#1 most frequent
United States of America
47.1%74 installations of 157
What is Vivantio?
Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.
Categories & Use Cases
Media
1 / 5
Screenshot of Reporting & Analytics: Reports surface business-critical insights like overall customer sentiment and expected EoL for employee machines using dashboards, reports, Vivantio FLEXGrid or through oData
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.1
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Areas for Improvement
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.1
Who Buys & Uses Vivantio
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
37.6%59 installations of 157
#3 most frequent
Canada
3.8%6 installations of 157
Vivantio - Excellent ITSM
Use Cases and Deployment Scope
As an end user, Vivantio is an intuitive ITSM platform that makes reporting and tracking issues straightforward. The interface is clean and easy to navigate, allowing me to submit service requests or incidents quickly. I like how updates on tickets are clearly communicated, keeping me informed without needing to chase for progress.
Pros
- Incident Tracking
- Reporting
- Customisation
Cons
- System lagging
Return on Investment
- Positive - Reporting
Usability
Alternatives Considered
ServiceNow IT Service Management
Other Software Used
SugarSync, AutoEntry by Sage, monday CRM
