xMatters

xMatters

4.4
(102)

xMatters is an intelligent communications platform that connects insights from any system to the people that matter.

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xMatters review by Todd H.
Todd H.
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"Intelligent communication platform"

What do you like best?

Mainly the platform is easy to use, allowing my team to exit the manual notification process when problems arise. The tool runs smoothly, especially after we move to the cloud. I love the design of the instrument, which is very easy to use. I feel the product does an excellent job and is very reliable.

What do you dislike?

There really isn't much, but some things should be mentioned anyway. First of all, an Android app is practically raw and outdated. Some of my contributors use the mobile version of xMatters a lot, so basically it's a problem for us. Secondly, it would be much better to have more useful things with each software update, which is not yet being practiced. In general, however, the program works well and doesn't bother with errors or anything like that, which is great.

Recommendations to others considering the product

I would recommend this product to anyone who is anxious to find a good replacement for a simple phone. Be sure to familiarize yourself with all of the options offered ahead of time, so that there is nothing holding back the work in the process.

What business problems are you solving with the product? What benefits have you realized?

xMatters allows us to effectively communicate disruptions and high-profile events to our internal teams, business partners and management. I am very pleased with the way this tool fits into our organization's process and helped us automate and achieve intelligent notifications. The advantage is the availability of a single notification tool, as well as the ability to schedule call rotation.

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xMatters review by Wes D.
Wes D.
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"Simple, easy to use product that is capable of anything you can think of and more"

What do you like best?

For me one of the key aspects of xMatters is it's ease of use. I have people using the tool who are experienced developers, i have young people and people who are nearing retirement using the tool across the globe and they all get it. The UI makes sense across generations and makes using the tool simple to use and role out across any number of use cases or functions. In addition to ease of use, i love the integration builder functionality which allows us to easily integrate our communications into a variety of other toolsets which ultimately helps us expand out scope and breadth of communications.

What do you dislike?

My main dislike (although i understand the logic) is the restriction of form input variable types eg boolean, string etc. I would love to see a date/time picker included as well

Recommendations to others considering the product

You really need to know what you want, there may be other tools available to you like Pager Duty or Mir3 etc that will plug the gap you're trying to fill and that's great but is that what you really want? Do you want to restrict yourself by just doing the bare minimum? xMatters can fulfil that simple "I need bulk messaging" as well as any other tool on the market, however In my experience the thing that makes xMatters special and allows them to stand out is everything else it's capable of from the integrations with other platforms right through to the Sales/CSM/Technical and Support staff who always go out of their way to ensure success, however you decide to use the tool.

What business problems are you solving with the product? What benefits have you realized?

Internal and external stakeholder technology incident notifications

Business and technology alerting

BCP alerting

What Incident Management solution do you use?

Thanks for letting us know!
xMatters review by Josh M.
Josh M.
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"Emergency Notifications (and more) Made Easy"

What do you like best?

xMatters has a user interface that is second to none. This not only makes generating messages to our employees simple but it also gives our employees a user friendly interface to manage their personal devices and priorities. In addition, the xM support team is easy to engage and extremely responsive. Even low urgency questions generally receive a response in just a few hours, if not less!

What do you dislike?

Lack of out-of-box integrations with some of our ITSM tool chains. This is a small item and a little unique to our situation because of toolsets we have today, but we had to work with xM to build a custom integration. Another small item, but working with subscriptions (creating, managing) to events can be tricky.

Recommendations to others considering the product

Areas of xM that really sold us include:

1) User interface and user experience, it's simply an easy platform to utilize quickly.

2) Integration options with other ITSM toolchains is awesome. (Currently using integration with our Service Management platform; targeting two more in 2019).

3) Their amazing customer support team and ease of obtaining time with solution consultants.

4) User Conference - this is an overlooked area but xMatters has done a great job of engaging their customer base and we find value in attending user conferences at different times.

What business problems are you solving with the product? What benefits have you realized?

We're solving multiple business problems. We utilize xMatters business continuity engine for emergency notifications to employees (i.e. weather related, safety notices) and we utilize the IT engine for Major Incident Management notifications to our IT staff.

xMatters review by Yash G.
Yash G.
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"X-Matters - One stop solution for IT alerting & on call management "

What do you like best?

The GUI is user friendly and interactive. The email and web integration feature is extremely powerful and has helped to connect with all apps and monitoring tools we wanted to connect. Besides the notifications related to updates to the tool are also consistent and are given well in advance to plan tasks & testing at user end

What do you dislike?

Haven't observed any shortfalls yet, the tool has been helpful to meet all current alerting requirements

Recommendations to others considering the product

Powerful alerting and reporting tool, Easy to integrate all trending IT service management and monitoring tools and deliver notifications effectively through SMS, CALLS and Push notifications.

What business problems are you solving with the product? What benefits have you realized?

1) Sending comms and updates for outages / high severity incidents

2) Capture alerts / abends from all monitoring and ITsM tools

3) Notify alerts through SMS, Call and push notifications

4) Preparation of on call roster for effective reporting of incidents

5) look up to identify the correct team and contact in the hour of need

xMatters review by Ashish Sethi - S.
Ashish Sethi - S.
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"xMatters keeps your business going"

What do you like best?

