We performed a comparison between Espressive Barista and SCSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"I like Expressive Barista's integration with Microsoft Teams."
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"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."
"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"
"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."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The solution offers good productivity at a low price point."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The most requested feature from our customers is the helpdesk ticketing system."
"Many more features than other comparable products."
"This product has helped our organization by allowing people to connect with each other."
"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."
"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."
"The reports provided by the solution are not customizable."
"Although they've done some work on their metrics dashboard, there is some fine-tuning to do for people that just want to go in there at a glance and see their metrics."
"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"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."
"They need more integration with open-source products."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"The user interface needs to be improved."
"Mobile application integration would be an improvement."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The price of this solution is high and it needs to be cheaper."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
Espressive Barista is ranked 9th in IT Service Management (ITSM) with 9 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. Espressive Barista is rated 8.8, while SCSM is rated 7.0. The top reviewer of Espressive Barista writes "Easily accessible from different platforms, improves efficiency, helpful and responsive support". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Amelia, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and Freshservice. See our Espressive Barista vs. SCSM report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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