BMC Helix Enterprise Service Management vs LiveAgent comparison

BMC and QualityUnit are both solutions in the IT Service Management (ITSM) category. BMC is ranked #24 with an average rating of 7.0, while QualityUnit is ranked #48. Additionally, 100% of BMC users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

BMC Helix Enterprise Servic...

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100% willing to recommend

LiveAgent

Read 2 LiveAgent reviews

273 Views
137 Comparison Views

100% willing to recommend

BMC Helix Enterprise Servic...

LiveAgent

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Executive SummaryUpdated on Jun 15, 2025

LiveAgent and BMC Helix Enterprise Service Management are competitors in the customer service and IT service management sectors. BMC Helix appears to have the upper hand due to its comprehensive feature set, providing more robust capabilities worth the higher investment.

Features: LiveAgent provides an omnichannel help desk, ticketing, and live chat that supports real-time interaction with customers. BMC Helix specializes in AI-driven automation, IT service management, and facilitating multi-cloud business workflows. LiveAgent emphasizes real-time customer engagement, while BMC Helix offers a broad scope of IT management solutions.

Ease of Deployment and Customer Service: LiveAgent is cloud-based, making setup and integration straightforward for existing tools. BMC Helix, while requiring a more complex deployment process, offers extensive support to assist with implementation, especially suited for larger enterprises.

Pricing and ROI: LiveAgent presents a competitive pricing model ideal for small to mid-sized businesses, offering a clear ROI. BMC Helix requires a higher initial investment, validated by its extensive features that enhance enterprise processes, providing transformative ROI depending on the organization's budget versus the desired IT service capabilities.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2025).

Buyer's Guide

IT Service Management (ITSM)

June 2025

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Helped 862,543 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

BMC Helix Enterprise Servic...

Ranking in IT Service Management (ITSM)

24th

Average Rating

7.0

Reviews Sentiment

4.8

Number of Reviews

Ranking in other categories

No ranking in other categories

LiveAgent

Ranking in IT Service Management (ITSM)

48th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Help Desk Software (36th), Knowledge Management Software (24th)

Featured Reviews

Krishna Varchagall

Service Management Consultant at Tiberone

Utilize comprehensive IT service modules while addressing configuration database issues

There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs). In BMC Helix, there are issues with the Configuration Management ( /categories/configuration-management ) Database (CMDB ( /categories/configuration-management-databases )), such as duplicate entries and problems with reconciliation. The recently introduced dashboard tool in Helix, which replaced Smart Reporting ( /categories/reporting ), has several issues. Reporting ( /categories/reporting ) has been a consistent problem in BMC, and it would greatly benefit from enhancements.

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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

"The support of BMC is generally good and better compared to some competitors."

"Provides service level optimization."

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

Cons

"There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs)."

"Connection to other softwares could be improved."

"There are other products that are more popular."

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Questions from the Community

What is your experience regarding pricing and costs for BMC Helix Enterprise Service Management?

While I am not very sure about the pricing, I have heard that the license cost of BMC is relatively lower than its competitors.

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What needs improvement with BMC Helix Enterprise Service Management?

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What is your primary use case for BMC Helix Enterprise Service Management?

I use BMC Helix Enterprise Service Management ( /products/bmc-helix-enterprise-service-management-reviews ) primarily for IT service management. It supports modules like incident management, change...

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Comparisons

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Zoho Desk vs LiveAgent

Compared 52% of the time

Zendesk vs LiveAgent

Compared 48% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

June 2025

BMC Helix Enterprise Service Management report

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Help Desk Software

June 2025

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Overview

BMC Helix Enterprise Service Management is a comprehensive platform designed to deliver advanced service management capabilities, enabling businesses to transform their operations with intelligent automation and robust integration features.

Companies looking to streamline their service processes will find BMC Helix Enterprise Service Management an invaluable tool. It offers innovative solutions to common challenges with capabilities that span multiple domains. The system fosters efficiency through AI-driven insights and integrates smoothly into existing IT environments, enhancing service delivery and customer satisfaction. This powerful combination of tools supports a proactive approach to service management, helping organizations to remain agile and responsive in a fast-paced business environment.

What are the standout features of BMC Helix Enterprise Service Management?

AI-Powered Automation: Enhances process efficiency and reduces manual intervention.
Multi-Cloud Management: Provides seamless integration and management across cloud platforms.
Service Catalog: Offers a comprehensive catalog to streamline service requests.
Intuitive Reporting: Delivers actionable insights through advanced analytics.
Collaboration Tools: Facilitates easier communication among teams.

What benefits and ROI should users expect?

Cost Efficiency: Reduces operational costs through automation and efficient resource management.
Improved Productivity: Enhances user productivity by automating repetitive tasks.
Faster Service Delivery: Increases speed and quality of service delivery.
Enhanced Customer Satisfaction: Delivers better customer experiences through streamlined processes.
Scalability: Supports growth with adaptable solutions.

BMC Helix Enterprise Service Management is implemented across industries such as finance, healthcare, and retail. In finance, it enhances regulatory compliance and security. Healthcare organizations use it to improve patient service management, while retail companies benefit from streamlined logistics and inventory management.

BMC

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

QualityUnit

Sample Customers

Information Not Available

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

Buyer's Guide

IT Service Management (ITSM)

June 2025

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