AT&T Workforce Manager vs ServiceNow Customer Service Management

Likelihood to Recommend

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

Project Coordinator

US Alert SecuritySecurity & Investigations, 11-50 employees

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As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.

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Verified User

Account Manager in Sales

Computer Software Company, 10,001+ employees

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Feature Rating Comparison

AT&T Workforce Manager

ServiceNow Customer Service Management

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

AT&T Workforce Manager

ServiceNow Customer Service Management

External knowledge base

Internal knowledge base

AT&T Workforce Manager

ServiceNow Customer Service Management

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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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Verified User

Professional in Customer Service

Wireless Company, 51-200 employees

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Best in class workflow - end to end.
Best in class user interface - across entities: clients, employees, workflow developers.
AI engine support to find the logical correlation between the events and proactive measures to address them.

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Verified User

Manager in Product Management

Oil & Energy Company, 10,001+ employees

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Cons

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

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Tammy Gutierrez

Project Coordinator

US Alert SecuritySecurity & Investigations, 11-50 employees

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Need a aid on how to use the system.
Functionality to scroll down should not be too sensitive.
Adding user helpful tools to help navigate.

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Verified User

Supervisor in Corporate

Banking Company, 1001-5000 employees

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Usability

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

Project Coordinator

US Alert SecuritySecurity & Investigations, 11-50 employees

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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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Verified User

Manager in Information Technology

Information Technology & Services Company, 10,001+ employees

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Support Rating

AT&T Workforce Manager 9.6

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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Verified User

Professional in Customer Service

Wireless Company, 51-200 employees

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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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Verified User

Manager in Information Technology

Information Technology & Services Company, 10,001+ employees

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Alternatives Considered

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

Project Coordinator

US Alert SecuritySecurity & Investigations, 11-50 employees

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ServiceNow has a lot of easy options and easy tracking methods which will help [it] to stay a standout when compared to other tools. It has its own taste in it which is loved by millions.It's a top notch tool and I use it every day to maintain a track of my tickets with the users.

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Verified User

Professional in Information Technology

Information Technology & Services Company, 10,001+ employees

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Return on Investment

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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Verified User

Professional in Customer Service

Wireless Company, 51-200 employees

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Return on investment for resource allocation
Increased communication across various teams
If there isn't proper routing set up this can cause a lot of headaches so ensure you have it mapped out properly

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Verified User

Account Manager in Sales

Computer Software Company, 10,001+ employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

AT&T Workforce Manager

ServiceNow Customer Service Management

AT&T Workforce Manager

ServiceNow Customer Service Management

AT&T Workforce Manager

ServiceNow Customer Service Management

Likelihood to Recommend