Alemba Service Manager vs LiveAgent comparison

Alemba and QualityUnit are both solutions in the IT Service Management (ITSM) category. Alemba is ranked #30, while QualityUnit is ranked #41. Alemba holds a 1.0% mindshare in ISM, compared to QualityUnit’s 0.8% mindshare. Additionally, 100% of Alemba users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

Alemba Service Manager

Read 3 Alemba Service Manager reviews

506 Views
501 Comparison Views

100% willing to recommend

LiveAgent

Read 2 LiveAgent reviews

607 Views
322 Comparison Views

100% willing to recommend

Alemba Service Manager

LiveAgent

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Alemba Service Manager and LiveAgent compete in IT service management and customer support sectors. Alemba Service Manager is preferred for complex IT environments due to its comprehensive IT service management capabilities, while LiveAgent is favored in customer support for its ease of use and flexibility.

Features: Alemba Service Manager provides robust IT service management with advanced workflow automation, making it suitable for enterprises seeking comprehensive IT solutions. It offers ITIL-aligned functions tailored for organizations with complex IT needs. LiveAgent provides an integrated ticketing system, live chat, and social media management, targeting businesses focused on customer engagement. Its extensive customer support features ensure efficient and reliable service delivery.

Ease of Deployment and Customer Service: Alemba Service Manager often involves a more intricate deployment process, suitable for companies with dedicated IT teams experienced in handling complex IT infrastructures. In contrast, LiveAgent offers a straightforward deployment process with versatile setup options, providing ease and quick implementation, favored by businesses needing immediate setup without extensive IT support.

Pricing and ROI: Alemba Service Manager typically has a higher upfront setup cost, appealing to organizations with complex IT requirements seeking long-term ROI through its expansive functionalities. LiveAgent offers a more affordable pricing model, attractive for businesses with smaller budgets looking for immediate value from scalable customer service tools.

To learn more, read our detailed Alemba Service Manager vs. LiveAgent Report (Updated: December 2025).

Buyer's Guide

Alemba Service Manager vs. LiveAgent

December 2025

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Helped 881,114 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Alemba Service Manager

Ranking in IT Service Management (ITSM)

30th

Average Rating

7.4

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

No ranking in other categories

LiveAgent

Ranking in IT Service Management (ITSM)

41st

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Help Desk Software (40th), Knowledge Management Software (18th)

Mindshare comparison

As of January 2026, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 1.0%, up from 0.8% compared to the previous year. The mindshare of LiveAgent is 0.8%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
Alemba Service Manager	1.0%
LiveAgent	0.8%
Other	98.2%

IT Service Management (ITSM)

Featured Reviews

reviewer1099623

ICT Analyst at a energy/utilities company with 5,001-10,000 employees

Fulfills all IT management needs, simple setup, but could be more user-friendly

Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.

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Ogechi O.

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."

"The workflow is very good, as well as customizable."

"Incident Management is the most valuable feature of the solution."

"The most valuable feature was how the solution helped us to prioritize tasks."

"Provides service level optimization."

Cons

"The product should improve its ability to integrate with third-party tools."

"The reporting needs to be improved."

"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."

"There are other products that are more popular."

"Connection to other softwares could be improved."

Pricing and Cost Advice

"The product is much cheaper than ServiceNow."

"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."

Information not available

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Comparisons

JIRA Service Management vs Alemba Service Manager

Compared 48% of the time

BMC Helix ITSM vs Alemba Service Manager

Compared 27% of the time

ServiceNow vs Alemba Service Manager

Compared 25% of the time

More Alemba Service Manager Competitors

JIRA Service Management vs LiveAgent

Compared 34% of the time

Zendesk vs LiveAgent

Compared 21% of the time

Zoho Desk vs LiveAgent

Compared 13% of the time

Samanage vs LiveAgent

Compared 11% of the time

BMC Helix ITSM vs LiveAgent

Compared 11% of the time

More LiveAgent Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

December 2025

Download Alemba Service Manager product report

Buyer's Guide

Help Desk Software

December 2025

Download LiveAgent product report

Also Known As

vFire

No data available

Interactive Demo

Alemba

Demo not available

QualityUnit

Overview

Alemba Service Manager (ASM), is a global, ITIL-aligned ITSM tool. Certified for 18 PinkVERIFY practices including Incident Management, Problem Management, and Change Management, reducing response time through automated workflows.

Rapid Start expedites deployment with a pre-built database, and no-code process development simplifies workflow creation.

ASM offers organizational transformation by enhancing workflows, ensuring standardization, and adapting to departmental needs.

ASM fits any global business managing information. Our competitive and unique pricing model takes into account different levels of participation in organizations, offering a solution for everyone.

Alemba

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

QualityUnit

Sample Customers

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Buyer's Guide

Alemba Service Manager vs. LiveAgent

December 2025

Free Report: Alemba Service Manager vs. LiveAgent

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