We performed a comparison between Ameyo Fusion CX and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We previously used Survey Monkey. We moved to using this solution because it offers more features. This solution offers call billing, CRM capabilities and remote support."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The versatility and customizability of the product is what I like most."
"It has the power to automatize several different tasks in the ITSM world."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"In a future release, I would like to have smart learning. There are three phone networks in the UK and we want to know which networks are being used. I would also like to have language interpretation."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"The user experience could be better."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"I would also love to see consistency across all consoles."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
Ameyo Fusion CX is ranked 28th in Help Desk Software with 1 review while BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews. Ameyo Fusion CX is rated 7.0, while BMC Helix ITSM is rated 8.0. The top reviewer of Ameyo Fusion CX writes "CRM and billing solution used in a large enterprise that offers scalability and stability". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". Ameyo Fusion CX is most compared with , whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo.
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