# OvationCXM Reviews **Vendor:** OvationCXM **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.8/5.0 **Total Reviews:** 11 ## About OvationCXM OvationCXM's Platform Streamlines Onboarding and Support Experiences OvationCXM is a customer experience management (CXM) platform that helps companies onboard and support customers faster with better information, reducing effort and cost. Without changing legacy systems. How It Works: Design and manage journeys: OvationCXM's no-code journey builder lets anyone create step-by-step journey flows with drag-and-drop ease. Internal and customer-facing. Ecosystem connectors allow you to include and then oversee even steps handled by outside vendors. Multi-product, multi-team onboarding and support journeys are simpler when everyone engaging with the shared customer work together with a single source of truth. Without changing legacy systems or requiring a single line of code. Create, customize and deploy journeys at scale. Then adjust them in minutes, using GenAI insights to optimize journey flows, learn next-best actions and surface technical knowledge that helps support teams to guide customers and troubleshoot issues dramatically faster. Why Enterprises Choose OvationCXM Customer-focused organizations in financial services, healthcare, and technology rely on OvationCXM to orchestrate unlimited, personalized customer experiences at scale. The Results: 📉 25% drop in operating expenses 💸 10% increase in revenue 😊 60% improvement in NPS scores Ready to revolutionize your customer journeys? Discover how seamless customer onboarding and support optimization can transform your business in months, not years. 👉 Learn more at OvationCXM.com. ## OvationCXM Reviews ### 1. Broad platform that allows me to replace a number of other apps **Rating:** 5.0/5.0 stars **Reviewed by:** Ted K. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 03, 2020 **What do you like best about OvationCXM?** Boomtown is great. I love how it has everything we need in a single place. We use email, chat, and phone to help customers but also use chatbots, have a knowledge base, and use online forms and schedulers to capture information and set meetings. We don’t need to get a bunch of other products to work together. That being said, they still have a number of integrations available. We have our phone system (8x8), Slack and Salesforce all hooked up out of the box. Their onboarding and support teams are fantastic. **What do you dislike about OvationCXM?** There’s a lot of functionality so it takes time to set it up just right and take advantage of it all. It’s pretty easy to learn and get using it, but there’s definitely a lot more we could do with it that we aren’t taking advantage of. **What problems is OvationCXM solving and how is that benefiting you?** We’re using Boomtown primarily to support our customer across chat, email, and phone. It has made it faster for our team to respond to questions and make sure nothing slips through the cracks. We also use Boomtown to track our new customers as we onboard them. Finally, we have been able to automate a bunch of FAQs using the knowledge base and chatbot, which has reduced our overall support volume. ### 2. Thank you Boomtown! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2020 **What do you like best about OvationCXM?** Boomtown has saved me and my sellers numerous times when it comes to tricky network setups and helping to push my accounts across the finish line (sometimes at a moment's notice). You all make such a big difference in my work since you help to connect the dots for those network issues that I am not an expert on. Also, I appreciate the speed and professionalism Boomtown takes with each of my sellers. I send most of my sellers to Boomtown since I know the job will get done the first time correctly, and if it's not, it will get fixed. Thank you for all you do, Boomtown! **What do you dislike about OvationCXM?** Sometimes there is a little inconsistency when it comes to the level of knowledge the techs have on my specific Square for Restaurants product, but luckily I have already taught my sellers how to navigate the app long before a tech arrives onsite. Also, if I could think of anything else I would want from this product, it would be more resources for my sellers when it comes to trusted networking equipment like switches, routers and access points. Some of them have original equipment that is very old, and it would be great for you all to push them to update that stuff more consistently. Otherwise, keep doing what you do! **Recommendations to others considering OvationCXM:** Be sure to give them ALL necessary details about the case. **What problems is OvationCXM solving and how is that benefiting you?** Any customer who transitions from a legacy system with an old network NEEDS to go through Boomtown. Any of my sellers who have gone through Boomtown seem to get on the phone with me next time with a richer knowledge on how our peripheral hardware interacts with their point of sale. ### 3. Great response times, day to day support, adjusting jobs quickly and seamlessly **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel S. | Associate Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2020 **What do you like best about OvationCXM?** Their day-to-day team is very responsive and always professional. They actively look for ways for us to improve our communication and ultimately the experience of our merchants. **What do you dislike about OvationCXM?** Relay portal doesn't "look" great but a majority of the functionality we need day to day is there. **What problems is OvationCXM solving and how is that benefiting you?** Installations of point of sale across the United States for merchants who choose the 3rd party installer option. Benefits have been mostly seasoned technicians who are familiar with computer, printer, network, cabling and KDS equipment. ### 4. A Perfect Partnership for Continued Growth **Rating:** 4.5/5.0 stars **Reviewed by:** Gregory E. