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BMC Helix Platform vs LiveAgent comparison

 

Comparison Buyer's Guide

Executive Summary

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

BMC Helix Platform
Ranking in IT Service Management (ITSM)
23rd
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
No ranking in other categories
LiveAgent
Ranking in IT Service Management (ITSM)
43rd
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
Help Desk Software (38th), Knowledge Management Software (15th)
 

Featured Reviews

Francois Seegers - PeerSpot reviewer
An open, scalable service that increases efficiency and productivity in enterprise service management
The most valuable features of BMC Helix Platform for service delivery include Helix GPT, which uses AI and GPT within the enterprise service management space. This feature automatically classifies requests and incidents, making descriptions more descriptive by using GPT and machine learning models. It converts the initial descriptions into better-worded versions using natural language, enhancing clarity and efficiency. This is just one of many AI and machine learning features within the solution.
DL
Service level optimization is key as is the integrated email and chat functions
I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.

Quotes from Members

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

Pros

"The BMC Helix Platform is perfect."
"The most valuable features of BMC Helix Platform for service delivery include Helix GPT, which uses AI and GPT within the enterprise service management space."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
 

Cons

"To improve BMC Helix Platform, they could enhance the mobile experience."
"The cost of BMC Helix is very high, with an estimation of not less than $100,000 making it difficult for us to adopt the platform fully."
"There are other products that are more popular."
"Connection to other softwares could be improved."
 

Pricing and Cost Advice

"Regarding the cost, it's not expensive for enterprises but can be costly for small to medium-sized businesses. I recommend implementing a pricing model tailored for small to medium businesses to attract a larger customer base. Approximately, the license cost is around sixty dollars per month."
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Questions from the Community

What is your experience regarding pricing and costs for BMC Helix Platform?
Regarding the cost, it's not expensive for enterprises but can be costly for small to medium-sized businesses. I recommend implementing a pricing model tailored for small to medium businesses to at...
What is your primary use case for BMC Helix Platform?
Our clients use the BMC Helix Platform accross industries to support Enterprise Service Management and Operations Management breaking dow siloed approaches enabling ServiceOps. It's used across var...
What advice do you have for others considering BMC Helix Platform?
I would rate the AI capabilities of BMC Helix Platform an eight out of ten. The reason for this rating is that, while the technology is advanced, there's always room for improvement with new develo...
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Comparisons

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Overview

 

Sample Customers

Information Not Available
Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
Find out what your peers are saying about BMC Helix Platform vs. LiveAgent and other solutions. Updated: April 2025.
848,207 professionals have used our research since 2012.