Overview: LiveAgent and BMC Helix ITSM as Help Desk Category solutions.

LiveAgent and BMC Helix ITSM are both helpdesk solutions catering to different operational needs. LiveAgent excels in supporting multiple communication channels and large enterprise environments, making it suitable for organizations prioritizing customer engagement and relationship building. BMC Helix ITSM focuses on workflow management and improving efficiency, serving well in structured environments like IT services and telecommunications. Its support and integration provide a suitable fit for small to mid-market segments.

LiveAgent: LiveAgent offers simple customer support software for teams. Great customer service is achieved with better help desk tools, and setup takes just 5 minutes.

BMC Helix ITSM: BMC Helix ITSM delivers predictive IT service management for modern enterprises. Enhanced efficiency and proactive problem-solving are provided by BMC Software's solution.

LiveAgent and BMC Helix ITSM: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

LiveAgent supports helpdesk management, communication management, and engagement management, with strong capabilities in call recording and customer feedback management. read more →

BMC Helix ITSM facilitates helpdesk management, workflow management, and communication management, suitable for structured workflows and social media analytics. read more →

Business Goals

LiveAgent is aimed at enhancing customer relationships, acquiring customers, and increasing sales & revenue. read more →

BMC Helix ITSM helps scale best practices and improve efficiency, focusing on enhancing customer relationships and improving stakeholder relations. read more →

Core Features

LiveAgent offers robust integration, custom reports, and ease of data import, supporting comprehensive analytics and security features. read more →

BMC Helix ITSM prioritizes compliance, integration and security, with features supporting custom reports and data import for operational efficiency. read more →

Vendor Support

LiveAgent provides 24/7 support with extensive chat, email, and phone support options. read more →

BMC Helix ITSM offers around-the-clock support through email, chat, and phone, although it emphasizes efficient resource usage. read more →

Segments and Industries

Large enterprises and information technology services predominantly use LiveAgent, reflecting its applicability in scalable environments. read more →

BMC Helix ITSM caters mainly to small to mid-market segments, with a focus on telecommunications and education industries. read more →

Operational Alignment

LiveAgent fits well in environments requiring extensive communication and customer interaction, ideal for large operational scales. read more →

BMC Helix ITSM aligns with operations that need structured workflow management, particularly beneficial for IT services. read more →