We performed a comparison between Espressive Barista and ManageEngine SupportCenter Plus 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."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."
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"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"
"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 solution is available to support us instantly as required."
"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."
"Its ability to recognize phrases has gotten smarter over time."
"I like Expressive Barista's integration with Microsoft Teams."
"The product is very scalable and stable when used as a help desk once it is built out."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"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."
"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."
"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."
"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"The knowledge management could definitely be improved."
"I would like to see the continued expansion of all of the automation capabilities."
"The reports provided by the solution are not customizable."
"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"The business model for the company is to sell low and charge for customization, education or expertise."
"I would like to see some kind of project management or portfolio management in a future version."
"There is no cloud-based version and it would be helpful if it were available."
"The product is very difficult to use and configure and requires specialists."
"The tech support is terrible and that seems to be a part of their business plan."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
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Espressive Barista is ranked 12th in Help Desk Software with 9 reviews while ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software. Espressive Barista is rated 8.8, while ManageEngine SupportCenter Plus is rated 7.8. The top reviewer of Espressive Barista writes "Great chat integration and phrase recognition with excellent natural language processing". On the other hand, the top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Aisera AI Customer Service, whereas ManageEngine SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus and Zoho Desk. See our Espressive Barista vs. ManageEngine SupportCenter Plus report.
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