Agiloft Software


Agiloft is a configurable platform that includes integrated applications for help desk, customer service, web self-service, knowledge management and contract management. It offers the ability to customize different aspects of the system, including custom workflows, business rules, teams, tables, fields and relationships, and user access permissions.

Agiloft offers a contract management solution that helps users to create, manage and store all sorts of documents and business contracts. It's customer support and helpdesk solution allows businesses to interact with customers and provide timely support to customer's queries. The workflow and project management feature allows team members to design custom workflows, communicate and collaborate on tasks and monitor project execution.

Customers can choose cloud-based or on-premise deployment. Agiloft integrates with many commonly used business applications and a full set of APIs facilitates integration with other systems. Legacy systems can be imported into the system while maintaining existing processes and data.

Support manager homepage
Support manager homepage
Support manager homepage
My support cases
My support cases
Case view
Case view
Sample chart
Sample chart
Complex search capabilities
Complex search capabilities
Graphical workflow editor
Graphical workflow editor

Supported Operating System(s):

Web browser (OS agnostic), Windows 8



26 Reviews of Agiloft

Overall rating

5.0 / 5 stars

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Showing 1 - 20 of 26 reviews

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Yvonne from West Texas A&M University

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

August 2018

Works, but a little difficult

Pros

I like that I can track my work or look up how other’s solved an issue previously. I also like that this saves all of my service requests in it, thus I don’t have to bog down my limited email space.

Cons

I don’t like that set up is so difficult. If you don’t know Boolean searching it is difficult to set up a good preview view. Also, I hate that I can’t loop in other email recipents. For example, if there is a service request that affects 2 or more users, I can’t enter more than one email address. I end up having to send an extra email outside of it which takes up more time when the number of requests are already high and time consuming.

Matt from GTS LLC

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

The best event mgmnt enterprise software on the market!

We are keeping track of the details and who provides the solution. our productivity has increased 3 hundred fold the first 1.5 years.

Pros

Customization and entry cost.
The way it helps us keep track of events. Tasks and projects and the surrounding data associated with the events.

Cons

We needed help making the customization. the support docs for this function were hard to understand and make work. The support staff at Agiloft really helped us past this step.

Blake from Prime Shine Inc.

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

February 2018

We use it for Contract Management, and it works Great!

All of our contracts are centralized in one location, and are easily accessed by multiple users. We are automatically notified when a contract needs our attention.

Pros

We use the Contract Management aspect of the software, which is new to our company. During the implementation they were able to customize the program, so that all of our asks/needs are met. Using this program has streamlined this aspect of our business.

Cons

Because the software is so customization, it can be difficult to make any changes on your own. Support is typically needed, when making changes to the program.

Elvarina from The Center for Health Care Services

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

January 2018

When it comes to Contract Management... very MODERN, for today's technology and use of software.

Ease of use and accommodations for the purpose it serves.

Pros

Agiloft stays updated with today's technology and marketing trends in order to bring its customers the latest in Contract Management and other software services.

Cons

There are certain things that has to be done in order for it to function properly with other internet sources such as Firefox and Chrome, but once you make those accommodations everything works just fine.

Gina from WorxtimeHR, LLC

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2017

My experience with Agiloft, overall has been fantastic.

The ease of Automation.

Pros

The thing I like the most about the software is the ease of creating a contract. The automation and single entry point is fantastic.

Cons

It is a little bulky and for old school sales, it tends to be a little difficult to maneuver from section to section.

Jamie from Family Impact Network

Ease-of-use

Value for money

Customer support

Functionality

July 2017

I have appreciated the amazing customer support we have received

Pros

We have a growing agency and our needs change frequently. I appreciate that Agiloft can be built to accommodate our needs.

Cons

I do not like that when replying to an email out of Agiloft the email chain is not included in the message. This is something that we have to do, so adding this would be a big benefit.

Loretta from Mississippi Methodist Senior Services, Inc.

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2017

This is a great software for contracts! It is something our organization has needed for years!

Pros

Accurately keeping track of all contracts and the notifications as to when the contracts are up for renewal/termination.

Carly from Global Healthcare Exchange

Ease-of-use

Value for money

Customer support

Functionality

July 2017

We utilize this unique tool to manage requisitions, approvals, and contractor ticketing.

Pros

Agiloft is very user friendly and has tremendous flexibility for you to customize your Knowledge Base and develop workflows to automate mundane tasks, eliminate human error, integrate with other software tools, and increase end user satisfaction. Agiloft has decreased our requisition approval turnaround time by four days - a huge value add to a fast pace high volume company like ours. Once the platform is built, the implementation specialist arms you with all of the tools necessary to make modifications and updates as the need for tweaks arises.

Cons

We have a history of quick but unhelpful responses from customer support. Fortunately, we are able to work with our implementation specialist when support tickets require escalation. There is a clear eagerness to assist, but the communication from support lacks depth. You have to be extremely specific with your desired resolution.

John from DTE Energy - Corporate Security

Number of employees:  5,001-10,000 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2017

This product has been everything we needed from it since it was purchased.

An automated electronic service desk ticketing and tracking system.