The automation on the tool and the seamless integration with other incident creation tools makes it super easy to use.

The tool is in cloud and access can be provided to each group manger to update the on call schedule and team members. This allows for the power in the hands of the users itself.

The interface is quite user friendly and administration is simple and intuitive. As such i don't see any competition of xMattters in the market at this time.

What do you dislike?

i am still thinking of the drawbacks on this and can only think about having some drag and drop features which would make it super cool.

Recommendations to others considering the product

going in he right direction

What business problems are you solving with the product? What benefits have you realized?

We are trying to manage all critical incident across the organization through xMatters on call support.

Some benefits are as follows:

1. reducing downtime of the incidents

2. reducing MTTR for critical incidents

3. On call schedule maintenance

4. identifying the root cause and correct resolution team with speed

xMatters review by Eric F.
Eric F.
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"Recently moved our alerting to xMatters"

What do you like best?

I like the ease of use provided by both the website and mobile app. I like the level of customization offered for both incoming alerts and outgoing notifications. Setting up schedules and rotations for all of our different teams is very easy and intuitive, and we can delegate permissions for those as needed.

What do you dislike?

My biggest issue is that there's currently no alert when the on-call schedule changes. Good news is that they are adding this feature in the next release.

Recommendations to others considering the product

Speak with the team, they were very helpful with providing us all details before implementing anything. They met with us in person to do a requirements gathering session, and to find out whether XMatters could meet all of our needs. After that, they were very hands on with us during the setup and implementation process.

What business problems are you solving with the product? What benefits have you realized?

Alerting for critical tickets in ServiceNow, as well as from other platforms like SCOM. Managing the assignments/comments of those tickets via responses within XMatters.

xMatters review by David G.
David G.
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"Awesome company to work with !!! "

What do you like best?

I like the functionnalities, the simplicity of the software, the mobile app, but I really appreciate the humans behind the company name. The support is really awesome if you consider that you don't relly need them so much.

It's the best I saw in my entire career so far. The management and the sales persons are really good persons too. They really listen to our needs so they can proposed a solution that fits the most for our company.

What do you dislike?

There's nothing I don't like about this company.

Recommendations to others considering the product

If you had doubts about considering this company in your POC... stop... and do it !!! It's probably the best company I had to deal with in my entire career.

The team will help you through the implementation via a launchpad. The consultant will also give you a great learning experience.

They want you to have an easy going experience for the implementation.

What business problems are you solving with the product? What benefits have you realized?

It is the best notification tool on the market right now. We just connect everything we have that requiers notification and it is very easy. No need to use all the "not completed" tools that are included in the software we have. We solved a lot of our "needs" by implemanting into the SaaS version of the tools so our users can use the mobile app instead of always connect to a computer using a VPN. Many hours saved to the support teams.

xMatters review by Natalie C.
Natalie C.
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"Great product which has streamlined and made vast improvements to our Major incident process."

What do you like best?

The speed and ease at which major incident comms can be sent out to stakeholders. It really is just the click of a few buttons. The app is very useful also, both to view comms and to view team rotas etc.

The wider user community has provided feedback that they like the choice in terms of how they hear about issues. They are able to sign up to specific types of issues and hear about them via the method they choose i.e they can turn off email and just receive texts.

The support and customer service offered by xMatters from initial on boarding through to go-live and ongoing development has been a really strong and a positive experience.

What do you dislike?

There isn't really anything that I can say I dislike about xMatters.

What business problems are you solving with the product? What benefits have you realized?

We are currently using the product for internal major incident notifications. xMatters has been integrated into our Service Now ticketing system. xMatters has helped to streamline the comms process and widened the methods for which we can communicate to users e.g by SMS, email and push notifications. The right people are now hearing about issues that will impact them within an appropriate time frame.

xMatters review by Kevin N.
Kevin N.
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"Great products, great company"

What do you like best?

We like the ability to give our users the flexibility to manage their own calendar, shift, rotation and also to add/remove their own devices.

The mobile apps is nice touch also.

The support team (when you need them!!) are really effective. During business hours, you have an anwser in the hour after having open the case.

What do you dislike?

There's nothing really I dislike. Having the OnPrem version for quite some years, it is nice to only manage the end-users part and not worry about the servers/databases, etc, etc

There have been some big outage in 2018, but we know that it is kind of a new cloud services so that might happen. They were really quick to resolved and informed us about the issue.

The one thing that xMatters does not offer that we would have love is the capacity to call-in to reach a group. We are still using GroupCall from our Paget service provider, but we would have love to have a unique number to reach a group (and forward the call to the active user in the group).

Recommendations to others considering the product

Consider using xMatters for the implementation (launchpad).

It will be so much easier and also you will learn a lot with the xMatters consultant.

They are there to make you life easier!

What business problems are you solving with the product? What benefits have you realized?

We were already using xMatters (on prem) so we did not have any problem with IT notification.

