BMC Helix Remedyforce vs. LiveAgent

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 7.1 out of 10
N/A
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
$67.90
per user/per month
LiveAgent
Score 8.5 out of 10
Small Businesses (1-50 employees)
LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha,…
$9
per month
Pricing
BMC Helix RemedyforceLiveAgent
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
Free
$0
per month
Small
$9
per month per seat
Medium
$29
per month per seat
Large
$49
per month per seat
Enterprise
$69
per month per seat
Downloadable licence
11,950
20 agents
Offerings
Pricing Offerings
BMC Helix RemedyforceLiveAgent
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Features
BMC Helix RemedyforceLiveAgent
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
6% below category average
LiveAgent
7.8
59 Ratings
0% below category average
Organize and prioritize service tickets9.07 Ratings8.056 Ratings
Expert directory6.05 Ratings8.047 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings7.042 Ratings
ITSM collaboration and documentation8.07 Ratings6.838 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
Ticket creation and submission00 Ratings8.558 Ratings
Ticket response00 Ratings8.559 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Remedyforce
8.0
7 Ratings
3% below category average
LiveAgent
-
Ratings
Configuration mangement9.07 Ratings00 Ratings
Asset management dashboard9.05 Ratings00 Ratings
Policy and contract enforcement6.03 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix Remedyforce
9.0
7 Ratings
7% above category average
LiveAgent
-
Ratings
Change requests repository9.07 Ratings00 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
LiveAgent
10.0
52 Ratings
28% above category average
External knowledge base00 Ratings9.949 Ratings
Internal knowledge base00 Ratings10.047 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
LiveAgent
8.5
58 Ratings
11% above category average
Customer portal00 Ratings9.953 Ratings
IVR00 Ratings6.928 Ratings
Social integration00 Ratings8.150 Ratings
Email support00 Ratings7.554 Ratings
Help Desk CRM integration00 Ratings9.946 Ratings
Best Alternatives
BMC Helix RemedyforceLiveAgent
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.5 out of 10
Front
Front
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix RemedyforceLiveAgent
Likelihood to Recommend
9.0
(12 ratings)
8.0
(117 ratings)
Likelihood to Renew
7.5
(4 ratings)
9.3
(4 ratings)
Usability
-
(0 ratings)
8.0
(4 ratings)
Support Rating
8.0
(1 ratings)
9.3
(24 ratings)
Implementation Rating
7.0
(1 ratings)
9.1
(2 ratings)
User Testimonials
BMC Helix RemedyforceLiveAgent
Likelihood to Recommend
BMC Software Inc.
[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
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QualityUnit, LLC
LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.
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Pros
BMC Software Inc.
  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
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QualityUnit, LLC
  • Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
  • We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
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Cons
BMC Software Inc.
  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
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QualityUnit, LLC
  • LA doesn't provide you SMS integration.
  • You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
  • WhatsApp Integration also unavailable.
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Likelihood to Renew
BMC Software Inc.
The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
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QualityUnit, LLC
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
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Usability
BMC Software Inc.
No answers on this topic
QualityUnit, LLC
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
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Support Rating
BMC Software Inc.
They care about your success.
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QualityUnit, LLC
The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.
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Implementation Rating
BMC Software Inc.
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
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QualityUnit, LLC
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
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Alternatives Considered
BMC Software Inc.
I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
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QualityUnit, LLC
Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
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Return on Investment
BMC Software Inc.
  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
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QualityUnit, LLC
  • Less expensive than having multiple individual email accounts.
  • LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
  • Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
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ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

LiveAgent Screenshots

Screenshot of Inside of TicketsScreenshot of Chat - Support ViewScreenshot of Chat - Customer ViewScreenshot of Chat - Fully Customizable