Pros

We have been able to adjust this product to our specific needs. Easy to make changes whenever you need to and if you can't remember how to make the change(s), Agiloft Developers are always available to assist.

Cons

I can't think of many negatives. Sometimes it is hard to explain to the developer(s), that assist with making changes, exactly what you need done and how you want things to work. This is usually resolved after additional questions/emails/phone calls. The only other negative for me is that I'm in the Eastern Time Zone and Agiloft is in the Pacific Time Zone. That four hour difference sometimes leads to a longer time to resolve questions.

Harvey from Safehorizon

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2017

Safe Horizon has successfully implemented the Agiloft Contract Management System as tailored to meet

Transitioned from a completely manual system to a sophisticated all encompassing digital one.

Pros

Extremely flexible and user configurable to a degree I haven't seen before in a product of this type.

Cons

The Group and Team concept and settings are difficult to understand at first and can be daunting to implement. Once understood the level of security and functionality is very impressive.

Cindi from New York Public Radio

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2017

Highly customizable and affordable system with excellent customer service

PROS: Agiloft especially excels at scalable customization, fair pricing and customer service. All the staff I've encountered at Agiloft (not just the initial sales contact), from the implementers to the billing staff, have been responsive, friendly and helpful with a "can-do" positive attitude. They are a professional, dependable service-oriented team. Billing with Agiloft has always been very fair and transparent. The possibilities with Agiloft's system are nearly limitless. If inclined, the administrator can take on a significant amount of the maintenance and design of the system. I had no programming experience, but using the available documentation/tutorials and custom training available along with the creative ideas my implementer offered, I was able to become quite independent and save our company money while having a tailored, high performing contract system that grows with our organization's needs. CONS: With so many possibilities for customization comes a number of decisions that need to be made. This can be time-consuming, but Agiloft offers the customer the option to make as many or as little of the design decisions as works for them. We'd much rather have the problem of too much choice than a situation where the system doesn't fit our needs enough or where the cost of having an engineer design everything in our system is prohibitively expensive. If your organization wants to handle some of the maintenance and design, there definitely can be a learning curve for the more complex aspects but also great payoff in independence and control of the direction of the system. RECOMMENDATIONS FOR OTHER BUYERS: We had a very lengthy review process that involved intensive research. We recommend strongly considering how experienced and knowledgeable and stable the vendor is (not just who has the slickest app or tech conference booth). We also recommend noting how much the vendor listens to you during the sales process. Agiloft has been a solid industry leader since the 1990's and did not pressure or rush us to make our decision. They were patient and respectful and worked hard to understand our unique needs as a nonprofit and as a public media organization. We recommend taking time for the demos, using the free trial versions and talking to the vendors thoroughly about what is and isn't included and how they operate. We also recommend reading the PCMag review as it was comprehensive and captured what makes Agiloft different from its competitors.

Eric from ENKI Corporation

Specialty:  Telecommunications

Ease-of-use

Customer support

Functionality

July 2015

Versatile system offering easy and quick customization

Pros

The overriding advantages of Agiloft's product/company:
1) It can be customized to do almost anything with almost no programming, and quickly: truly a system designed for users to modify. This supports living process that increases adoption rate and reduces operational errors.
2) It is possible to create and maintain the system and its customizations with a very small commitment of staffing because the customization method is very efficient and largely self-explanatory.
3) The support is excellent: failures and bugs are addressed promptly and software updates containing bug fixes are delivered much faster than industry average.

Cons

1) The user interface is dated looking. This is a minor issue since the simplicity helps with the ease of configuration and does not get in the way of functionality.
2) The organization of the user interface is around data rather than process. Process needs are fully accommodated, but the data-driven approach means that processes that access more than one data type can be more difficult to implement or represent on-screen to users. However I have not come across any customization that could not be made with the system.
2) Sparse documentation. Some of the more advanced features as well as effective tuning require support or professional services even though they are not difficult to implement.

Philip from CSF International, Inc.

Specialty:  Software / IT

Ease-of-use

Customer support

Functionality

July 2015

An Enterprise CRM Solution that's up to the Challenge!

Pros

Agiloft is without question the easiest CRM solution to setup, customize, and deploy. Your only limits are your imagination. The product comes with out-of-the-box applications already setup which makes it easy to get started.
I have been using Agiloft software for over 10 years and have had nothing but accolades. They truly understand the meaning of delivering exceptional software.

Cons

Someone will always find something they don't like about anything. I would prefer to say that I have been using Agiloft for so long that it currently meets all of our needs and I have had not had any issues. The product just works.

Kathi from Adacel Systems, Inc.

Specialty:  Software / IT

Ease-of-use

Customer support

Functionality

July 2015

Good Customer Service Goes a Long Way

Pros

What I like the most regarding Agiloft is their customer service. When I first started setting up our CRM system, if I ran into any stumbling blocks or had any questions I would just send off an email and I would almost immediately have someone answer my question or via email or if it was something complicated to explain, we would get on a video conference and they would show me step by step what I should do. They were always extremely friendly and extremely helpful and very knowledgeable. Most companies I deal with you can't even get through to customer service, but the Agiloft staff is always right there when I need them.