What we can now achieve, is extending the services to other users to do manual notification using the mobile apps (or the web page) when some situation arise.

xMatters review by Andrew S.
Andrew S.
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"xMatters Review"

What do you like best?

So intuitive to use and it's very user friendly, very customizable

What do you dislike?

the reporting is good for messaging events, however some better reporting based on gap analysis and risks with staff having no numbers for example and also better analytics on system admin, e.g. account amendments. There is reporting there, but it's not overly intuitive, having said that, the xMatters team are aware and are working to address both of these.

Recommendations to others considering the product

I see 3 benefits and selling points with xMatters;

1) The customization, with enabling teams and individuals to really customize their user experience, through the use of managing your own devices, the priority thresholds and even adding times you want to be notified between, couple this with the power of subscriptions, then users can really have a customized experienced.

2) The reporting that exists within xMatters is great - Being able to clearly see who gets notified, to what device at what time and who has respond and what they responded with is a great tool for xMatters admins, IT staff and even HR/Resilience staff.

3) Peace of mind - When a messaging event is sent, there's peace of mind knowing that there is consistency with the delivery of the messages sent, if that's via SMS, Phone call or even mobile app.

What business problems are you solving with the product? What benefits have you realized?

xMatters was able to ensure we're able to effectively and efficiently able to communicate with our staff for IT alerts, ensuring the right people are made aware at the right time through the use of groups with shifts and rosters, whilst also ensuring we can communicate with our staff in the event of a crisis.

xMatters review by Li C.
Li C.
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"xMatters and ServiceNow !"

What do you like best?

The product was quick and easy to install and use. The integration into ServiceNow was comprehensive, documentation was great and support answered questions quickly with a thorough knowledge of the product.The mobile application interface was clean and simple to use.

What do you dislike?

a way to possibly update events via an API. Our integration in servicenow included communication into tickets and the ability to create an incident that talked back into a xmatters event but the ability to create an incident from xmatters out of the box would be nice. This was easy enough to get up and running with work from the development team but native integration would be good to see on the roadmap.

What business problems are you solving with the product? What benefits have you realized?

The ability to have upper management effectively use our incident process with Servicenow coupled with conference calling facilities, using xmatters as the mobile front end has eliminated the training overhead using our ITSM package and condensed it into an easy to use mobile application with the click of a few buttons.

xMatters review by Jim D.
Jim D.
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"A tailored Business Continuity solution"

What do you like best?

The Advanced Communication Designer is what sets xMatters apart from the competition. Custom easy to build forms, when combined with scenarios makes xMatters the easiest to use messaging system on the market. For those that send messages infrequently, there is little to remember about how to send messages. Simply choose a form, fill in the pre-defined fields and send the message.

What do you dislike?

There is very little I would change about the xMatters business continuity product. One minor gripe is when I use the mobile client to send a message, I am able to choose who will receive the message, but no not able to choose which devices they will receive the message on.

What business problems are you solving with the product? What benefits have you realized?

We were looking for a simple to use, reliable mass notification system for emergencies alerts and we found it with xMatters. We use the product primarily for unplanned office closures and thus far have been very happy with the results.

xMatters review by Mark A.
Mark A.
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"Vital tool for on-call support "

What do you like best?

It is important to realize that xmatters is anything but difficult to utilize. As of now the stage has not given us any issues, everything has come up extremely well, particularly since we moved to the cloud. I am pleased with The warning capacity particularly telephone calls. Something I like best is about the interface which is anything but difficult to utilize. This item feels safe to utilize and is extremely sheltered.

What do you dislike?

We require a superior working application to oversee tickets from cell phones. It likewise needs easy to understand self-benefit alternatives. It likewise should be more light-footed and adaptable. The API opens the stage for extra utilize, however requires an engineer to execute. No calendar available for customers including future updates and maintenance

Recommendations to others considering the product

It requires somewhat more specialized setup than other comparative items. In any case, it offers a great deal of adaptability. Give all the more announcing abilities and setup use. However, the help was extraordinary. There are small improvements that could be added to the process, which has been suggested to xMatters teams and development. Time is needed to build and implement such functions, but we expect certain functions to be improved or added in the future!

What business problems are you solving with the product? What benefits have you realized?

xMatters is light years from different arrangements and we have been utilizing it with incredible accomplishment for quite a long while. The general population who work for the organization are exceptionally responsive to client demands.

xMatters review by Eric F.
Eric F.
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"Solid communication assistant "

What do you like best?

It is necessary to know that xmatters is very easy to use. Currently the platform has not given us any problems all come up very well, specifically since we have moved to the cloud. I am delighted with The notification function especially phone calls. One of the things I like most is about the interface which is very easy to use. This product feels safe to use and is very safe.

What do you dislike?

We need a better functioning application to manage tickets from smartphones. It also lacks easy self-service options for users. It also needs to be more agile and scalable. The API opens the platform for additional use, but requires a developer to implement. For example, there are no ready-to-use integrations with Microsoft Outlook (calendar sharing) or Sharepoint.

