Vivantio Features
What are the features of Vivantio?
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
Communication Channels
- Email to Case
Incident Management
- Automate Ticket Routing
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
Reporting
- Dashboards
- Time Tracking
Access & Usability
- Self Service
Vivantio Categories on G2
Filter for Features
Platform
Mobile User Support | As reported in 100 Vivantio reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 75% (Based on 100 reviews) | |
Customization | Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 117 Vivantio reviews. | 81% (Based on 117 reviews) | |
User, Role, and Access Management | Based on 122 Vivantio reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 85% (Based on 122 reviews) | |
Integration | Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 108 Vivantio reviews. | 78% (Based on 108 reviews) | |
Reporting | Provides analytics tools that reveal important business metrics and track progress 125 reviewers of Vivantio have provided feedback on this feature. | 80% (Based on 125 reviews) | |
Dashboards | Based on 125 Vivantio reviews. Displays important metrics relating to performance | 83% (Based on 125 reviews) |
Ticket and Case Management
Ticket Creation User Experience | As reported in 140 Vivantio reviews. User Experience of creating and submitting a ticket | 88% (Based on 140 reviews) | |
Ticket Response User Experience | Based on 139 Vivantio reviews. User Experience of responding and receiving a response | 86% (Based on 139 reviews) | |
Workflow | As reported in 133 Vivantio reviews. Route tickets based on values of fields, changes to ticket status and time based conditions | 85% (Based on 133 reviews) | |
Automated Response | Respond to common requests with standard reply 131 reviewers of Vivantio have provided feedback on this feature. | 86% (Based on 131 reviews) | |
SLA Management | See feature definition | As reported in 135 Vivantio reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 87% (Based on 135 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions This feature was mentioned in 134 Vivantio reviews. | 86% (Based on 134 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives This feature was mentioned in 131 Vivantio reviews. | 86% (Based on 131 reviews) | |
Customer/Contact Database | Central repository for account and contact information 124 reviewers of Vivantio have provided feedback on this feature. | 83% (Based on 124 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents 129 reviewers of Vivantio have provided feedback on this feature. | 84% (Based on 129 reviews) | |
Email to Case | Based on 135 Vivantio reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 87% (Based on 135 reviews) | |
Live Chat Support | As reported in 81 Vivantio reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 73% (Based on 81 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks 81 reviewers of Vivantio have provided feedback on this feature. | 70% (Based on 81 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. This feature was mentioned in 77 Vivantio reviews. | 71% (Based on 77 reviews) |
Incident Management
Automate Ticket Routing | Based on 132 Vivantio reviews. Routes tickets automatically to the appropriate user. | 85% (Based on 132 reviews) | |
Ticket Prioritization | Prioritizes tickets based on factors configured by the user. 147 reviewers of Vivantio have provided feedback on this feature. | 88% (Based on 147 reviews) | |
Ticket Notifications | Based on 154 Vivantio reviews. Notifies the IT team when a ticket needs action. | 87% (Based on 154 reviews) | |
Knowledge Base | Based on 131 Vivantio reviews. Provides a forum for answers to common questions. | 81% (Based on 131 reviews) | |
Knowledge Base/Ticket Integration | Integrates knowledge base articles into a ticket. This feature was mentioned in 125 Vivantio reviews. | 81% (Based on 125 reviews) |
Reporting
Dashboards | As reported in 149 Vivantio reviews. Displays important metrics relating to performance. | 82% (Based on 149 reviews) | |
Time Tracking | Based on 138 Vivantio reviews. Tracks time worked on a ticket. | 82% (Based on 138 reviews) | |
Surveys | Provides surveys to measure employee satisfaction. This feature was mentioned in 116 Vivantio reviews. | 80% (Based on 116 reviews) |
Access & Usability
Mobile | Based on 109 Vivantio reviews. Enables access to service desk features via mobile device. | 74% (Based on 109 reviews) | |
Self Service | Based on 141 Vivantio reviews. Enables employees to view the status of their tickets. | 84% (Based on 141 reviews) | |
Active Directory | As reported in 118 Vivantio reviews. Provides a directory of all users within an organization. | 84% (Based on 118 reviews) | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. This feature was mentioned in 105 Vivantio reviews. | 82% (Based on 105 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. 70 reviewers of Vivantio have provided feedback on this feature. | 80% (Based on 70 reviews) | |
