OpenText UFT Digital Lab vs. SnapEngage

UFT mobile works really well if/when you need physical devices under your management. Managing physical devices in any setup is an interesting undertaking due to the various considerations per device. There are really nice best practices, for example using managed USB switches like the one from Cambrionix, that can help make for a really good experience. For us, we only have 1 application at this time that has frequent updates/releases. We are able to test out these with confidence using our suite of real/on-campus devices managed and made available by the UFT Mobile product.

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It helps business grow, if your business is more reliable on marketing or if your business is in starting stage implementing SnapEngage to your website will give a kick start to your business because it helps to get close with the customers which are in need with those quick questions and responses we are getting from customers using chat agent.

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• Remote access to real devices within your organization network as compared to public devices library offering, where their is a risk of exposing pre-production builds outside the organization.
• "Factory built like" integration with HP ALM, HP Sprinter, HP UFT and HP Network Virtualization.
• Ability to mimic real world conditions in a controlled environment in the devices of your choice.
• Removed the guess work out of using emulators
• Able to extend automation to mobile testing using HP UFT.

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• Allows team members to see type in real-time before it is submitted. This enables us to gather information for responses in a more timely manner.
• We can see which of our team members are available, busy, or not-available.
• Ability to see some biographical information of chatters and to sync information with Salesforce.

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• Most of our problems are with the lengthy onboarding process with iOS devices.
• Occasionally Android devices will disconnect themselves.

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• The admin dashboard is the hardest to navigate of any tool I've ever used! THere are 7 tabs in the left-hand panel. Just within the one tab that reads "Settings" (there is a separate tab for "My Account", also Permissions?) there are 9 tabs at the top (which include names like "Agent Settings", "Integrations", "Design Studio", "Options", "Hub"), then at least another 8 tabs WITHIN those 9 tabs, giving you a total of 14 different pages of settings to search through, again, JUST in the Settings tab. What the heck?!
• Something as simple as notification settings are spread throughout the 14 different settings pages mentioned above. Rather than having one area where you can enter email addresses for notifications, I've had to search through the 14 pages and use Ctrl+F on multiple occasions to fully remove a user from all the notifications they received. This should be much simpler!

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The tool continues to meet our expectations and has shown that they are continually evolving the product with new features that benefit us. The most recent new feature was the auto-signing/packaging of iOS apps from the server to allow native interaction of features like biometrics. Prior this was a lengthy exercise.

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I give SnapEngage a 9 due to how successful our company has been while using it. Unless prices were raised by an insane amount, I don't see us using a competing service.

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I have never needed to contact them for support.

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HP Mobile Center stacks well against solutions like Mobile Labs Device Connect, Perfecto Mobile and Device Anywhere. Its native integration with HP ALM and HP UFT makes it a clear choice for team already using those solutions. HP Mobile Center also provides extension to Amazon Device Library.

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We actually demo'ed LiveChat and LivePerson and besides SnapEngage having a better UI and ease of use, the support from their team was worlds and away above the rest. They let us run an extended demo, gave us constant support, and made sure we felt comfortable before we went live with the system.

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Independently Invited by TrustRadius

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• Efficient use of the devices. Reduced the idle time.
• Better control over access and user management. Testing within our controlled environments.
• Better control of device matrix.
• Faster testing cycles. Early design bugs to development teams. Real devices means, less guess work.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• It has allowed us to provide more service with a much smaller team than our phone team.
• It provides us with data helpful to not only ourselves, but our marketing team as well.
• It's customizable so it allows us to create and update our platforms immediately when needed.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info