Ameyo Fusion CX vs BMC Helix ITSM comparison

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Executive Summary

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.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

More Ameyo Fusion CX Pros →

"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area.""We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing.""The most valuable features of BMC Helix ITSM are the ease to use and integration.""Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.""In general, for incident management, it's okay.""The digital workplace is appealing.""The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial.""It's a very integrated solution."

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Cons
"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."

More Ameyo Fusion CX Cons →

"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.""There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view.""Our middleman provider limits the available functionality so we cannot even do our own analytics.""BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services.""We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time.""The notifications that the solution is providing are very helpful, they should keep improving them for the future.""It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues.""It has created more layers of bureaucracy."

More BMC Helix ITSM Cons →

Pricing and Cost Advice
  • "This solution costs our business $3,000 per year."
  • More Ameyo Fusion CX Pricing and Cost Advice →

  • "Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
  • "While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."
  • "If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
  • "It is costly, but it is well worth it."
  • "Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
  • "If you are looking for some kind of professional services form the OEM then you would have to purchase that."
  • "It is too expensive for a small business."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • More BMC Helix ITSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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.
    Top Answer:This solution costs our business $3,000 per year.
    Top Answer: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.
    Top Answer:It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures Having ITSM and proper knowledge is essential for our work to be acknowledged and… more »
    Top Answer:Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various… more »
    Top Answer:We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics… more »
    Ranking
    28th
    out of 59 in Help Desk Software
    Views
    98
    Comparisons
    71
    Reviews
    1
    Average Words per Review
    339
    Rating
    7.0
    3rd
    out of 59 in Help Desk Software
    Views
    8,522
    Comparisons
    4,804
    Reviews
    21
    Average Words per Review
    414
    Rating
    7.6
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More
    Overview

    Ameyo is a customer experience platform that helps enterprises of all sizes to connect, serve and support their customers. It is a powerful and highly flexible one-stop solution for all your contact center needs that lets the businesses have personalized interaction with every customer across multiple channels, thereby driving customer engagement.

    Designed on latest and robust technology, Ameyo delivers customer engagement solutions which help businesses to improve productivity and profitability and meet their overall goals of customer acquisition & retention, repeat sales and requisitioning and business process automation.

    Ameyo has a long-standing history of excellence with years of proven industry experience in the very challenging and fast-paced Customer Experience Management domain. We came in 2003, built a complete Contact Center Suite in 2004, launched Ameyo PACE and Ameyo on Cloud in 2010. Within a span of five to six years, we launched the ultimate Omni-channel and Customer Experience solution in the form of Ameyo Omni and Fusion CX respectively. With over 2000+ customers in across various verticals such as Banking, BPO, E-commerce, Financial Services, Telecom, Travel & Tourism, Healthcare, and Retail, this is just the beginning of our journey to be the most innovative and customer-centric global Contact Center transformers.

    BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

    BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

    Key Features

    Some of BMC Helix ITSM’s key features include:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    Reviews from Real Users

    BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

    A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

    Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

    Sample Customers
    Bank Bazaar
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Top Industries
    No Data Available
    REVIEWERS
    Computer Software Company22%
    Manufacturing Company16%
    Comms Service Provider13%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Financial Services Firm13%
    Government10%
    Manufacturing Company6%
    Company Size
    No Data Available
    REVIEWERS
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    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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    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.