Recommendations to others considering the product

Carefully summarize your requirements for existing integrations. It requires a little more technical configuration than other similar products. But it offers a lot of flexibility. Provide more reporting capabilities and use of configuration. But the support was great.

What business problems are you solving with the product? What benefits have you realized?

xMatters is light years away from other solutions and we have been using it with great success for several years. The people who work for the company are very receptive to customer requests.

xMatters review by Bradley S.
Bradley S.
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"Is The Most Solid Communication Assistant"

What do you like best?

The best thing about xMatters is that the software actually maintains all needed options for reporting management. Conferencing bridges, shift schedules, multiple types of reports are supported out-of-box, which makes this prog live up to its predestination without any questions on its overall efficiency.

What do you dislike?

it would be much better to have more useful things coming with each software update, which isn’t being practiced yet. In general, though, the program works fine and doesn’t bother with bugs or anything like that, which is great.

Recommendations to others considering the product

I would highly recommend this product to everyone who is eager to find a good replacement for a simple duty phone. Make sure to get acquainted with all offered options in advance, so that there is nothing to hold the work down in the process.

What business problems are you solving with the product? What benefits have you realized?

I can tell that the program has a lot of potential, especially when it comes to functionality. Very intuitive and rapid, and doesn’t cost that much, by the way.

xMatters review by Lizzie S.
Lizzie S.
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"A great system for Business Continuity/Incident Management"

What do you like best?

The simplicity of the system - it does exactly what we need it to do and is easy to use from an Admin and General User perspective.

What do you dislike?

There's not much we don't like.

There are areas we don't use/need and it's not possible to hide them in our instance.

What business problems are you solving with the product? What benefits have you realized?

We are using the system for Incident Management and trying to ensure that all our staff see important messages related to Business Continuity and Disaster Recovery. It fits very well into our communication processes and into the business.

With this system, and our current implementation of the data sync with our active directory, we are able to target our staff by email and SMS message to work mobiles without them submitting any information.

xMatters review by Cathy W.
Cathy W.
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"Best Upgrade"

What do you like best?

Whenever I came across any issues that I could not solve, the support team where very helpful and responsive in coming up with solutions.

What do you dislike?

Nothing much - they are all very helpful whenever I need to contact them.

What business problems are you solving with the product? What benefits have you realized?

User had requested if it was possible to send notifications (SMS's) from an email. I was not aware of this feature, asked xMatters experts and was given a link to a knowledge article which stepped me through how to set this up. I have since set it up in our Non-Prod region and have tested successfully with the user.

The user has now asked if it can be done with other emails - I have advised them that it is possible to do using a subscription on the current Comms Plan -this was confirmed by our xMatters solution consultant. (Louise) - She is very helpful with any questions that I may have.

xMatters review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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"Reliable Application"

What do you like best?

1. Easy to use and manage, the application is so easy to understand that we do not provide any technical assistance or training to our users

2. 99% availability, we have not seen any outage whatsoever since 2017. Although there were issues with few network providers but xMatters was always available

3. Support team is very quick to response to any Severity tickets. The team understands our issues and responds to with logical explanation

What do you dislike?

1. Reports feature is very basic, group supervisor report is not available for admins

2. xMatters Role is not customizable

3. When user and group association is sync'd from Remedy to xMatters, then the roster in that group gets messed up. Need a way on how to associate a member in a group

What business problems are you solving with the product? What benefits have you realized?

1. We are using an event management system 'BPPM' which triggers critical events (application/infrastrucre monitored events) to BMC Remedy resulting in Incident creation. With the help of xMatters, Remedy sends notification to end users resulting in rapid restore of the services.

2. We are also using the xMatters to send broadcast message to customers to update about any incident, which comes really handy.

xMatters review by Administrator
Administrator
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"Precise Accurate Timely Notifications "

What do you like best?

Ability to quickly adjust shifts for our mission-critical global support teams.

What do you dislike?

We seem to have quite a few service degradations, and I appreciate the transparency but when the application is used to notify engineering teams 24x7 of break-fix issues with customers on a 15 minute SLA, we cannot afford to that text message not sent or phone call not made.

Support staff seem to require multiple back and forth emails before understanding the issue and explaining why the product might function in its intended light. Leveraging some documentation or engaging the product team in various issues might be a good opportunity to provide application feedback.

Recommendations to others considering the product

Fully understand your use cases and pilot them out on the xMatters platform versus backing into them post-implementation.

What business problems are you solving with the product? What benefits have you realized?

We notify our 24x7 support staff of client break-fix issues with an aggressive SLA of less than 15 minutes. Many of our engineers respond within 4 minutes using the xMatters tool.

xMatters review by Dean R.
Dean R.
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"Excellent product that provides flexible and efficient solution to our users."

What do you like best?

The ability for users to set up both simple and complicated rota's and the flexibility it offers when configuring how and when individual devices are contacted. Also, the ease in which temporary cover and absences can be added to an ongoing rota. The mobile app works really well and has been improved significantly, offering a useful method to receive callouts in addition to quickly referencing when you are next on-call. My experience with various members of the support team has been excellent, they very knowledgeable and deal with any issues and queries efficiently.

