Agiloft Service Desk (discontinued) vs. Ameyo by Exotel

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprise companies (1,001+ employees)
Agiloft's Flexible Service Desk Suite included an Internal Help Desk, External Customer Support, Change Management, Asset Management, RMA Management, and ITIL/ITSM capability. The product is no longer available.
$65
per month
Ameyo by Exotel
Score 7.5 out of 10
Mid-Size Companies (51-1,000 employees)
Ameyo by Exotel is an AI-first cloud contact center solution that manages all customer communication channels, including inbound and outbound calls, chatbot interactions, text messages, social media engagement, and video communications through IP-based connection. Unlike traditional on-premise PBX systems, Ameyo eliminates the need for telecom hardware, reducing deployment time and upfront costs while increasing scalability. Leveraging…N/A
Pricing
Agiloft Service Desk (discontinued)Ameyo by Exotel
Editions & Modules
Free Trial
$0
per license/per month
Professional
Contact sales team
Professional Extended
Contact sales team
Enterprise
Contact sales team
Enterprise Extended
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Agiloft Service Desk (discontinued)Ameyo by Exotel
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredOptional
Additional Details
More Pricing Information
Community Pulse
Agiloft Service Desk (discontinued)Ameyo by Exotel
Top Pros
Top Cons
Features
Agiloft Service Desk (discontinued)Ameyo by Exotel
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Agiloft Service Desk (discontinued)
9.4
2 Ratings
13% above category average
Ameyo by Exotel
-
Ratings
Organize and prioritize service tickets10.02 Ratings00 Ratings
Service restoration10.02 Ratings00 Ratings
Self-service tools10.02 Ratings00 Ratings
Subscription-based notifications10.01 Ratings00 Ratings
ITSM reports and dashboards7.12 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Agiloft Service Desk (discontinued)
9.0
2 Ratings
9% above category average
Ameyo by Exotel
-
Ratings
Configuration mangement8.12 Ratings00 Ratings
Policy and contract enforcement10.02 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Agiloft Service Desk (discontinued)
10.0
2 Ratings
17% above category average
Ameyo by Exotel
-
Ratings
Change requests repository10.02 Ratings00 Ratings
Service-level management10.02 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Agiloft Service Desk (discontinued)
-
Ratings
Ameyo by Exotel
7.6
1 Ratings
9% below category average
Agent dashboard00 Ratings8.21 Ratings
Validate callers00 Ratings7.31 Ratings
Outbound response00 Ratings7.31 Ratings
Call forwarding00 Ratings7.31 Ratings
Click-to-call (CTC)00 Ratings7.31 Ratings
Warm transfer00 Ratings7.31 Ratings
Predictive dialing00 Ratings7.31 Ratings
Interactive voice response00 Ratings8.21 Ratings
REST APIs00 Ratings7.31 Ratings
Call scripts00 Ratings7.31 Ratings
Call tracking00 Ratings8.21 Ratings
Multichannel integration00 Ratings8.21 Ratings
CRM software integration00 Ratings7.31 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Agiloft Service Desk (discontinued)
-
Ratings
Ameyo by Exotel
7.5
1 Ratings
9% below category average
Inbound call routing00 Ratings7.31 Ratings
Omnichannel inbound routing00 Ratings7.31 Ratings
Recording00 Ratings8.21 Ratings
Quality management00 Ratings7.31 Ratings
Call analytics00 Ratings7.31 Ratings
Historical reporting00 Ratings7.31 Ratings
Live reporting00 Ratings8.21 Ratings
Customer surveys00 Ratings7.31 Ratings
Customer interaction analytics00 Ratings7.31 Ratings
Best Alternatives
Agiloft Service Desk (discontinued)Ameyo by Exotel
Small Businesses
NinjaOne
NinjaOne
Score 9.2 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
NinjaOne
NinjaOne
Score 9.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Agiloft Service Desk (discontinued)Ameyo by Exotel
Likelihood to Recommend
10.0
(12 ratings)
6.8
(2 ratings)
Likelihood to Renew
8.9
(9 ratings)
-
(0 ratings)
Usability
7.3
(2 ratings)
7.0
(1 ratings)
Availability
8.6
(2 ratings)
-
(0 ratings)
Support Rating
9.1
(2 ratings)
6.0
(1 ratings)
User Testimonials
Agiloft Service Desk (discontinued)Ameyo by Exotel
Likelihood to Recommend
Discontinued Products
Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
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Exotel Techcom
  • Scalable , It is scalable platform that can handle large number of call volume without compromising performance, making it deal for large businesses with high call volumes, due to this it is perfect for our businesses which demands customer support .
  • It support for multiple time zones and language , it is therefore perfect for companies with global presence.
  • It offers a range of features, including omnichannel support, automated customer service and AI-powered customer service, that can assist businesses in managing complex customer support requirement.
  • Features like data encryption and auditing , that can assist in adhering to industrial regulations.
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Pros
Discontinued Products
  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
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Exotel Techcom
  • Calls are connected faster
  • Clear sound
  • Lots of disposition options
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Cons
Discontinued Products
  • 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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Exotel Techcom
  • The reporting and analytics capabilities of Ameyo are not as robust as those of some of it rivals , it is challenging for me to evaluate the work of my teams and pinpoint areas for development as a result.
  • It does not integrate with many third party programs, because if this we are finding it challenging to incorporate Ameyo into workflows on larger scale.
  • Customer support managers may find it simpler to create customized reports with Ameyo, managers would then be able to monitor the metrics that matter most to them.
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Likelihood to Renew
Discontinued Products
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
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Exotel Techcom
No answers on this topic
Usability
Discontinued Products
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.
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Exotel Techcom
As I said previously, Ameyo is a good tool however it has a long way to go compared to Avaya. The user interface can be improved a lot as they can use it as an app instead of completely web-based. Also, the reporting can be improved substantially and make the experience much better.
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Support Rating
Discontinued Products
We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.
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Exotel Techcom
Customer support also needs to improve for Ameyo. I am not saying it's bad however they need to support the users by customizing the reports as per the requirement of the user. They usually try to refer the user to videos or articles whereas the service for Avaya is that they show you a demo and not only that they customize the reports as per the business requirement
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Alternatives Considered
Discontinued Products
Most of the other CRM software packages we evaluated were either too complicated or time
consuming to setup and customize, or they were too expensive, especially since many
of the companies charge additional fees for each additional module or function
you want to use.
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Exotel Techcom
Avaya is very very good software. Most of the BPOs Contact Center's use them. They are very easy to use and don't use too much data also. Also, their user interface is very easy, especially for people who are not technically sound. The reports can be customized according to one's choice. I will recommend Ameyo's technical team look into it.
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Return on Investment
Discontinued Products
  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
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Exotel Techcom
  • Increased customer satisfaction , it assisted us in raising our customer satisfaction ratings by giving us the resources we require to quickly and effectively address customer issues.
  • Reduced call handling time, It's automated features have made it possible for us to handle more calls more quickly which has decreased customer wait times.
  • Better understanding of customer support performance, its reporting and analytics tool have improved our understanding of quality of our customer support, this knowledge has assisted us in identifying areas for improvement.
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ScreenShots

Agiloft Service Desk (discontinued) Screenshots

Screenshot of Screenshot of Screenshot of

Ameyo by Exotel Screenshots

Screenshot of Interaction details- Interaction timelineScreenshot of an agent view of customer details from ECC as well as CRM and also the interaction history of this customer on the right side of the screenScreenshot of CC- Cobrowsing