OpenText Service Management and Ivanti Voice compete in the fields of IT service management and voice communication. OpenText may have the upper hand in functionality and ease of use, whereas Ivanti Voice shines in enhancing customer engagement through effective voice solutions.
Features: OpenText SMAX focuses on advanced automation, a comprehensive service catalog, and efficient problem resolution. Ivanti Voice highlights robust integration options, advanced call routing, and enhanced communication features. SMAX's approach is centered around improving service management efficiency, while Ivanti emphasizes improved communication and customer interaction.
Ease of Deployment and Customer Service: OpenText SMAX is known for minimal deployment hurdles, smooth integration with existing systems, and efficient customer service. Ivanti Voice, while streamlined, focuses on seamless voice functionality integration and could benefit from enhanced customer support. SMAX stands out for its agility in deployment and responsiveness, compared to Ivanti's emphasis on voice management capabilities.
Pricing and ROI: OpenText SMAX offers favorable pricing relative to its benefits and ROI due to its comprehensive functionalities. Ivanti Voice may have higher initial setup costs, but its ROI is justified by its advanced voice features that boost productivity. SMAX emphasizes value through broader service management, while Ivanti justifies costs with specialized voice communication enhancements.
| Product | Market Share (%) |
|---|---|
| OpenText Service Management (SMAX) | 2.4% |
| Ivanti Voice | 0.3% |
| Other | 97.3% |
| Company Size | Count |
|---|---|
| Small Business | 3 |
| Midsize Enterprise | 1 |
| Large Enterprise | 3 |
Ivanti Voice Automation integrates existing phone infrastructure with the IT service desk environment for intelligent call routing, integrated voice response, voice self-service, screen pops, and call management functionality.
Empower your IT service team with voice automation to improve customer satisfaction with increased first call resolution rates and better call handling.
OpenText Service Management Automation X delivers efficient service management automation with user-friendly configurability across IT, IoT, HR, and finance sectors. It enhances business processes through integrated incident management and natural language processing with virtual chatbots.
OpenText SMAX blends user-friendly design with broad language support and robust storage. It enables organizations to deploy in both on-premise and cloud environments using Kubernetes. SMAX excels in business process improvement, incident management, and uses intelligent agents for autonomous alerts and issue resolution. However, it requires enhancements in integration capabilities and documentation, third-party product connectivity, and contract management. Users face challenges with process automation and search functionality, demanding greater customization and flexibility.
What are the key features of OpenText SMAX?Banks and telecom companies primarily employ OpenText SMAX for service management automation, leveraging its ESM and ITSM capabilities. Deployed on-premise and via cloud, organizations in regions such as Saudi Arabia focus on integrations and upgrades, using SMAX as an end-user portal for incident management.
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