BrightGauge vs. eMite

I think this tool is an absolute have to have for MSPs, especially those using ConnectWise PSA for a ticketing system. From internal KPIs to showing customer's the value of your Managed Service, you will need this tool. 9/10 because the need for longer data sets is growing for my team. Trend lines over time are a big push industry wide to show improvements in our customers over the time as our MSP customer. Presently my team has to use CW PSA's Report Writer and that tool is the least user friendly we've encountered. Looking forward to the evolution of BrightGauge for our business

Incentivized

eMite is well suited for small to mid scale companies. Their goal has been to aggregate data from every source and provide personalized views for both business and IT, with a presentation layer that is truly end user oriented, since the beginning. With my experience, I strongly believe that it is not very well suited for large companies.

Incentivized

• Robust and flexible kinds of dashboards and gauges
• Great customer support that often leaves custom video recordings answering your question, showing you how to do what you're asking
• Good ability to tie into critical data sources for our company's operations

Incentivized

• Achieving granular level analytics be it for a Queue, Agent or Omnichannel Interactions.
• Data Visualization with simple and efficient reports.
• Robust real-time reporting.

Incentivized

• Modifying data sets to bring in custom fields requires an experienced SQL engineer
• Cost when bringing in lots of data sources can be prohibitive
• Limited ability to format gauges and reports
• Make MFA a requirement - this data is sensitive and giving the admin the ability to force MFA is a MUST!

Incentivized

• With so much data in one dashboard, sometimes it can be overwhelming to miss out on what you were look at in first place.
• Wish this solution had some alerting system. For example, a beep sent out from eMite when a call hits the queue.
• Interactive Data Visualization needs to be implemented.

Incentivized

Usability is BrightGauge's strength. Granting the ability of virtually any user to be able to create a dashboard is incredibly valuable. If an organization very simple and straight forward reporting needs then BrightGauge is a perfect fit for them. Connecting to the dataset we used was very quick and easy and I imagine it would be the same for any major data source you would like to pull from.

Incentivized

1. Creates the best user experience across different medias. 2. Pushes the contact center reporting to a new level. 3. eMite comes with regular KPIs out of the box, but it also allows users to fully configure their KPIs based on their specific data and requirements. 4. Browser based solution that can provide actionable insights for making complex business decisions.

Incentivized

We did not need to use BrightGauge's support for the entire time that we used it. Best support is always the one that isn't needed because nothing breaks.

Incentivized

Support for eMite so has far has been excellent. Most of the tickets are resolved the same day. I have always seen their SLAs staying intact even for a complex situations let alone bugs that are raised to development teams. So, I never had any bad day with eMite support. They were always on dot.

Incentivized

We looked very briefly at Solar Winds, but due to Connectwise the reporting was not very accurate and was conflicted.

Incentivized

eMite cuts down all the manual part[s] of getting the data and organizing [it]. This happens in the abstract layer that keeps the user in the no worry one. eMite becomes part of the solution itself rather an external application that receives data from the solution. KPI and some other complex calculations are taken care of by this wonderful analytics tool.

Incentivized

• Faster compilation of Business Review material
• For larger customers, the dashboarding has helped our customers to remain sticky and add services/revenue to our MSP. They want to add more fragments of their IT for the 1 pane rollup.
• From a leadership perspective, BG has allowed me to make difficult staffing decisions with confidence. Detailed metric driven decisions on who is hitting KPIs/who isn't - as well as when data proved we were overstaffed and understaffed.

Incentivized

• Reaching out to the granular data.
• Easy to make business decisions.
• Increases productivity.

Incentivized