What do you dislike?

Custom message recordings need to be scaled down to low quality files in order to be uploaded to the system. We only use one for our company name so it's not really an issue once you get the file into the correct format.

What business problems are you solving with the product? What benefits have you realized?

The key use case is for incident assignment. We have customised the integration to allow a duel-channel callout for incidents requiring attention, so that separate alerts can be sent to both the assignee and the incident manager if necessary. Along with some work on integrating with our monitoring systems, this has allowed us to significantly reduce the time it takes to get an incident assigned from the time an issue is picked up.

We also use the conference bridge to enable incident managers to collaborate with specific support teams in the event of a major incident.

xMatters review by User
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"Solid product with a great outlook"

What do you like best?

There's a few things I like xMatters. For one, I like how simple the UI is for the mobile app and the web console. This allows our users to manage their profiles on their own and creates a the basis for helping our users be more receptive to this paging platform. Also, I like the simplicity of the integration options with other tools, coupled with the fact that more options are coming is promising. Overall, keeping things simple is a strength that I've seen this product have through and through. I believe that it's simplicity establishes the platform which ensures a great outlook for the future. Thanks guys, keep on keeping it simple and straightforward.

What do you dislike?

Having praised the simplicity of the UI there really is just one aspect that I don't like. It's the reply options on the mobile app: Respond , Ok, Respond now. To me, there should only be one screen with the options, a user shouldn't have to go down another level to ultimately respond. These options should be straight to the point: OK, Comments, etc. would

Recommendations to others considering the product

Give them a try and I'm sure you'll see that the support they provide from start to finish to ongoing will prove you'll be pleasantly surprised.

What business problems are you solving with the product? What benefits have you realized?

Our command center (operations) currently uses xMatters for paging out on-call individuals for incident management. Because xMatters supports the most widely used mobile platforms (Android and iOS) we are able to offer the solution to a wider audience. Prior to xMatters we had a home-grown solution which was limited to Blackberry. Opening this up to a wider audience meant that we were able to allow more teams to be engaged.

xMatters review by User
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"xMatters is great for communicating with your team for various purposes."

What do you like best?

I like that it's used for incidents as well as non incident related paging such as keeping the employees updated of an ongoing and emergency events. It also allows you to map time tables to make sure you only get paged when you're on-duty and that it escalates to backup or next level when you miss anything.

What do you dislike?

I dislike that integration has to go through the admin instead of having in-built functionalities like a custom webhook that is user-configurable without having to go through much fuzz. We have some tools that have this functionality which makes it easy to integrate and implement.

Recommendations to others considering the product

It does what it's setup to do on our end.

What business problems are you solving with the product? What benefits have you realized?

Much like many, we're solving the efficiency of organising on-call and on-shift resources and to make sure that alerts go to the right team every time. The benefits we realised include efficient alerting and communication within the organisation.

xMatters review by Toby M.
Toby M.
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"Xmatters"

What do you like best?

The xmatters tool takes all the hassle out of contacting our on call resources out of hours. We dont need to worry about who to contact, the tool and the schedule built into it does that for you.

I also like that all transactions are tracked so we can look back at who was called and when.

What do you dislike?

The conferencing call feature of the tool isnt that intuitive or self explanatory. We dont get many OOH calls so it can be some time in between uses, therefore our staff often forget how to use it. They forget to add them selves to a call or they forget to update their device details so calls or messages dont always come through. Not really the fault of Xmatters, but something to be mindful of if its not going to used that often

What business problems are you solving with the product? What benefits have you realized?

We use the xmatters purely for OOH communications and call outs.

xMatters review by Executive Sponsor
Executive Sponsor
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"Empowering end users to manage thier rotations."

What do you like best?

That I can turn over the management of notifications to the notification teams instead of being the bottleneck to configure it for them. The integration is robust and customizable to work with complicated business processes and conditions. Especially now that its a cloud solution, that makes it an extremely attractive option to meet our needs. Another big plus is the online documentation/how to's.

What do you dislike?

For what I require of X-Matters, I don't have any dislikes.

Recommendations to others considering the product

When integrating with an ITSM system, optimize your configurations for targeted notification teams and consider building an automated solution to keep the configuration between your system and x-matters in sync, as it can get frustrating when things don't match and pages don't go out as expected because of a manual typo.

What business problems are you solving with the product? What benefits have you realized?

We were able to quickly implement for high urgency Incident notification after hours support integrated with RemedyForce for a particular support group that is outside our typical support model.. I used this product at a previous company I worked for and recommended it again to solve my needs in paging for incident management tickets.

xMatters review by Rahul S.
Rahul S.
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"One of the leading notification tools in the market"

What do you like best?

I've been working on xMatters for a while now and best things I like about the tool is the reliability, ease of use and effectiveness as a notification mechanism. It integrates with external tools seamlessly and notifies on alerts/incidents. It also provides lot of configuration options for setting up team roasters, supports multiple devices and snooze options to name a few. It also has a fancy mobile app that enables end users to accept notifications on the go.

