About Vivantio

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams.

By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence.

The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations, HR and customer service.
Vivantio is a trusted partner offering cost-effective solutions through flexible licensing.

Pricing starting from:

US$42.00/year

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Vivantio

Vivantio’s suite of service management products empowers B2B service firms to enable only the features they need, aligned with their immediate needs on a platform that can scale with their business. The product set is comprised of four editions, Value, Vital, Velocity and Visionary:

• VALUE: For those looking to centralize customer service operations and provide their teams with the tools to succeed
• VITAL: Designed for growing service teams looking to improve their operations, improve efficiency and reduce costs
• VELOCITY: Built to scale and meet complex service management needs across multiple teams and departments
• VISIONARY: A totally flexible solution for global enterprise companies looking for white glove service

The new suite of products will help any B2B business with Service Optimization, which is the key to achieving business success.

Service Optimization is the ability to glean coherent insight and achieve the most efficient use of processes and information—across all disciplines and teams—to provide real business efficiency and optimal service delivery.

Devices

Business size

S M L

Markets

Australia, Canada, Germany, United Kingdom, Ireland, Mexico, United States

Supported Languages

English, French, Hungarian, Spanish

Pricing starting from:

US$42.00/year

  • Free Version
  • Free Trial
  • Subscription

Images

Vivantio Software - Dashboard Example
Vivantio Software - Flex Home Screen
Vivantio Software - Incident Example
Vivantio Software - Self Service Portal
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Vivantio video Vivantio Software - Dashboard Example Vivantio Software - Flex Home Screen Vivantio Software - Incident Example Vivantio Software - Self Service Portal

Features

Total features of Vivantio: 137

  • API
  • Access Controls/Permissions
  • Account Alerts
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking Software
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Authentication Software
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Availability Management
  • CMDB Software
  • CRM Software
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Capacity Management
  • Change Management Software
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management Software
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Creation
  • Dashboard Software
  • Data Import/Export
  • Data Visualization Software
  • Document Storage
  • Drag & Drop
  • Email Management Software
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • Forecasting
  • HIPAA Compliant
  • Help Desk Management
  • IT Asset Management Software
  • IT Asset Tracking
  • Inbox Management
  • Incident Management Software
  • Interaction Tracking
  • Inventory Management Software
  • Inventory Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Maintenance Management Software
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multiple User Accounts
  • Negative Feedback Management
  • Onboarding Software
  • Online Forums
  • Performance Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management Software
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduled / Automated Reports
  • Search/Filter
  • Secure Login
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On Software
  • Social Media Integration
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management Software
  • Task Progress Tracking
  • Template Management
  • Third Party Integrations
  • Ticket Management
  • Usage Tracking/Analytics
  • User Management
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Zendesk

4.4
#1 Alternative to Vivantio
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Zoho Desk

4.5
#2 Alternative to Vivantio
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

TOPdesk

4.6
#3 Alternative to Vivantio
TOPdesk is an ITIL-aligned service management software with KPI dashboards designed for IT, facilities management, and...

HappyFox Help Desk

4.6
#4 Alternative to Vivantio
HappyFox is a cloud based, all-in-one help desk and customer support software. HappyFox's ticketing system enables the...

Reviews

Overall rating

4.3 /5
(165)
Value for Money
4.2/5
Features
4.2/5
Ease of Use
4.2/5
Customer Support Software
4.4/5

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Showing 5 reviews of 165
Verified Reviewer
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

INTUITIVE TICKET MANAGEMENT SYSTEM

Reviewed on 2018-06-14

Every Day use uses little machine resources so other applications can run at the same time.
compati...

Every Day use uses little machine resources so other applications can run at the same time.
compatible with most commercial browsers.

Pros

Self contained tool with build in reports and logs, reliable for the most part. Very intuitive for the amateur user, Forgiving when errors occurs,

Cons

Occasionally crashes and some menus not coherent with others. No software is %100 reliable. It is improve daily

Sam L. Sam L.
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Excellent product and customer service

Reviewed on 2021-04-14

Pros

The software is easily customisable and changed pre and post-launch of the system, meaning that you can launch, get it wrong and change it. The capabilities seem endless and offers all requirements that we need.

Cons

The difference in the admin area to the technician portal is a little bit confusing at times. I believe that the back end admin area needs upgrading to the FLEX environment.

Alternatives Considered

TOPdesk, Zendesk, Zoho Desk and HappyFox Help Desk

Reasons for Switching to Vivantio

Vivantio's customer service and demo support was top of the range. The product is great and the implementation team guide you through everything.
Darren G. Darren G.
Overall rating
  • Industry: Financial Services Software
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

Excellent Product Support but lacking finer details

Reviewed on 2017-01-31

Vivantio offers a ITIL service desk software that we use for software support. In general I have...

