Try our new research platform with insights from 80,000+ expert users

LiveAgent vs SymphonyAI IT Service Management comparison

QualityUnit and SymphonyAI are both solutions in the IT Service Management (ITSM) category. QualityUnit is ranked #40, while SymphonyAI is ranked #24. QualityUnit holds a 0.9% mindshare in ISM, compared to SymphonyAI’s 1.7% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.
LiveAgent
Read 2 LiveAgent reviews
  • 772 Views
  • 409 Comparison Views
100% willing to recommend
SymphonyAI IT Service Manag...
Read 5 SymphonyAI IT Service Management reviews
  • 1,526 Views
  • 824 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

Download the report
Executive SummaryUpdated on Nov 3, 2024

SymphonyAI IT Service Management and LiveAgent compete in the IT service domain. LiveAgent has the upper hand due to its robust feature set and superior value despite SymphonyAI's strengths in pricing and customer support.

Features: SymphonyAI IT Service Management integrates AI-driven analytics, streamlined workflow automation, and provides a centralized IT management solution. LiveAgent includes a comprehensive ticketing system, multi-channel support integration, and extensive collaboration tools.

Ease of Deployment and Customer Service: SymphonyAI IT Service Management offers cloud-based and on-premise deployment options and reliable support services. LiveAgent provides a straightforward cloud-based deployment model with strong technical assistance.

Pricing and ROI: SymphonyAI IT Service Management offers competitive pricing with potentially lower upfront costs. LiveAgent presents a straightforward pricing model with flexible subscription options and a strong ROI proposition.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed LiveAgent vs. SymphonyAI IT Service Management Report (Updated: January 2026).
Buyer's Guide
LiveAgent vs. SymphonyAI IT Service Management
January 2026
Download the complete report
Helped 881,757 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

LiveAgent
Ranking in Help Desk Software
39th
Ranking in IT Service Management (ITSM)
40th
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
Knowledge Management Software (16th)
SymphonyAI IT Service Manag...
Ranking in Help Desk Software
26th
Ranking in IT Service Management (ITSM)
24th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
5
Ranking in other categories
IT Asset Management (15th)
 

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of LiveAgent is 0.9%, up from 0.2% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.7%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
SymphonyAI IT Service Management1.7%
LiveAgent0.9%
Other97.4%
IT Service Management (ITSM)
 

Featured Reviews

OO
Ogechi O.
Assistant customer support manager
Prioritizes tasks and easily organizes messages and responses
I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.
Read full review
Abhishek Bhosle - PeerSpot reviewer
Abhishek Bhosle
IT Specialist at Tata AIA
Good ticketing tool but limitations with integration
We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"The product has the best features for ITSM."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
 

Cons

"Connection to other softwares could be improved."
"There are other products that are more popular."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"I would like them to add software inventory in the next release. We don't have that right now."
 

Pricing and Cost Advice

Information not available
"We have a regular license."
"SummitAI IT Management Suite's pricing is a bit expensive."
"The product's cost is average."
report
See which vendors are best for you
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
See recommendations
881,757 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Manufacturing Company
15%
Government
8%
Computer Software Company
8%
Performing Arts
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise6
Large Enterprise3
 

Comparisons

JIRA Service Management vs LiveAgent Logo
JIRA Service Management vs LiveAgent
Compared 28% of the time
Zendesk vs LiveAgent Logo
Zendesk vs LiveAgent
Compared 19% of the time
Zoho Desk vs LiveAgent Logo
Zoho Desk vs LiveAgent
Compared 13% of the time
Samanage vs LiveAgent Logo
Samanage vs LiveAgent
Compared 10% of the time
BMC Helix ITSM vs LiveAgent Logo
BMC Helix ITSM vs LiveAgent
Compared 10% of the time
More LiveAgent Competitors
ServiceNow vs SymphonyAI IT Service Management Logo
ServiceNow vs SymphonyAI IT Service Management
Compared 28% of the time
Vision Helpdesk vs SymphonyAI IT Service Management Logo
Vision Helpdesk vs SymphonyAI IT Service Management
Compared 11% of the time
Scalable Software Asset Vision vs SymphonyAI IT Service Management Logo
Scalable Software Asset Vision vs SymphonyAI IT Service Management
Compared 7% of the time
Zendesk vs SymphonyAI IT Service Management Logo
Zendesk vs SymphonyAI IT Service Management
Compared 5% of the time
RF Code CenterScape vs SymphonyAI IT Service Management Logo
RF Code CenterScape vs SymphonyAI IT Service Management
Compared 5% of the time
More SymphonyAI IT Service Management Competitors
 

Product Reports

Buyer's Guide
Help Desk Software
January 2026
LiveAgent reportDownload LiveAgent product report
Buyer's Guide
IT Service Management (ITSM)
January 2026
SymphonyAI IT Service Management reportDownload SymphonyAI IT Service Management product report
 

Also Known As

No data available
Summus IT Management Suite
 

Overview

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?
  • AI Chatbot: Automates interactions, improves response times, reduces workloads.
  • FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
  • AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.
What benefits should users consider?
  • Improved Efficiency: Streamlines operations, reduces agent workload.
  • Increased Satisfaction: Quick, personalized responses enhance customer experience.
  • Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

QualityUnit

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI
 

Sample Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
Buyer's Guide
LiveAgent vs. SymphonyAI IT Service Management
January 2026
Free Report: LiveAgent vs. SymphonyAI IT Service Management
Find out what your peers are saying about LiveAgent vs. SymphonyAI IT Service Management and other solutions. Updated: January 2026.
DOWNLOAD NOW
881,757 professionals have used our research since 2012.
See our LiveAgent vs. SymphonyAI IT Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.