What do you dislike?

Since migrating from on-premise Alarmpoint to xMatters on demand platform, we miss the option of accepting bulk notifications from the console, which unfortunately is not available in xMatters on demand platform. This option is useful specially during flood scenario's and during testing where it's easy to accept notifications in bulk.

Recommendations to others considering the product

Nice product, does what it says!

What business problems are you solving with the product? What benefits have you realized?

Facilitate engagement of the right people to solve the issues thus enabling teams to reduce downtime and meet SLA's

xMatters review by Scott H.
Scott H.
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"xMatters for Incident Communications"

What do you like best?

Simple UI allows users to easily send out major incident communications reducing the time taken and enabling them to worry about resolving the incidents.

What do you dislike?

Promoting communication plans from Test to Prod is more challenging that it needs to be.

Recommendations to others considering the product

Try to use as many out of the box features as possible.

We wrote a lot of code in the Integration builder and it's a challenge to make changes.

What business problems are you solving with the product? What benefits have you realized?

We have enabled our MIMs to be able to amend pre-scripted comms greatly reducing the time spent manually typing information. The tool also allows us to send messages via an app, SMS, email and post to Workplace by Facebook all from one form.

xMatters review by Administrator in Building Materials
Administrator in Building Materials
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"xMatters Implementation"

What do you like best?

The documentation provided to setup integration was great. This was my first foray into setting up integration and the documentation made it easy to complete and work straight away.

The support also from xMatters when raising a ticket was great. I got the same speedy response and great detail on both my Severity 2 and Severity 4 tickets.

The interface is also clear and easy to use both on Mobile and Desktop.

What do you dislike?

I would like a bit more flexibility in the mobile app where I can move around the icons in a different order for iOS and ability to add attachments in the event after it has been initiated on xMatters side instead of only comments.

Recommendations to others considering the product

Give it a try and see if it works for you.

What business problems are you solving with the product? What benefits have you realized?

A centralised communication method that can be used easily and quickly for members of the team.

xMatters review by Priyanka R.
Priyanka R.
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"xMatters - best intelligent notification tool"

What do you like best?

xMatters is an intelligent tool which immediately informs of a P1/P2 ticket being generated which actually helps save lot of manual effort and the response SLA is being met in a jiffy.

It also provides shift roster management which helps all businesses to get this configured per their need.

What do you dislike?

Auto generated report mechanism and full fledged auditing not being enabled.

Recommendations to others considering the product

This is the best intelligent notification tool available.

What business problems are you solving with the product? What benefits have you realized?

It removes the manual effort of monitoring queues for P1s/ P2s and immediately calls out if there is any. It helps clients meet their response SLAs being met in a flash.

xMatters review by Consultant
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"xMatters is widely used in our organization and it is a great tool for calling oncall resources"

What do you like best?

the overall concept of xMatters which is mainly used for calling and messaging resources for P1 and P2 tickets is an excellent tool that we have. many clients are now using xMatters and they have improved their turn around time during high priority tickets without manual intervention during notifying the resources.

What do you dislike?

currently we do not have the inbuilt reporting functionality and we are manually reporting. the other important point is the automated monitoring of h the xMatters tool which has to be improved.

Recommendations to others considering the product

xMatters is a great tool for messaging and calling

What business problems are you solving with the product? What benefits have you realized?

Our main users are oncall resources and helpdesk,and it is heavily being used for high priority tickets when the oncall resources needs to be engaged. the benefits of this are we have removed the manual intervention and reduced the human effort and errors.

xMatters review by Isaac C.
Isaac C.
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"ON-call paging and notification for IT team."

What do you like best?

I like the multiple notification methods including the APP. If I miss the call I know I will get it via sms or phone call. I also like the flexible timing for multiple notifications and escalations.

What do you dislike?

There is so much flexibility, the initial configuration was tricky to get what I wanted. It's not a bad thing, just slowed down my initial setup.

What business problems are you solving with the product? What benefits have you realized?

Support team notification for High tickets and outages. This allows us to rotate team members and escalate with the automation. There is no need for team members to manually notify Management or other team members.

xMatters review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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"xMatters Review"

What do you like best?

This is a very flexible solution to meet user business requirements. I really like the constant innovation I see in each release. There are always new product features or new integrations to support our business.

I also find the support to be excellent. Responses to my questions are prompt. The online knowledge base, videos, and development documentation are the best of any platform I've used when I've needed support.

What do you dislike?

I would like to see better reporting. It is difficult to slice the data, so more flexibility in reporting would be helpful.

What business problems are you solving with the product? What benefits have you realized?

On-call scheduling and notifications. Mass customer notification. Incident management. We've seen improved response time for incident management, especially for after hours scenarios. Our support teams are in remote locations, so getting the right people together is done much easier.

xMatters review by Luke K.
Luke K.
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"Review of xMatters"

What do you like best?

Ease of use

Escalation process is clear

Easy to integrate with other application

Report data can export to excel format

Customizable message and response

No short code, direct number so user not confuse

Apps - Andorid and IOS can operate easily to send and receive message

Allow to make comments

User can change the choice before terminating the call.