Cons

Some of the administration set up can be a little bit tricky at times. Usually I could figure things out for myself, but sometimes I would have to seek additional help for Agiloft customer support.

James from CATG

Specialty:  Healthcare / Medicine

Ease-of-use

Customer support

Functionality

July 2015

Agile Agiloft

Pros

This program is very easy to use once you get it set up. The work flows are simple to use and the program after configuration requires very little maintenance.

Cons

Some of it can be very confusing to someone who doesn't understand business flow.

Don from Cal Poly State University - San Luis Obispo

Ease-of-use

Customer support

August 2013

A very flexible application for handling workflows

Cal Poly choose Agiloft (then Enterprise Wizard) based on two points. The first was that it was the best fit for the type workflows that we wanted to implement. The second point was that it required almost no programming outside of the GUI interface. That second point allowed us to get the product up and running without the use of our programming staff (their time is very valuable and in great demand). We use the product to track the following type of requests: 1. Technical service needed (hardware, software not working, etc.) 2. Account requests (new/modify account requests to various systems on campus) 3. Software requests (all software available to campus users) 4. ITS related assets (all hardware controlled by ITS) 5. All types of technical abuse complaints (copyright issues and other types of inappropriate usage) 6. Surveys about the follow-through of the staff to requests entered into the system We have about one and a half FTE's to handle issues and to perform any updates, modifications or new additions. Our user base is about 5,000 staff and faculty and about 20,000 students. We generate almost 6,000 requests per month. The system is hosted and it is both very scalable and the response time is very good. The Agiloft staff are all first rate and extremely responsive. This is one of the best if not the best companies that we deal with both in terms of responding to issues and being available to help us with modifications and additions to the system. We are putting more and more types of requests with various different workflows into the system due to the easy of implementing and the fact that it does not require programming staff time.

Philip from CSF International, Inc.

Ease-of-use

Customer support

August 2013

Agiloft, the software that keeps on giving!

Pros: Going on our 10th year of using Agiloft our companies survival depends on it. Almost everything flows thru Agiloft from Customers, Contacts, Support Tickets, Billing, Announcements, Email Marketing, Prospects, Opportunities, Quotes, Projects, Tasks, Software Licenses, Products and etc. The ability to setup new fields, records, tasks, rules and workflow is without question the easiest product on the market to setup and use. The web interface is easy to customize and setup to your business needs giving staff a minimal learning curve from new interfaces to converted legacy systems. Security based views allow for easily setting up views for administrators to view fields that would not be seen by other personnel. There are so many options available it's almost impossible to describe all of the features. You just need to find out for yourself just how flexible it is. Other factors that made our decision to go with Agiloft were price, support and continued software updates including new features and functionally that are always being released. Cons: For me, there are no cons. Agiloft does everything I need and more. Overall: Without Agiloft, supporting our customers would be near to impossible. It is our main interface to our customers and supporting our customers is our top priority. It is used by everyone in our office from customer service to sales. Some of the key points of Agiloft is its security, scalability, backup and restore, building solutions without coding, integration with other systems, web interface, etc. It's always great to be in a meeting discussing new feature and functions that people would like to see and have them implemented within hours of the discussion.

John from Chester County

Ease-of-use

Customer support

July 2013

Chester County Department of Emergency Services

We use the Agiloft product to manage all of our communications equipment. The system was designed to track assets and provide a ticketing system for generating work orders for repair and maintenance of our assets. We have also added a contacts module that has the capability of tracking maintenance and service contracts at the asset level. This was a large undertaking and we found both the Agiloft product and team members to be outstanding.

Chris from 101 Telco Solutions, Inc.

Ease-of-use

Customer support

July 2013

Review of Agiloft for 101 Telco Solutions, Inc.

Agiloft (formerly Enterprise Wizard) has proven to be easily customized to fit our needs as a telecommunications repair center. The customer support is second to none when we have a need to modify or simply ask a question. The ability to link to other software platforms for invoicing, importing/exporting data to our customer erp's, etc. makes this an invaluable tool. I truly believe we couldn't have made a better choice.

Eric from ENKI Corporation

Ease-of-use

Customer support

July 2013

A unique and flexible platform for automating your business

ENKI chose Agiloft (formerly Enterprise Wizard) for automating its customer service and sales operations. After using other SaaS (software-as-a-service) platforms that were more expensive and less flexible, ENKI found that Agiloft gave us the ability to rapidly deploy and update our business process automation to match our fast-paced business. We are now beginning to use Agiloft for automating other customer-facing and internal operations processes as well. Customization is quick and easy. And Agiloft's support and sales team is responsive and more importantly, listens to our needs and requests, which is rare in the industry. Pros: Easy and flexible graphical customization, software-free customization, a variety of "canned" applications included, can be self-hosted or leased as a service, comprehensive and expert onshore support, responsive management team. Cons: Lack of accounting and billing packages/features means we have to interface to other tools when we like this one better! User interface would benefit from additional flexibility by providing full application-like interfaces for casual users and end-customers to access all the features.


Displaying 1 - 20 of 26 reviews