LiveAgent vs SymphonyAI IT Service Management comparison

QualityUnit and SymphonyAI are both solutions in the IT Service Management (ITSM) category. QualityUnit is ranked #41, while SymphonyAI is ranked #18 with an average rating of 7.0. QualityUnit holds a 0.8% mindshare in ISM, compared to SymphonyAI’s 1.8% 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

607 Views
322 Comparison Views

100% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

1,383 Views
719 Comparison Views

100% willing to recommend

LiveAgent

SymphonyAI IT Service Manag...

Comparison Buyer's Guide

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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.

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

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Helped 881,114 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

40th

Ranking in IT Service Management (ITSM)

41st

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Knowledge Management Software (18th)

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

20th

Ranking in IT Service Management (ITSM)

18th

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (14th)

Mindshare comparison

As of January 2026, in the IT Service Management (ITSM) category, the mindshare of LiveAgent is 0.8%, up from 0.3% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.8%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
SymphonyAI IT Service Management	1.8%
LiveAgent	0.8%
Other	97.4%

IT Service Management (ITSM)

Featured Reviews

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.

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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.

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Quotes from Members

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

Pros

"The most valuable feature was how the solution helped us to prioritize tasks."

"Provides service level optimization."

"The product has the best features for ITSM."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

"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."

"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

"There are other products that are more popular."

"Connection to other softwares could be improved."

"I would like them to add software inventory in the next release. We don't have that right now."

"SummitAI IT Management Suite's project management and operational management features could be improved."

"There could be flexibility in terms of customization."

"Integration was a major limitation with SummitAI."

Pricing and Cost Advice

Information not available

"SummitAI IT Management Suite's pricing is a bit expensive."

"The product's cost is average."

"We have a regular license."

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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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881,114 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Manufacturing Company

16%

Computer Software Company

Government

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	3

Questions from the Community

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What do you like most about SummitAI IT Management Suite?

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.

See all answers

What needs improvement with SummitAI IT Management Suite?

Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...

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What is your primary use case for SummitAI IT Management Suite?

We mainly used it as a ticketing tool for our IT services. It wasn't bad, but the reporting wasn't great, which is one reason we decided to switch.

See all answers

Comparisons

JIRA Service Management vs LiveAgent

Compared 34% of the time

Zendesk vs LiveAgent

Compared 21% of the time

Zoho Desk vs LiveAgent

Compared 13% of the time

Samanage vs LiveAgent

Compared 11% of the time

BMC Helix ITSM vs LiveAgent

Compared 11% of the time

More LiveAgent Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 31% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 11% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 7% of the time

Zendesk vs SymphonyAI IT Service Management

Compared 5% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 5% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

Help Desk Software

December 2025

Download LiveAgent product report

Buyer's Guide

IT Service Management (ITSM)

December 2025

Download 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.

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