Programming environment for workflow - JSON

API can integrate allot of application

What do you dislike?

not really any dislike of xMatters features.

Recommendations to others considering the product

Robustness

Able to Schedule

What business problems are you solving with the product? What benefits have you realized?

Fastest response and getting the right person on the job.

xMatters review by Steve W.
Steve W.
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"xMatters is a flexible tool that can be utilized to communicate in any scenario"

What do you like best?

The flexibility the integrations offer, and they ability to tie together multiple applications into an effective notification toolchain. We use xMatters for our ticketing notifications, as well as monitoring tools.

What do you dislike?

The reports and reporting options could be more flexible. If reporting was modular, and reports could be created on the fly by end users, we could build reports in xMatters directly.

What business problems are you solving with the product? What benefits have you realized?

We find the right person to notify with the absolute least amount of effort using xMatters. We can tie together notifications with ticketing software, or monitoring tools, and automate notifications and responses.

xMatters review by Irfan A.
Irfan A.
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"xMatters is a great communication tool!"

What do you like best?

Sending Alerts to various teams in xMatters is intuitive to our business operations. This feature allows quick collaborations and solutions in emergency situations.

What do you dislike?

The reporting sector can be improved. The reporting tool needs more customization for manually created messaging templates. The reports also need to be retained for a longer period of time.

What business problems are you solving with the product? What benefits have you realized?

We are utilizing xMatters for IT related outages, meeting room assistance, and any type of significant hardware issues that requires immediate response. The benefit of using this platform is that we are providing quick solutions for our end users.

xMatters review by Odie R.
Odie R.
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"Looking forward to Use On-Call Scheduling and escalation features"

What do you like best?

Having the On-Call Scheduling and escalation features will help our team to manage our time efficiently focus more on other timely support roles while issues are being resolve. Calling on-calls takes time. The more if acknowledgements or response is not received as we need to do escalations.

What do you dislike?

We are still at the implementation stage

What business problems are you solving with the product? What benefits have you realized?

We are able to automate some of the processes and gives us the ability to manage our time efficiently.

Integrating it to our internal ticketing system sets up the stage for better Incident Management

xMatters review by Christopher P.
Christopher P.
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"Game Changer for Our DevOps Transformation"

What do you like best?

Without a doubt, the ability to integrate with EVERYTHING is where xMatters sets itself apart from the competition!

What do you dislike?

The web interface can be clunky and confusing for those not familiar with the app. What should be simple tasks, such as scheduling or bulk loading users, can be an overly complex experience.

What business problems are you solving with the product? What benefits have you realized?

We are using xMatters as the glue to tie together all of our existing DevOps Tools. The platform has been a fantastic way for us to promote a DevOps culture in an otherwise classic IT organization.

xMatters review by Geoffery C.
Geoffery C.
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"Great Product"

What do you like best?

The ease of the product and how it tracks all alerting within ServiceNow. How it updates the ServiceNow incident with everything the user does.

What do you dislike?

It doesn't have a notification of when you go on call. The on-call schedule for yourself within the mobile app. We don't have back on-call associates. We escalate straight to the manager and when we look at our schedules on the mobile app we have to filter it every time to only show primary. It doesn't really tell us when our next on-call week is. It just 7+ days.

What business problems are you solving with the product? What benefits have you realized?

Better alerting for critical alerts. One of the biggest benefits we have is all the tracking xMatters does within ServiceNow for any ticket alerted to the on-call assoicate.

xMatters review by Administrator
Administrator
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"Outstanding support and reliability!"

What do you like best?

I work with several third party products and xMatters has the best support of them all. Another great compliment is the reliability of the service which says a lot about their expertise. xMatters has weekly releases with no downtime and I never worry about them doing maintenance as there's been no issues.

What do you dislike?

I would say rolling out of new features might be slower but I'll take that as long as the service continues to say reliable.

Recommendations to others considering the product

I recommend this product, it's

What business problems are you solving with the product? What benefits have you realized?

Major Incident Management. We've reduced the time it takes to page out application support teams by automating the on call schedule and escalations. We've also automated some steps to lighten the workload on incident managers.

xMatters review by User
User
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"Xmatters has made sending internal communciation to teams easier and more efficient. "

What do you like best?

It helps me get out important information to my team faster and has everything in one place for easier access.

What do you dislike?

One of the dislikes I have is we have setup Xmatters to send red reports internally to our different teams, and when sending them we have 3 different templates that we use New, Update and Resolve. Would like to be able to move between the templates better, as I have to open two windows to copy and paste everything into the template again.

What business problems are you solving with the product? What benefits have you realized?

The environment makes things easy to find, so I am able to cascade information to my team. I am able to send out Red reports and pages to teams more efficiently.

xMatters review by Jennifer S.
Jennifer S.
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"It works, It is simple to use yet can easily be customised to fit your needs and great UI"

What do you like best?

Quick and easy user interface

Can easily be customised to fit the business need

Great support from xMatter from a simple question to anything your inner creativity desires. They will try and make it happen!

