We performed a comparison between Espressive Barista and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable feature is its scalability."
"I like Expressive Barista's integration with Microsoft Teams."
"The solution is available to support us instantly as required."
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"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."
"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."
"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."
"Service Manager does what it should, but it's quite outdated."
"Its flexibility and ease of customization are its most valuable features."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Service Manager's best features are flexibility and customizability."
"It can adapt to any process in the organization."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"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."
"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."
"The knowledge management could definitely be improved."
"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"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."
"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"The reports provided by the solution are not customizable."
"I would like to see the continued expansion of all of the automation capabilities."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"The solution does not interface well with other products and is difficult to implement."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"I don't see anything lacking."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
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Espressive Barista is ranked 12th in Help Desk Software with 9 reviews while OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews. Espressive Barista is rated 8.8, while OpenText Service Manager [EOL] is rated 7.2. 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 OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Aisera AI Customer Service, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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