Ameyo Fusion CX vs IBM SmartCloud Control Desk comparison

Ameyo and IBM are both solutions in the Help Desk Software category. Ameyo is ranked #40, while IBM is ranked #27. Ameyo holds a 0.5% mindshare in HDS, compared to IBM’s 0.8% mindshare. Additionally, 100% of Ameyo users are willing to recommend the solution, compared to 88% of IBM users who would recommend it.

Ameyo Fusion CX

Read 1 Ameyo Fusion CX review

130 Views
92 Comparison Views

100% willing to recommend

IBM SmartCloud Control Desk

Read 9 IBM SmartCloud Control Desk reviews

387 Views
191 Comparison Views

88% willing to recommend

Ameyo Fusion CX

IBM SmartCloud Control Desk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Ameyo Fusion CX and IBM SmartCloud Control Desk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: April 2025).

Buyer's Guide

Help Desk Software

April 2025

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Helped 851,471 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

Ameyo Fusion CX

Ranking in Help Desk Software

40th

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

IBM SmartCloud Control Desk

Ranking in Help Desk Software

27th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of Ameyo Fusion CX is 0.5%, up from 0.2% compared to the previous year. The mindshare of IBM SmartCloud Control Desk is 0.8%, up from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Alfred Watts

Head Of Information Technology at a government with 201-500 employees

CRM and billing solution used in a large enterprise that offers scalability and stability

I would advise others to consider budget when looking at this solution. If you're a small company of less than 500 employees, it is an expensive investment. It is more suited to large enterprises. I would rate this solution a seven out of ten due to scalability, price and support.

Read full review

Jose Pedro Muñoz

Director of operations at Vetasi

Helps standardize our workflow, track client tickets, and it's very flexible

Initially we used HPE Service Desk. Then, Remedy (IBM SmartCloud Control Desk) version 5. When selecting a vendor, the most important thing for us is the flexibility of the tool. It must be very flexible to change the workflow or to add new workflows for the clients. It must have stability and scalability as well.

Read full review

Quotes from Members

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

Pros

"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."

"SLA integrations, reports, and integration with other applications are the most valuable."

"The solution has been stable."

"The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that."

"What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them."

"The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us."

"The solution is very easy to work with."

"A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date."

"The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one."

More IBM SmartCloud Control Desk pros

Cons

"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."

"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."

"It could use more facility or flexibility for reporting, and business intelligence in the tool."

"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user."

"The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."

"The solution lacks a graphical user interface."

"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."

"The reporting in relation to updating could be improved upon."

"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."

More IBM SmartCloud Control Desk cons

Pricing and Cost Advice

"This solution costs our business $3,000 per year."

"The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a yearly license. There's no additional cost. It's just the license that you need to pay for to use IBM SmartCloud Control Desk."

"It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."

"The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."

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Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Comparisons

ProProfs Help Desk vs Ameyo Fusion CX

Compared 100% of the time

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ServiceNow vs IBM SmartCloud Control Desk

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Product Reports

Buyer's Guide

Help Desk Software

April 2025

Download Ameyo Fusion CX product report

Buyer's Guide

IBM SmartCloud Control Desk

May 2025

Download IBM SmartCloud Control Desk product report

Also Known As

No data available

SmartCloud Control Desk

Overview

Ameyo is a customer experience platform that helps enterprises of all sizes to connect, serve and support their customers. It is a powerful and highly flexible one-stop solution for all your contact center needs that lets the businesses have personalized interaction with every customer across multiple channels, thereby driving customer engagement.

Designed on latest and robust technology, Ameyo delivers customer engagement solutions which help businesses to improve productivity and profitability and meet their overall goals of customer acquisition & retention, repeat sales and requisitioning and business process automation.

Ameyo has a long-standing history of excellence with years of proven industry experience in the very challenging and fast-paced Customer Experience Management domain. We came in 2003, built a complete Contact Center Suite in 2004, launched Ameyo PACE and Ameyo on Cloud in 2010. Within a span of five to six years, we launched the ultimate Omni-channel and Customer Experience solution in the form of Ameyo Omni and Fusion CX respectively. With over 2000+ customers in across various verticals such as Banking, BPO, E-commerce, Financial Services, Telecom, Travel & Tourism, Healthcare, and Retail, this is just the beginning of our journey to be the most innovative and customer-centric global Contact Center transformers.

Ameyo

IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.

IBM

Sample Customers

Bank Bazaar

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: April 2025.

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