Vivantio offers a ITIL service desk software that we use for software support. In general I have found the solution not very user friendly and in the last 3 years of using it, I found that little has changed to the basic user functionality to improve this despite many feature requests to aid this. A key example of this is that, in 2017, it is still not possible for all emails in the system to show the pictures that are embedded.

In the past, we have found that the quality of the software updates to the system lacking basic QA process and it has become quite simple to find bugs in the new features.

I would say that the support team is very good at getting back to you within half a business day and providing us with workarounds of problems that we have highlighted.

Pros

User Support, Workflow module

Cons

GUI, speed of page loads, lack of updates to key functionality

Polly ann N. Polly ann N.
Overall rating
  • Industry: Airlines/Aviation
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Best Part of Vivantio has been the Approval Process

Reviewed on 2021-04-06

Pros

Our company uses this software internally. So our employees are our customers, so to speak. I was able to configure the workflows to assign tasks to other employees to provide approval for things such as hardware/software purchases, access to our software systems, new employees, etc. Regular employees do not require a license to perform these approval tasks, which was not the case in the competing software. Also, the Self Service portal turned out so beautiful and useful to our employees. We get really good feedback from users. Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.

Cons

The set up is very dependent on the Vivantio reps, and the self-help for configuration is not very useful. The reps do a fantastic job of leading the new user through configuration but some people like to do that themselves. I have admin'd other software and while other more popular software has more documentation, their reps are non-existent.

Jonathon H. Jonathon H.
Overall rating
  • Industry: E-Learning
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Good value for money ITSM Tool for ITIL based Service Desks

Reviewed on 2020-04-06

I have had limited experience with Vivantio technical support and after sales however the interactio...

I have had limited experience with Vivantio technical support and after sales however the interactions that I had were pleasant and prompt. I have attended a handful of user groups over the years with former colleagues and the owners and developers that I talked to were very open and receptive to user feedback and seemed genuinely interested in their users.

Vivantio are a small enough organisation to have a relatively personal interaction level to their user base which is nice as it makes you feel more valued and appreciated as opposed to larger corporations which have a far more clinical approach.

Pros

I used Vivantio daily for 6 years and whilst the Organisation that I worked for did not take full advantage of all it had to offer the main features within the software that we did use were great.

The user interface is simple and straightforward and doesn't take a lot of time to pick up, it is reasonably configurable to your specific organisation however the main layout is entirely ITIL based split into Service Requests, Incidents, Problems etc meaning if you do not follow this framework then it may not be the best tool for you.

It has all the features that most users would need from an ITSM Tool such as asset management, reporting, raising support calls, CRM management, self service user interface etc. As I have had limited experiences with other ITSM and CRM software I cannot fully compare its functionality with others however I personally found it did everything I needed it to.

Vivantio offer both managed and self managed versions of the software depending on the size of your Organisation and the expertise you have available.

I left the Organisation before their full implementation of the latest version of Vivantio (Flex) so cannot speak fully about that but from what I did use of it I found it very intuitive and time saving.

Overall I recommend Vivantio as a company and their ITSM suite of tools offer excellent value for money in my opinion.

Cons

There is nothing that I particularly disliked about the software itself.

Showing 5 reviews of 165 Read all reviews

Vivantio FAQs

Below are some frequently asked questions for Vivantio.

Vivantio offers the following pricing plans:

  • Starting from: US$42.00/year View Pricing Plans
  • Pricing model: Subscription
  • Free Trial: Available

Vivantio enables you to build a robust Service Management system that fits your organization by enabling only the features you need. Our editions are designed to align with your immediate needs on the same powerful platform that scales with your business. For Vital, Velocity & Visionary we offer concurrent licensing. A concurrent license sits in a license pool and is available on a first come, first served basis. Once a user logs out, the license becomes free for another user to use. It’s a great way to reduce license costs for infrequent users, shift workers and those with global support teams Volume discounts start at around 8 users and continue to rise every 5 to 10 users up to 25%. If you are a non-profit, charity or in education, expect to receive between 5 and 10% additional discount.

Vivantio has the following typical customers:

11-50, 51-200, 201-500, 501-1,000, 1,001+

Vivantio supports the following languages:

English, French, Hungarian, Spanish

Vivantio supports the following devices:

Vivantio integrates with the following applications:

Azure Active Directory, Gmail, Jira, Microsoft 365, Microsoft Azure, Microsoft Teams, Salesforce Platform, Slack, Twilio

Vivantio offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, Chat

Related categories

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