We performed a comparison between BMC Helix ITSM and Espressive Barista based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The most valuable features are the simplicity and the in-duty features."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"I like the single sign-on and that administrators can customize."
"The solution is available to support us instantly as required."
"We have the ability to alter phrases, create new phrases, or enhance phrases, or change paths. From the dashboard, we are able to get a lot of information we need about what people are asking, where they are dropping off from conversations, and where they do not get the information they need."
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"With respect to its natural language processing capabilities, it recognizes things that you wouldn't think it would recognize. Even in cases where it doesn't, it's pretty easy to go in and make the adjustments that are needed."
"When it comes to neutral language processing and conversational AI, it's very good, very solid... We all have different ways of speaking or writing in English and the application does a very solid job of recognizing what's being asked regardless of how it's being asked."
"Our developers have used the Barista Control Center to extend the platform by adding content, and they've found it fairly easy to do and manage"
"Its ability to recognize phrases has gotten smarter over time."
"The most valuable feature is its scalability."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The amount of software issues are still too big, even considering the complexity of the tool."
"They should add some of the bolt-ons into the initial setup, such as chat."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"My only comment would be if they wanted to use this as an IT service management tool, maybe they could think about Barista making tickets and having change management and problem management capabilities."
"I would like to see the continued expansion of all of the automation capabilities."
"The knowledge management could definitely be improved."
"What would make things easier is more detail, out of the box, about what is helping out of the box. We're struggling a little bit to get that data. We want more information about what Barista has brought in that the employees are using, out of the box. We want more visibility into the things that we ourselves haven't done the interaction for."
"Expressive Barista could improve by adding native integration with WhatsApp, one of the top communication channels in South Africa. When we're trying to sell Barista to customers, we have to tell them that the solution doesn't have out-of-the-box support for WhatsApp. We can develop it, but then we need to have a conversation about how much that will cost."
"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"The reports provided by the solution are not customizable."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Espressive Barista is ranked 12th in Help Desk Software with 9 reviews. BMC Helix ITSM is rated 8.0, while Espressive Barista is rated 8.8. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Espressive Barista writes "Great chat integration and phrase recognition with excellent natural language processing". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Aisera AI Customer Service. See our BMC Helix ITSM vs. Espressive Barista report.
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