Vivantio

Score8.2 out of 10

2 Reviews and Ratings

What is Vivantio?

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Categories & Use Cases

Media

Screenshot of Reporting & Analytics: Reports surface business-critical insights like overall customer sentiment and expected EoL for employee machines using dashboards, reports, Vivantio FLEXGrid or through oData

Screenshot of Knowledge Base: For internal private articles to aid service delivery team, or public articles to help customers

Screenshot of Integrated AI: Generates AI feedback from across the knowledge base, analyzes customer sentiment, or helps write detailed feedback to customers

Screenshot of Queues: For managing incidents, problems, service requests, change management, and more in customized interfaces based on ticket type or team, ensuring the most important information is always at agents’ fingertips

Screenshot of Ticketing: For unlimited ticket types that can be used by teams, each with a dedicated configuration (categories, priorities, custom forms, and fields)

1 / 5

Screenshot of Reporting & Analytics: Reports surface business-critical insights like overall customer sentiment and expected EoL for employee machines using dashboards, reports, Vivantio FLEXGrid or through oData

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9

Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8.2
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.2

Ashlea Wilson

Service Desk Manager in Information Technology at Pure Audio Visual (51-200 employees employees)

Use Cases and Deployment Scope

As an end user, Vivantio is an intuitive ITSM platform that makes reporting and tracking issues straightforward. The interface is clean and easy to navigate, allowing me to submit service requests or incidents quickly. I like how updates on tickets are clearly communicated, keeping me informed without needing to chase for progress.

Pros

Incident Tracking
Reporting
Customisation

Cons

System lagging

Return on Investment

Positive - Reporting

Usability

Alternatives Considered

ServiceNow IT Service Management

Other Software Used

SugarSync, AutoEntry by Sage, monday CRM

Vivantio

What is Vivantio?

Categories & Use Cases

Media

Key Features

Top Performing Features

Organize and prioritize service tickets

Subscription-based notifications

Ticket creation and submission

Areas for Improvement

Social integration

Email support

IVR

Reviews

Vivantio - Excellent ITSM

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Vivantio

What is Vivantio?

Categories & Use Cases

Media

Key Features

Top Performing Features

Organize and prioritize service tickets

Subscription-based notifications

Ticket creation and submission

Areas for Improvement

Social integration

Email support

IVR

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

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