SummitAI

by Symphony SummitAI

Who Uses SummitAI?

Leading global enterprises across all verticals and regions. SummitAI's customers include large enterprises and upper-mid market segment companies, as well as MSPs.

What Is SummitAI?

Symphony SummitAI is an enterprise-class solution suite best suited for companies with 1000-100,000 employees, that effortlessly brings service and asset management together in one platform with AI-driven knowledge intelligence, helping you to achieve greater levels of responsiveness and productivity. SummitAI uses machine reasoning and codeless workflow based automation to delivers up to 20% annual savings in IT help desk operations, and up to 45% greater total cost of ownership.

SummitAI Details

Symphony SummitAI

http://www.symphonysummit.com

Founded 2011

SummitAI Software - Availability Management
SummitAI Software - Productivity 360
SummitAI Software - SUMMIT Platform
SummitAI Software - 4
SummitAI Software - 5
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SummitAI Software - Availability Management - thumbnail
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Starting price

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US$19.00/month
US$19.00/month
US$40.00/month

Free Version

Free Version No
Free Version Yes
Free Version No
Free Version No

Free Trial

Free Trial No
Free Trial Yes
Free Trial Yes
Free Trial No

SummitAI deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Linux (Desktop)
  • Windows (On-Premise)
  • Linux (On-Premise)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

SummitAI Features

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Centre Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritisation
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

View full list of Help Desk Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Asset Management
  • Asset Tracking
  • Audit Management
  • Audit Trail
  • Barcode / Ticket Scanning
  • Change Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customizable Fields
  • Dashboard Creation
  • Data Import/Export
  • Data Visualisation
  • Email Management
  • IT Asset Tracking
  • Incident Management
  • Inventory Management
  • Inventory Tracking
  • Knowledge Base Management
  • Maintenance Management
  • Maintenance Scheduling
  • Monitoring
  • Prioritisation
  • Problem Management
  • Procurement Management
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Task Management
  • Third Party Integrations
  • User Management
  • Workflow Management

View full list of IT Asset Management Software

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Management
  • Asset Tracking
  • Audit Management
  • Availability Management
  • CRM
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard Creation
  • Drag & Drop
  • Email Management
  • Help Desk Management
  • IT Asset Tracking
  • Incident Management
  • Inventory Management
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritisation
  • Problem Management
  • Project Management
  • Release Management
  • Reporting & Statistics
  • Role-Based Permissions
  • Self Service Portal
  • Service Catalogue
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Workflow Management

View full list of ITSM Tools

SummitAI Alternatives

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SummitAI Reviews for UK Users

Read all reviews

Overall rating

4.5/5

Average score

Ease of Use 4.6
Customer Service 4.1
Features 4.4
Value for Money 4.6

Review software

Share your experiences with other software buyers.

Write a Review!
Sunil K.
Digital Marketing Manager
Computer Software, 51-200 Employees
  • Overall Rating
    5 /5
  • Ease of Use
    Unrated
  • Features & Functionality
    Unrated
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 24/01/2018
  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 24/01/2018
Joyce D.
Director, Service and Support
Information Technology & Services, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 02/06/2021

"Summit AI has all the bells and whistles of the Big Guys without the Big Price"

Comments: We are able to manage and achieve multiple SLA's across multiple tenants with a single solution. The Customer Satisfaction Survey (CSAT) process within the system works great and provides flexibility to have different questions for different customers.

Pros: When we were doing our search for an effective ITSM tool, we had a list of 75+ requirements and Summit was able to not only meet but demonstrate how each of the requirements was done in the system. The biggest issue we were facing was having multiple tenants in the same instance so that our technicians only needed to have 1 URL. Summit AI was able to meet this requirement and continue to do so 5 years later.

Cons: The one thing that would be beneficial to all customers is a public forum for users at all levels to share information and make product recommendations.

Vendor Response

by Symphony SummitAI on 07/06/2021

Hi Joyce! Thank you so much for the review. It's amazing how we've grown together! There is a new community that is available to our customers to share feedback and ideas. Please join us there: https://community.symphonysummit.com/ We'd love to hear from you and your team.

  • Reviewer Source 
  • Reviewed on 02/06/2021
Ashutosh K.
  • Overall Rating
    3 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    3 /5
  • Customer Support
    3 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 17/02/2017

"Summit Service Desk - Help us to improve user experience and ease of workflow."

Comments: We deployed in view of integrated service desk tool with real time monitoring for different tenant.
Analyst Dashboard , Easy administration help us to achieve highest SLA's ( Response and Resolution). Also, other features are helping us to manage operational activities like other CMDB integrations , recertification's, change mgmt., SMS - Notifications and many more.
In other hand there is scope for improvement in tool functionalities as well as in support area.

  • Reviewer Source 
  • Reviewed on 17/02/2017
Louis A.
SME
Information Services, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 25/05/2021

"Summitai ITSM Platform Review"

Comments: We implemented Summitai platform in Phases starting ITSM followed by ITAM and ITOM. This unified the entire IT Operations framework with all the data and workflow required within giving an excellent platform for the complete IT Operations. Management has a holistic view while the operation teams has a transactional view this makes the life easier for the Service desk and Operational teams. Thanks to Summitai for a Unified Platform. Overall it was an excellent experience.

Pros: Simple yet Powerful , Easy to deploy and use, unified Platform makes the interaction with ITSM, ITOM and ITAM easy, Mobility, Easy to build workflow and above all Orchestration makes the Platform Large Enterprise ready. Chatbot in an ITSM Platform is awesome from an End User Perspective.

Cons: Workflow is expected to be improved from the current version as the existing one is easy to use, I look for easy to use yet advanced workflow builder with modular independency. Reporting is a another area of improvement.

  • Reviewer Source 
  • Reviewed on 25/05/2021
Roy C.
Senior Engineer
Computer Software, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    3 /5
  • Customer Support
    1 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 11/06/2021

"Summit Review"

Comments: Overall experience is good but the customer support and testing is really not up to the mark

Pros: I like the overall design of this software and some features are really good like workflow and ticket routing and the orchestration things

Cons: Yes there are many actually like the reporting and the custom approval process and few things related to form level changes are very much restricted , except the SR from the other forms are not actually more customizable and the Asset management is not up to the mark, The CMDB does not have the bulk update option , this from the customer side we have already requested but still that has not been delivered almost for 3 years

  • Reviewer Source 
  • Reviewed on 11/06/2021