Searchable Articles | Based on 72 Vivantio reviews. Makes articles in the knowledge base searchable on the web. | 80% (Based on 72 reviews) | |
Community Forums | Enables users to engage with other users to solve common issues. 58 reviewers of Vivantio have provided feedback on this feature. | 81% (Based on 58 reviews) | |
Mobile Optimization | Based on 57 Vivantio reviews. Optimizes the customer self-service experience on mobile devices | 79% (Based on 57 reviews) | |
Personalization | Based on 75 Vivantio reviews. Gives the user targeted, personalized results based on their activity or preferences | 81% (Based on 75 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. 72 reviewers of Vivantio have provided feedback on this feature. | 83% (Based on 72 reviews) | |
Automation | Automates some or all operation related tasks 70 reviewers of Vivantio have provided feedback on this feature. | 84% (Based on 70 reviews) | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences 53 reviewers of Vivantio have provided feedback on this feature. | 75% (Based on 53 reviews) | |
Integrations | As reported in 65 Vivantio reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | 83% (Based on 65 reviews) |
Administration
Change Management | Tools to track and implement required IT changes in a system. This feature was mentioned in 37 Vivantio reviews. | 86% (Based on 37 reviews) | |
Asset Management | Tools to organize and manage all IT assets within an organization. This feature was mentioned in 38 Vivantio reviews. | 80% (Based on 38 reviews) | |
Reports & Analytics | A means to view and analyze a large amount of data in order to gain business insights. This feature was mentioned in 47 Vivantio reviews. | 82% (Based on 47 reviews) |
Service Desk
Help Desk | A place for users to submit tickets when they require IT help. 47 reviewers of Vivantio have provided feedback on this feature. | 88% (Based on 47 reviews) | |
Incident Reports | Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. 48 reviewers of Vivantio have provided feedback on this feature. | 88% (Based on 48 reviews) | |
Process Workflow | As reported in 46 Vivantio reviews. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | 82% (Based on 46 reviews) |
Customization
Customization | Provides a customizable soltution that HR professionals can adjust to suite the organization's needs. | Not enough data | |
HR Integrations | Integrates with core HR software to access employee information. | Not enough data |
HR Content
Knowledge Management | A place to create articles with important information about processes and other crucial information that is easily accessible by employees. | Not enough data | |
Content Delivery | Tools to create and deliver content throughout an organization. | Not enough data | |
Document Management | The ability to organize and manage a variety of documents. | Not enough data |
Logistics
Security | Secure solution so administers can maintain access rights and security. | Not enough data | |
Employee Portal | Employee portal lets employees log into the system to access all company and employee information. | Not enough data | |
AI | Uses AI processes to automate workflows by developing a comprehensive HR-knowledge base. | Not enough data |
Management
Ticketing Platform | Tools that help create and manage a ticketing platform that facilitates cross-departamental communication. | Not enough data | |
Single Sign-On | The ability to sign onto a platform once and access a variety of software solutions without needing to sign into each one individually. | Not enough data | |
Business Process Management | Tools to create and organize business process flowcharts and documentation. | Not enough data | |
Self-Service | Web-based or intranet self-service portal enables employees to submit service requests. | Not enough data | |
Dashboard & Reporting | Dashboard and reporting on HR activities with workforce analytics capabilities. | Not enough data | |
Reporting | Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. This feature was mentioned in 46 Vivantio reviews. | 82% (Based on 46 reviews) | |
Administration Console | Provides administrative tools for routine maintenance, upkeep, and tracking. This feature was mentioned in 44 Vivantio reviews. | 88% (Based on 44 reviews) | |
Access Management | Based on 38 Vivantio reviews. Gives administrators control over user privileges and accessibility for IT assets. | 89% (Based on 38 reviews) | |
Asset Management | Gives administrators control over hardware and software resource allocation and tracking. This feature was mentioned in 36 Vivantio reviews. | 85% (Based on 36 reviews) | |
Policy Dictation | Controls policies and configurations across business applications and hardware. 28 reviewers of Vivantio have provided feedback on this feature. | 85% (Based on 28 reviews) | |
Central Dashboard | Provide immediate insights, information, and updates on IT assets from a central dashboard. | Not enough data | |
