We performed a comparison between Ameyo Fusion CX and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We previously used Survey Monkey. We moved to using this solution because it offers more features. This solution offers call billing, CRM capabilities and remote support."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"In general, for incident management, it's okay."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The digital workplace is appealing."
"In a future release, I would like to have smart learning. There are three phone networks in the UK and we want to know which networks are being used. I would also like to have language interpretation."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"The amount of software issues are still too big, even considering the complexity of the tool."
"The documentation could improve in BMC Helix ITSM."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
Ameyo Fusion CX is ranked 28th in Help Desk Software with 1 review while BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews. Ameyo Fusion CX is rated 7.0, while BMC Helix ITSM is rated 8.0. The top reviewer of Ameyo Fusion CX writes "CRM and billing solution used in a large enterprise that offers scalability and stability". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". Ameyo Fusion CX is most compared with , whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo.
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