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 06, 2020 **What do you like best about OvationCXM?** Speed, Communication, Quality, Professionalism. Boomtown constantly delivers on providing a quick response, a quick turnaround, and almost always technicians who are professional and knowledgeable. They also allows to solve both onsite and remote problems. I can say with confidence that no matter if the work is scheduled a month out or day-of, the quality and knowledge is there, as is a positive attitude and general timeliness. **What do you dislike about OvationCXM?** Reliability, lack of deep product knowledge. Outside of the occasional problems with techs (showing up late, etc.) The only thing I would improve about Boomtown's current offerings would be the ability to delve deeper into the product they are working on. As an Implementation Lead, I encourage my direct reports to use Boomtown whenever possible to resolve technical problems during setup or troubleshooting. However, we almost always need to follow up with the clients afterwards and makes sure the software settings are set up correctly, even after the hardware has been set up to ensue that item / ticket routing to printers are done correctly, as that is not part of the current scope of work for Boomtown. If Boomtown techs could spend more time working with clients to ensure proper item routing, it would save lots of time and aggravation. **What problems is OvationCXM solving and how is that benefiting you?** Boomtown helps me solve remote problems (IP syncing, network connection problems, router configuration, troubleshooting) as well as onsite problems (hardware installation, wiring, networking, terminal removal). This work saves invaluable time and resources my team can use to provide personalized training and attention back to the client. ### 5. An amazing resource and partnership **Rating:** 4.0/5.0 stars **Reviewed by:** Ashley M. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 06, 2020 **What do you like best about OvationCXM?** Product knowledge. When we hire Boomtown's services, myself and my clients can rest with ease knowing they're receiving a professional touch with superior results. Further, their team consistently goes beyond out of their way to lend a helping hand outside of direct requests. For example, if I have a question whether peaked by curiosity or because I'm in a pinch, they never cease to step in with a helpful hand and great insights. Additionally, their flexible availability has been another one of their their biggest wins. If you've worked with restaurants, you know the availability from one to the next is never consistent. Nonetheless, their team is always able to come through and accommodate. **What do you dislike about OvationCXM?** Consistency. While most of the experiences they offer are incredibly helpful, there are the occasions where a technician may show up late, unprepared for the requested work order, or may have limited product knowledge. While these instances are not super common, this is definitely an opportunity for growth. However, in these scenarios Boomtown has been extremely receptive to feedback. **Recommendations to others considering OvationCXM:** If you're interested in utilizing Boomtown's services, I can confidently recommend them. If you decide to move forward with them, my suggestion would be to first dive in a consultation with the client you're working with to best identify their needs so you can provide as much detail as possible in the Boomtown request to ensure your needs are best met. **What problems is OvationCXM solving and how is that benefiting you?** Boomtown has helped close the gap on issues where our team is unable to do so. If assistance is ever requested for network troubleshooting, I can always rely on Boomtown's technicians and their wealth of networking knowledge. Additionally, their regional flexibility and affordability has been a huge problem solver and benefit as we look at scalability. ### 6. The future of support is here **Rating:** 5.0/5.0 stars **Reviewed by:** Jon G. | President, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** October 22, 2019 **What do you like best about OvationCXM?** Boomtown allows our staff to work more efficiently with our customers. If we aren't able to diagnose a technical issue, we can easily ping the Boomtown Support team either using their cloud-based dashboard called Relay, directly from the merchants POS or smart terminal, or through their app. Their team gets alerted instantly and our customers can expect a resolution quickly. **What do you dislike about OvationCXM?** Some organizations might be fearful that they are no longer owning the merchant relationship. This hasn't been an issue for our organization because we don't want to build out the 24/7 tech support infrastructure. Instead, we operate our in-house support from 8am-5pm CST. **What problems is OvationCXM solving and how is that benefiting you?** They are able to use their historical customer support issues to leverage future problems which result in faster customer service overall. ### 7. Incredible Platform : Measurable Results **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** January 14, 2020 **What do you like best about OvationCXM?** The onboarding, training and customer service teams are top-notch ensuring that you and your team get up to speed with all aspects of the platform quickly and correctly. Being able to customize and automate outbound communication, have a detailed CRM, be able to analyze leads' property searches and measure and report on agent accountability/lead strength/property details is invaluable. **What do you dislike about OvationCXM?