Asset Policy Management | Design and implement custom or pre-built policies for asset management, onboarding, and maintenance. | Not enough data | |
Risk Management | Implement risk management policies, and push policy updates to various assets across a business network. | Not enough data | |
Integrations | Integrate with other software solutions, such as spend management and software asset management. | Not enough data |
Functionality
Ticketing System | Provides a service desk for users to submit tickets for IT-related issues. 48 reviewers of Vivantio have provided feedback on this feature. | 88% (Based on 48 reviews) | |
Performance Logging | As reported in 40 Vivantio reviews. Tracks action-by-action asset performance with machine- or human-readable logs. | 88% (Based on 40 reviews) | |
Alerting | As reported in 39 Vivantio reviews. Creates alerts when tracked assets encounter errors or performance issues. | 86% (Based on 39 reviews) | |
Automation | Automates repetitive tasks associated with IT service operations and maintenance. This feature was mentioned in 44 Vivantio reviews. | 81% (Based on 44 reviews) |
Asset Inventory
Hardware Asset Inventory | Create an inventory of a company's hardware assets. | Not enough data | |
Software Asset Inventory | Create an inventory of a company's software assets. | Not enough data | |
Cloud Asset Inventory | Create an inventory of a company's cloud assets. | Not enough data | |
Mobile Asset Inventory | Create an inventory of a company's mobile assets. | Not enough data | |
Asset Discovery | Detect new assets as they enter a network and add them to asset inventory. | Not enough data |
Investigation
Separate Workflows | Case management of investigations related to Employee Relations are handled in a separate workflow (including HRBPs, HR Managers, etc.) than other generic case requests. | Not enough data | |
Anonymity | Employee grievances, feedback, and complaints have channels of communication that are protected by anonymity | Not enough data | |
Documentation | Witness statements, confessions, time cards, video footage, and other investigation materials are stored in secure designated data warehouses for safe keeping throughout the investigaiton process. | Not enough data | |
Confidentiality | Case processing happens with strict confidentiality where a case's access is only authorized to professionals directly responsible for its execution and outcome. | Not enough data |
Access
Integration | Integrations into legal databases or case management systems for coordination when case escalation reaches their desk. | Not enough data | |
Assignment | The platform is capable of assigning primary case holder, principal investigator, legal consultant, etc. responsibilities to team members. | Not enough data | |
Collaborative | Case accessibility is restricted by authorization. Access is granted to HR personnel that are designated investigators and others involved in an investigation's (Legal, HRBPs, HR Managers, etc.) standard operating procedure | Not enough data |
Employee Experience
Policy | During the complaint process, self-help resources are readily available to help the employee understand which company policy is relevant to their situation and a general framework on how the investigation will progress. | Not enough data | |
Multi-channel | The product is user friendly for employees and complaints can be delivered across many channels (chat, trouble ticket, email, etc.) | Not enough data | |
Cross-platform | The product is able to be accessed from the employee side on a mobile platform | Not enough data |
Customer Support
Text | Is able to process inquiries submitted by text data from live chat, email, or SMS | Not enough data | |
Speech | Comprehends human speech and can transcribe it to text for processing | Not enough data | |
Knowledge Base | The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries | Not enough data |
Automation
Ticket Resolution | The platform is able to automatically determine how to resolve help tickets without assistance by human agents | Not enough data | |
Customization | The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence | Not enough data | |
Intelligent Routing | When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to | Not enough data |
Artificial Intelligence
Learning | The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses | Not enough data | |
Language | Multilingual capabilities allow the AI to process inquiries from many languages | Not enough data | |
Conversational AI | The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 66 Vivantio reviews. | 75% (Based on 66 reviews) | |
AI Text Summarization | Based on 66 Vivantio reviews. Condenses long documents or text into a brief summary. | 76% (Based on 66 reviews) | |
AI Text Summarization | As reported in 47 Vivantio reviews. Condenses long documents or text into a brief summary. | 79% (Based on 47 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data |
