AT&T Workforce Manager
6 Ratings
ServiceNow Customer Service Management
50 Ratings

AT&T Workforce Manager

6 Ratings
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Score 9.3 out of 100

Based on 6 reviews and ratings

ServiceNow Customer Service Management

50 Ratings
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Score 7.7 out of 100

Based on 50 reviews and ratings

Feature Set Ratings

    Incident and problem management

    AT&T Workforce Manager

    Feature Set Not Supported
    N/A
    7.8

    ServiceNow Customer Service Management

    78%
    ServiceNow Customer Service Management ranks higher in 6/6 features
    ServiceNow Customer Service Management ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Expert directory

    N/A
    0 Ratings
    7.6
    76%
    8 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.8
    78%
    8 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.2
    72%
    8 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.8
    88%
    9 Ratings

    Ticket response

    N/A
    0 Ratings
    7.4
    74%
    9 Ratings

    Self Help Community

    AT&T Workforce Manager

    Feature Set Not Supported
    N/A
    7.5

    ServiceNow Customer Service Management

    75%
    ServiceNow Customer Service Management ranks higher in 2/2 features
    ServiceNow Customer Service Management ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.6
    76%
    6 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.4
    74%
    8 Ratings

    Multi-Channel Help

    AT&T Workforce Manager

    Feature Set Not Supported
    N/A
    7.1

    ServiceNow Customer Service Management

    71%
    ServiceNow Customer Service Management ranks higher in 5/5 features
    ServiceNow Customer Service Management ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.1
    81%
    7 Ratings

    IVR

    N/A
    0 Ratings
    5.8
    58%
    5 Ratings

    Social integration

    N/A
    0 Ratings
    5.6
    56%
    6 Ratings

    Email support

    N/A
    0 Ratings
    7.6
    76%
    8 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.4
    84%
    7 Ratings

    Attribute Ratings

    • AT&T Workforce Manager is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • ServiceNow Customer Service Management is rated higher in 1 area: Usability

    Likelihood to Recommend

    9.1

    AT&T Workforce Manager

    91%
    3 Ratings
    7.8

    ServiceNow Customer Service Management

    78%
    9 Ratings

    Usability

    5.0

    AT&T Workforce Manager

    50%
    1 Rating
    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating

    Support Rating

    9.2

    AT&T Workforce Manager

    92%
    3 Ratings
    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating

    Likelihood to Recommend

    AT&T Workforce Manager

    AT&T Workforce Manager would be an exceptional product if it had enhanced capabilities such as electronic signatures and a customer database. The tracking features really helped out our office with payroll and dispatching.

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    Tammy Gutierrez | TrustRadius Reviewer
    Tammy Gutierrez
    View all 3 answers on this topic

    ServiceNow Customer Service Management

    It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    Pros

    AT&T Workforce Manager

    • Wireless Forms gives users the ability to digitize any paper form. You can include text, number, camera, audio, and bar codes, among other fields.
    • Intelligent tracking provides a location any time a user is moving or performs any action.
    • Robust reporting provides actionable data that organizations can use to make strategic decisions regarding their fleet and workforce.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 3 answers on this topic

    ServiceNow Customer Service Management

    • Allows for clear communication between help desk and end users.
    • Provides a clean inventory option for both hardware items and software licenses.
    • Navigation is very intuitive and user friendly.
    • Many reporting features for all levels of the company.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    Cons

    AT&T Workforce Manager

    • It would not integrate with our business forms.
    • No contact data base
    • No inventory tracking

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    Tammy Gutierrez | TrustRadius Reviewer
    Tammy Gutierrez
    View all 3 answers on this topic

    ServiceNow Customer Service Management

    • Adding in additional chat features would be nice
    • Viewing where you stand in priority
    • Having a way to automate more of the processes

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    Pricing Details

    AT&T Workforce Manager

    General

    Free Trial
    —
    Free/Freemium Version
    —
    Premium Consulting/Integration Services
    —
    Entry-level set up fee?
    No

    Starting Price

    —

    ServiceNow Customer Service Management

    General

    Free Trial
    —
    Free/Freemium Version
    —
    Premium Consulting/Integration Services
    —
    Entry-level set up fee?
    No

    Starting Price

    —

    Usability

    AT&T Workforce Manager

    AT&T Workforce Manager 5.0
    Based on 1 answer
    AT&T Workforce Manager is pretty to look at, but it performs at a lower level than others of its category.

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    Tammy Gutierrez | TrustRadius Reviewer
    Tammy Gutierrez
    View all 1 answers on this topic

    ServiceNow Customer Service Management

    ServiceNow Customer Service Management 10.0
    Based on 1 answer
    Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    Support Rating

    AT&T Workforce Manager

    AT&T Workforce Manager 9.2
    Based on 3 answers
    The customer experience/service department and technical support teams work through any situations that arise. They are responsive and provide excellent service.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 3 answers on this topic

    ServiceNow Customer Service Management

    ServiceNow Customer Service Management 9.0
    Based on 1 answer
    Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    Alternatives Considered

    AT&T Workforce Manager

    AT&T Workforce Manager and Corrigo Field Service Mananger (FSM) have a lot of similar qualities. However, we decided to switch to Corrigo FSM because we were able to get electronic signatures and import our customer database. I liked the ease of movement within AT&T Workforce Manager better than that of Corrigo FSM. AT&T Workforce Manager is more aesthetically pleasing and easier to navigate.

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    Tammy Gutierrez | TrustRadius Reviewer
    Tammy Gutierrez
    View all 3 answers on this topic

    ServiceNow Customer Service Management

    ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.

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    Veeral Oza | TrustRadius Reviewer
    Veeral Oza
    View all 9 answers on this topic

    Return on Investment

    AT&T Workforce Manager

    • With AT&T Workforce Manager I've helped government and private organizations save money by identifying idle time in fleets, reducing data collection time in the field, and cutting on employees padding their timesheets.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 3 answers on this topic

    ServiceNow Customer Service Management

    • The negative impact for my team is the delay in team completing tickets but not a system issue.
    • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
    • Negative impact is that there is no user job aid or helpful tools for new users.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

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