Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Brand Embassy

11 Ratings
Score 9.5 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

It is ideal for managing a wide range of business processes from CRM to technical support. We use it for issue tracking and technical support. We also used it to create a highly structured knowledgebase with contributor content. It might be less appropriate for detailed quantitative modeling
Max Henrion profile photo

Brand Embassy

Brand Embassy is excellent for brands that utilize a great influx of traffic, though even smaller channels will surely see a ton of improved feedback by using the platform. Having the ability to approach each audience differently yet organize the results and responses together, with the option for comparison and having the report issued separately or together is a great deal better than to have to do the manual work yourself (not to mention it is not going to be as insightful nor precise).
Milko Aritonoski profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Brand Embassy
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Brand Embassy
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Brand Embassy
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Brand Embassy
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Brand Embassy
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Brand Embassy

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Brand Embassy
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Brand Embassy
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Brand Embassy

Change management

Agiloft Flexible Service Desk Suite
9.8
Brand Embassy
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Brand Embassy
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Brand Embassy

Pros

  • Quick and easy Deployment
  • Ease of workflow adjustment
  • Customization is simple and quick to perform
No photo available
  • Flexibility with non-standard channels
  • Nice reporting
  • Workflow management
Dušan Šimonovič profile photo

Cons

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
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  • The process is bit too difficult when we get posts with many comments. It´s partly caused by our internal set up but we should be looking for simpler solution going forward.
  • Although Brand Embassy works on IE (9 and newer), there are some features missing (NOT A MAJOR ONES).
Michaela Havelková profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto profile photo
Brand Embassy7.7
Based on 5 answers
I still use the platform:- its use is customer friendly- improves and speed up customer care on SM - improves speed and quality of internal processes/communication- monitor/measure all valuable metrics
Michaela Havelková profile photo

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
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No answers yet
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Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
Brand Embassy9.1
Based on 3 answers
It is difficult to describe just how awesome the support guys and gals at Brand Embassy are. Ever-present and eager to help, with kind and helpful attitude and you can really feel they are doing this to help you make results
Milko Aritonoski profile photo

Alternatives Considered

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
Better organized, with more identifiable and easily accessible data, not to mention, these two offer the bare bones of functionality. Sure you can see raw data but you cannot actually do anything with them as a whole - you need to do all the comparison and analysis yourself which can take a long time
Milko Aritonoski profile photo

Return on Investment

  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
Don Ruxton profile photo
  • Positive impact on customer experience - Brand Embassy is a great partner in delighting customers in innovative ways.
Milica Isailovic profile photo

Screenshots

Brand Embassy

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Brand Embassy

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details