BMC Helix ITSM vs LiveAgent comparison

BMC Helix and QualityUnit are both solutions in the Help Desk Software category. BMC Helix is ranked #9 with an average rating of 7.8, while QualityUnit is ranked #39. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

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Executive SummaryUpdated on Jun 3, 2026

BMC Helix ITSM and LiveAgent are competing in the IT service management and customer support categories. BMC Helix ITSM stands out for its extensive enterprise features, while LiveAgent is known for its user-friendly interface and integration abilities, making it ideal for various business sizes.

Features: BMC Helix ITSM provides comprehensive IT service management solutions, leveraging artificial intelligence for automated workflows, and offering extensive reporting tools suitable for large enterprises. LiveAgent presents an integrated live chat system, a versatile multi-channel support setup, and an intuitive ticketing system, thereby appealing to companies focused on efficient customer communication.

Ease of Deployment and Customer Service: BMC Helix ITSM offers flexible cloud-based deployment options, supported by comprehensive services essential for large-scale IT environments. LiveAgent is recognized for its rapid deployment capability and personalized customer service, making it preferable for less complex environments.

Pricing and ROI: BMC Helix ITSM involves substantial setup costs, justified by its robust enterprise-grade capabilities, delivering significant long-term ROI for larger organizations. LiveAgent offers a more accessible entry price, providing quick returns with a cost-effective structure, ideal for small to medium-sized businesses seeking efficient support solutions on a budget.

To learn more, read our detailed BMC Helix ITSM vs. LiveAgent Report (Updated: June 2026).

Buyer's Guide

BMC Helix ITSM vs. LiveAgent

June 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

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it_user1729971

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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Quotes from Members

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

Pros

"Support for Automation Anywhere is wonderful; I had an issue related to Chrome not working with the latest update, and they helped me extensively and even came on call to support me."

"We have a very resourceful pipeline to use AA bots in our RPA projects and we are looking to be more engaged with the AA team in deploying these bots."

"The recording feature accelerates the timeline of your implementation."

"Automation Anywhere has saved us a lot of time, money & efforts by automating our ServiceNow tickets."

"We have multiple bots running. It saves time. If manual invoice processing in SAP takes two to three hours on a daily basis, a bot can do the same job in half an hour. We are saving more than 70% of the time."

"Automation Anywhere has led to faster growth in our organization."

"It's very easy to use. It helps streamline manual processes."

"The most valuable part is that it have the integrated OCR solution within it. All the other solutions do not have the right integration of the OCR solutions. You need to go to two different places to get one solution. Whereas, in IQ Bot, there is one area where you get all these solutions together in one area. That is the most important and beautiful point that I like about IQ Bot."

More Automation Anywhere pros

"It is flexible and can be used for any type of company, whether it's finance, or transport, etc., as it uses ITIL standards, has the flexibility to integrate with other applications, and can also be customized as needed."

"The most valuable feature for our customers using BMC Helix ITSM is change management."

"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."

"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."

"Considering the cost of both solutions, Helix provides the best value for the money."

"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."

"Service Request Management was the first big win for our company."

"Helix is more lightweight than these tools; it's a traditional tool that was developed more than 10 years ago, and ease of use is the operative word."

More BMC Helix ITSM pros

"I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution."

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

"My experience with LiveAgent so far has been a seamless one."

"Provides service level optimization."

Cons

"Also, we're seemingly plagued with certain technological issues or bugs."

"The setup process is not easy compared to the competition, and this can be a barrier to entry."

"The solution doesn't offer all the capabilities that we need, so we have to use it in conjunction with other software."

"Scaling from small to medium automation works well, but if building out very big applications, sometimes the code can be too lengthy and uncontrollable."

"The analytical dashboard in the Control Room could use some improvement."

"As a developer or user, I feel that the performance of the overall package could be made a little better or reliable. For example, if I'm opening up a heavy Excel file, which is uploaded in some shared drive over the net, and I have my box coded to open that Excel to do some work or formatting on it, and depending on the network load and the size of the file, this client version while trying to access that file becomes unstable at times. It goes into the hang position until a human being comes in, ends the task, and restarts it. Until this happens, it does not respond."

"I would like to see them continue building out documentation with more video-aides."

"Many of our clients would want to see scalability in pricing, and while I could say cheaper, that's part of it."

More Automation Anywhere cons

"Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side."

"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."

"Desktop client should be an option for heavy users."

"It has created more layers of bureaucracy."

"Needs less infrastructure requirements."

"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."

"Did come across few hiccups around some product documentation not available or not very useful or not enough support available or maybe a utility not working as desired, however, these were not show stoppers and we managed to work our way around these."

More BMC Helix ITSM cons

"Connection to other softwares could be improved."

"There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot."

"There are other products that are more popular."

"I'd like to see an improved API to the system, rather than other softwares having to trigger everything."

Pricing and Cost Advice

"Licensing costs range from $50,000 to $200,000."

"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."

"Automation Anywhere is reasonably priced because it can sustain us for a long period."

"In the Indian market, I feel that for mid-size companies, such as ourselves, that having multiple bots costs a lot. If Automation Anywhere wants to expand in the Indian market, they will need to look at their pricing."

"The pricing that we received from Automation Anywhere in the beginning was very economical for us. We've seen a lot of benefit from what we spent to what we're receiving. From the beginning, it's been a very low-cost implementation for us."

"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."

"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."

More Automation Anywhere pricing and cost advice

"BMC Helix ITSM is a very cost-effective solution."

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

"It is costly, but it is well worth it."

"It is too expensive for a small business."

"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."

"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."

"There are licenses to use this solution."

"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."

More BMC Helix ITSM pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Financial Services Firm

13%

Manufacturing Company

10%

Construction Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

No data available

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is ...

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What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and s...

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What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

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Compared 18% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Helix ITSM

June 2026

Download BMC Helix ITSM product report

Buyer's Guide

Help Desk Software

May 2026

Download LiveAgent product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

No data available

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

QualityUnit

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

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

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Buyer's Guide

BMC Helix ITSM vs. LiveAgent

June 2026

Free Report: BMC Helix ITSM vs. LiveAgent

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