OpenText Service Management SMAX and Ivanti Voice compete in the service management domain. Ivanti Voice has a competitive advantage due to its strong integration capabilities and advanced features, making it appealing for organizations prioritizing sophisticated functionalities.
Features:SMAX is noted for its modular design, process automation, and AI-driven analytics. Ivanti Voice excels with seamless telephony integration, advanced call handling capabilities, and customizable options.
Ease of Deployment and Customer Service:SMAX benefits from a cloud-based deployment model supporting scalability and has dedicated support channels for simplified implementation. Ivanti Voice offers flexibility with both on-premise and cloud deployment and is praised for responsive customer service and implementation support, favoring enterprises seeking tailored deployment assistance.
Pricing and ROI:SMAX has a reasonable setup cost promising long-term ROI through efficient resource management tools. Ivanti Voice, despite a higher initial investment, offers expected greater ROI over time with enhanced communication efficiency and operational improvements, providing substantial long-term value for organizations focused on communication system optimization.
| Product | Market Share (%) |
|---|---|
| OpenText Service Management (SMAX) | 2.3% |
| Ivanti Voice | 0.5% |
| Other | 97.2% |
| Company Size | Count |
|---|---|
| Small Business | 3 |
| Midsize Enterprise | 2 |
| 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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