The reports are extensive and if you find that they're lacking in anyway you can either build your own custom reports or request it be done for you by their excellent support staff.

Excellent, Highly recommend great platform and great people to work with.

Good, learnt lots about it and find the report i need when i need it and managed to see real time results to help with this.

Great overall experience and relationship with our Account Manager and the Support teams. The product developments and updates makes MC a game changing solution that we could happily recommend.

Clunky and difficult to use more complex features.

Operationally really good, excellent support staff - easy to on board and deploy.

I have worked with Max Contact as an engineer and PM for over 10 years and rate the service provided top notch with great relationship with account manager and the support/project functions.

Out account manager Nigel is always readily available if ever needed. Support staff provide a first class service on getting a quick turnaround on getting a resolution on any concerns.

Also the webinars and industry meeting they host are a great benefit that I'd encourage anyone to take advantage of.

In the past when the system has been down it has affected the business across all campaigns and in return affected the clients and agents costing the business a significant loss of revenue.

Brilliant Solution from an evolving provider. A passionate team behind the scenes.

Happy with service and support so far and look forward to see how we can develop this further.

Really good, appreciate the dialler capability and ease of use for agents.

Overall functionality and ease of use is the most popular standout feature of MC.

It does have good platform to create knowledge articles and save it. This can be easily adapted by any organization.

Sometimes it offers too much and you can get lost in the forest.

ServiceNow CSM is a great tool to enable user to have Self-serve capabilities on workflow and processes. I've been using it to use the workflow for accesses approval.

Slowness is problem sometimes. Should use different TABs instead of showing all content in long page view.

Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well.

While using one will face a little delay in loading a page.

It's a straight forward approach for helpdesk technicians and end users. It's great to have the ability to see real-time status on a ticket.

I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application).

Help streamline service desk. It helps organize workflows for our environment and it was easy to integrate additional teams to assist our users.

User friendly, great tool for customer service, easy options for reporting as well.

We have had the best experience with Service-now. It has proven to have the storage capacity for a company this big.

There are definitely a lot of features in ServiceNow that you can take advantage of, but with an additional price.

No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy  Customer.

The ticketing and field management is the best I've seen, coupled with how it can integrate with other call management systems and knowledge bases.

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

The searching functionality in the software is very powerful, I deal with a lot of tickets on my job, and it is important to be able to find the ticket I need quickly.

Easily able to manage tickets placed by the customer. Awesome search capabilities when looking for something specific about a customer.

The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options.

The SNOW software was easy to use and manage client relationships on.

Value for money investment and customer will be well informed using automated email.

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Out of the box configuration templates is great start point for setup. Deep integration with other ServiceNow tools (big selections as well).

The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow.

Great ticketing tool, perfect for a quick resolution.

Cloude data and services is simply awesome. The best thing is its also supports to integrate autoCAD as well.

Had some troubles attaching the KB articles to the tickets.

The dashboard can be a little confusing to navigate, and managing incidents isn't all that intuitive.

Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.

Pound Sterling

MaxContact is an omnichannel contact center solution that is designed for businesses across different sectors including BPO’s, financial services, utility providers, and more. Supporting inbound and outbound operations, MaxContact ensures that businesses have access to all the features they need in order to succeed.


MaxContact's highly configurable IVR can automate processes for inbound channels such as payment processing, CRM lookups, and agent/caller matching. For outbound operations, MaxContact's predictive dialing algorithm automatically manages calls throughout the business day so agents can focus on calls that matter. Omni-channel capabilities allow agents to manage customers across all available channels, allowing them to handle a number of interactions at any one time with push/pull functionality. 


Features include drag and drop scripting, IVR automation, campaign management, predictive dialing, quality management, workforce management, intelligent reporting, business analytics, and real-time dashboards.









LongDescription

Real-Time Analytics

Pre-recorded Messages

Call Transfer

Quality Management

Surveys & Feedback

Multi-Channel Management

Lead Capture

Performance Management

Customizable Reports

Activity Tracking

SMS Messaging

Shift Swapping

Real-Time Monitoring

Sentiment Analysis

IVR/Voice Recognition

Automatic Call Distribution

Variable Workforce

Agent Interface

Voice Mail

Timesheet Management

Auto-Dialer

Blended Call Center

Categorization/Grouping

Communication Management

Customer Database

Call Recording

Call Logging

Integrations Management

Collaboration Tools

Automated Routing

Natural Language Processing

Labor Forecasting

Sales Trend Analysis

Call Center Management

Call Disposition

Progressive Dialer

Data Import/Export

Call List Management

Call Routing

Self Service Portal

Text to Speech

Contact Management

Customer Experience Management

Outbound Call Center

Answering Machine Detection

Lead Management

List Management

Skills Tracking

Survey/Poll Management

Audio Capture

Compliance Management

Real-Time Data

Call Scheduling

Performance Metrics

Inbound Call Center

Data Security

Call Scripting

Phone Key Input

Call Reporting

Multi-Channel Communication

Queue Management

Social Media Integration

Real-Time Notifications

Language Detection

Time & Attendance

Multiple Scripts

Workflow Management

Predictive Dialer

Email Management

Caller ID

Campaign Specific Caller ID

Budgeting/Forecasting

Time Off Management

Visual Analytics

Activity Dashboard

Alerts/Notifications

Employee Database

Computer Telephony Integration

Reporting & Statistics

Predictive Analytics

Automated Scheduling

Real-Time Chat

Chat/Messaging

Interaction Tracking

Manual Dialer

Multi-Language

Alerts/Escalation

Real Time Reporting

Chatbot

Compliance Tracking

Power Dialer

Reporting/Analytics

Automatic Transcription

Contact Database

Monitoring

Employee Scheduling

Online Time Clock

Voice Customization

Please contact MaxContact directly for pricing information.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

51-200

201-500

501-1000

1000+

MaxContact

In Person

Live Online

Webinars

Documentation

Videos

US Dollar

ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless customer experiences and connect the entire enterprise. It provides a range of features such as case management, analytics, self-service portal, and intelligent guidance to streamline customer service operations and reduce the cost to serve.

CSM's self-service portal enables clients to raise requests or complaints, create cases, and track ongoing projects on the channel of their choice. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The Playbooks for CSM module allows agents to request information from clients and manage the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently.

With CSM's case management functionality, customer service agents can manage customer interactions from initial contact to case closure. The platform's analytics capabilities allow businesses to gain valuable insights into customer behavior and track performance indicators. This helps businesses to identify areas of improvement and make data-driven decisions to optimize customer service operations.

The platform's order management functionality provides businesses with a comprehensive set of tools to manage the entire order management lifecycle. CSM's ticket handling and issue resolution features provide businesses with a streamlined approach to manage customer requests and complaints. 

The ServiceNow platform can also integrate with various third-party applications, enhancing customer service operations by leveraging existing software solutions.

In summary, ServiceNow CSM is a powerful tool for businesses looking to streamline customer service operations and improve customer satisfaction. The platform's features, including case management, analytics, self-service portal, Playbooks for CSM module, and integration capabilities, make it a valuable tool for businesses to strengthen their relationships with customers and reduce the cost to serve.

MaxContact vs ServiceNow Customer Service Management

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