** Their WordPress integration is locked down - it would be ideal if they loosened some of those restrictions allowing for a more fully-featured WP site. **Recommendations to others considering OvationCXM:** They don't offer trials, but ask for references so you can speak to BoomTown users whose business may look similar to yours. What benefits do they see? What challenges do they face? What do they wish they would have known at the onset? What integrations make their life easier? Who else did they evaluate - and why did they choose BoomTown? **What problems is OvationCXM solving and how is that benefiting you?** We needed an integrated solution for CRM/IDX-fed website with customization and drip automation across our brokerage and BoomTown delivers on all counts. We have streamlined our lead generation efforts and have realized greater gains in our reporting metrics as a result of this adoption. ### 8. Boomtown Allows us to scale our business **Rating:** 5.0/5.0 stars **Reviewed by:** randy h. | COO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2019 **What do you like best about OvationCXM?** Boomtown has helpful support and they really take the time to try to solve problems. They go above and beyond to make sure the customers are taken care of. **What do you dislike about OvationCXM?** I don't love their mobile app but it is getting a face lift soon so I am expecting big things **Recommendations to others considering OvationCXM:** you should sign up, they are great **What problems is OvationCXM solving and how is that benefiting you?** It takes a long time to hire and train a qualified tech support agent in our industry. Boomtown enables us to scale quickly by having access to their full team of trained agents. ### 9. Great idea **Rating:** 5.0/5.0 stars **Reviewed by:** Hector T. | Analista de Inventario, Enterprise (> 1000 emp.) **Reviewed Date:** April 23, 2019 **What do you like best about OvationCXM?** The App and the Relay is very nice but it can be confusing to understand and my relatives from out of state got one and are having trouble connecting with me. **What do you dislike about OvationCXM?** It doesn't work if you don't have the app actively open on your phone (or if the screen shuts off). **Recommendations to others considering OvationCXM:** I recommend it, it's a great application **What problems is OvationCXM solving and how is that benefiting you?** The communication is more fluid among all the members of our company ### 10. Impressive suite of integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Jeff K. | Lead UX Engineer, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 03, 2018 **What do you like best about OvationCXM?** I liked how easy it was to hook into other data sources (Salesforce) and my team has found the JIRA integration especially useful. I'm impressed by how many relevant, useful integrations there are available. **What do you dislike about OvationCXM?** There was a bit of a learning curve compared to other CS platforms I've used. **Recommendations to others considering OvationCXM:** Take full advantage of the integrations available. Bots are super useful for internal training. **What problems is OvationCXM solving and how is that benefiting you?** The support automation has made it easier for customers to self-serve and we've seen a drop in our daily contact rate. Compared to when we previously had multiple systems for communication, we now save a lot of time when pulling information on customers or transactions for compliance cases. ### 11. The most useful software I've seen in decades! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2018 **What do you like best about OvationCXM?** • Easy to use – simple interface • Automation that actually helps • Great onboarding and customer service whenever I need help • Bots are awesome • Easy multi-tasking • Single queue makes it easy to manage all conversations • Team chat makes it easy to work with vendors • Easy pre-built integrations to other systems and good APIs • Detailed reporting across team performance and ways to make operational improvements • Nice not having to pay per user so the entire team can be on it and work together **What do you dislike about OvationCXM?** • So many functions sometimes it’s hard to use them all, but once you learn it it’s great. • The bot building interface takes a little bit to get used to it • More flexibility in the platform would be nice (custom views, etc.) • Reporting is robust, but I wish I had more control over it to create custom reports from scratch **Recommendations to others considering OvationCXM:** Relay has made all the difference for our business! It's easy to use and its automation is very useful. Great onboarding and customer service whenever I need help. **What problems is OvationCXM solving and how is that benefiting you?** • We use Relay as the single software to support all of our customers. Relay has allowed us to add chat and SMS for support while making it easier and faster to respond to everyone. We have been able to automate a lot of our easy daily questions with bots. ## OvationCXM Discussions - [What is CXMEngine used for?](https://www.g2.com/discussions/what-is-cxmengine-used-for) - [View OvationCXM pricing details and edition comparison](https://www.g2.com/products/ovationcxm/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-16+04%3A37%3A44+-0500&secure%5Bsession_id%5D=cd16ebab-5b1f-46c6-b8c3-bb50675dd34d&secure%5Btoken%5D=dbb24d4f20580f19ba2dec6cd643197589bdb992503f2c4111b333b77d41040e&format=llm_user) ## OvationCXM Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Database Management - Data Workflows - Issue Management **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Artificial Intelligence** - Learning - Language - Conversational AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Generative AI** - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top OvationCXM Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,661 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,931 reviews) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - 4.4/5.0 (395 reviews)