ask

Is Groove or Verint better?
Neither clearly leads. Groove starts at $12/month and Verint at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Groove or Verint?
Groove starts at $12/month and Verint at On request.
Does Groove or Verint run on more platforms?
Groove runs on Web, Ios, Android. Verint runs on Web, Windows.
What is Groove best used for?
Groove is most often used for shared inbox and help desk ticketing for small support teams, handling email, chat and messaging support in one queue. Of those, shared inbox and help desk ticketing for small support teams and handling email, chat and messaging support in one queue are not what Verint is typically brought in for.
What can Groove do that Verint cannot?
Groove covers Shared inbox, Knowledge base, Live chat, Automation rules. Verint covers Workforce management, Interaction recording, Speech and text analytics, Quality management.

Answered from the vendors’ own pages

Groove: How is Helply priced?

Helply uses per-ticket pricing at 1 dollar per ticket. This single price covers all features including resolutions, drafts, churn alerts, upsell flags, feature requests, and documentation.

Source
Verint: Who owns Verint now?

Thoma Bravo, which completed a 2 billion US dollar take-private in November 2025 and is combining Verint with its existing portfolio company Calabrio.

Groove: Do I need to pay per team member for Helply?

No, Helply charges per ticket, not per seat. You can bring your entire team, AEs, PMs, and integrations without additional per-person charges.

Source
Verint: Does that affect an existing contract?

Existing contracts continue, but roadmap and product overlap with Calabrio is unresolved. Ask for written commitments on support horizon and migration terms before renewing.

Groove: What's included in Helply's per-ticket price?

The per-ticket price of 1 dollar includes resolutions, drafts, churn alerts, upsell flags, feature requests, documentation, and all AI capabilities with no separate add-on charges.

Source
Verint: Do I have to replace my telephony?

No. Verint is deliberately platform-agnostic and is commonly deployed over Avaya, Cisco, Genesys and Amazon Connect estates.

Groove: Is there a free trial for Helply?

Helply offers a free 12-minute demo walkthrough. Enterprise plans are also available for larger organizations.

Source
Verint: Is pricing published?

No. Verint sells multi-year enterprise agreements quoted per module and per agent, with professional services costed separately.

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