What do you dislike?

I havent found anything negative at this point

Recommendations to others considering the product

N/A

What business problems are you solving with the product? What benefits have you realized?

Management of major IT incidents

We were able to build a template, create a distribution group to effectively and easily communicate any high impacting incidents to the business in a timely manner.

xMatters review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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content

"One stop communications shop"

What do you like best?

The ease of configuration and the comprehensive scope of applications for a wide range of communication channels.

What do you dislike?

Vanilla notification templates were basic, and requires a small level of scripting knowledge to to take full advantage of template customization.

Recommendations to others considering the product

Leverage the discounts of scale. Consider adopting xMatters as the single source tool for your entire communications channel, plan out what the channels are, and implement in stages utilizing the xMatters professional assistance to setup.

What business problems are you solving with the product? What benefits have you realized?

Used as a enterprise wide communications center of excellence. Involved in providing the following...

1. Event management notifications for technical support

2. Major incident and critical emergency notifications on demand to relevant technical, management and business stakeholders

3. BCP notifications to enact business continuity action plans for wardens and staff

The creation of a centralized communications COE has allowed us to leverage licensing costs and provide a self service facility for our users to consume informational notifications that are relevant to them via their preferred communications channel...be it voice, email, sms or mobile app. It’s all about convenience for the consumer.

xMatters review by Internal Consultant
Internal Consultant
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"Relying on xMatters for centralized escalation"

What do you like best?

xMatters makes management of teams and escalation schedules simple. The mobile app greatly increases hit rate when escalating off hours. The APIs make extrenal integration simple.

What do you dislike?

Certain types of rotations don't always make it easy to tell who will be on call next week or the week after at a glance for team members to plan ahead.

Recommendations to others considering the product

xMatters is a great solution if you're working in other tools and just need an escalation management component. Competing tools provide additional functionality that may be valuable but may also be a waste of time and resources and over complicate the solution.

What business problems are you solving with the product? What benefits have you realized?

DevOps support of applications is greatly simplified by being able to manage rotatins centrally

xMatters review by Administrator in Government Administration
Administrator in Government Administration
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"Great communications tool"

What do you like best?

How easy it is for the user. We have been using Xmatters for over 2 years now and its user friendly and easy to manage messages, groups and export data when needed.

Great customer service too. We like the fact that we can use on our phone (app) or via website.

What do you dislike?

Conference call issues - sometimes the call goes to voicemail when we have set up not to. But Xmatters support team is looking in to this so hopefully rectify soon.

Recommendations to others considering the product

Easy tool to use in an emergency.

What business problems are you solving with the product? What benefits have you realized?

Xmatters is our main communication tool outside work email and services. We use Xmatters for all our BCP matters as well as ICT network breakdowns.

xMatters review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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"Better than the Homegrown"

What do you like best?

It allows for shifts and multi levels of involvement. Not everyone is a programmer not everyone is a user, this product gives the best of all worlds my not subjugating a user to a programmers position. It is easy to use the base product and it is easy to learn the in-depth pieces when wanted.

What do you dislike?

NO on page help screens, such as when I needed to set up shifts for my team, it did not tell me that overlapping shifts would page everyone in both shifts at the same time.

Recommendations to others considering the product

This product can and does work for you. It is easy to setup, and mostly intuitive, but what I thought was fantastic, as you add more usefulness to your business by expanding the products use in your business, the more likely you will get a price break for each user. We will eventually have all our technical groups in XMatters and when we do, paging and problem solving will become easier.

What business problems are you solving with the product? What benefits have you realized?

We will be solving a multilayered problem where everyone is doing their own thing now, but soon will all be announcing their on-calls in one place thus allowing us to announce problems in one place and stop us from searching for an hour for one name or number.

xMatters review by Internal Consultant
Internal Consultant
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"xMatters deployment in global top 5 banking institution."

What do you like best?

xMatters ability to integrate with our global event management systems and process approx. 50,000 events daily and deliver them successfully as Mobile App/Voice/SMS/email notifications to IT support personnel. No other vendor could deliver the capacity to deliver the volume of IT events occurring in our organisation.

What do you dislike?

Our users resistance to move to the Mobile App as they prefer to use traditional delivery mechanisms such as Voice, SMS and email. It's a culture change for our IT support personnel but one that xMatters is committed to helping us with to improve penetration rates with the Mobile App.

Recommendations to others considering the product

No other product that we've looked at can cope with the large scale events volumes that we need to process as notifications.

What business problems are you solving with the product? What benefits have you realized?

Our primary requirement is we needed a system that could send real time notifications to support personnel informing them of IT events requiring their attention. We needed it to integrate with Interlink BES and have the capacity to process our alert volumes which xMatters does fantastically, whatever we try and throw at it.

We also use xMatters for sending Major Incident Notifications to Senior Execs which has improved our Exec engagement ensuring they are kept up to date on major IT incidents affecting our organisation globally, something previously we replied on manual processes to keep everyone informed.

The ability to send notifications to Execs to attend Management Escalation Calls has also been deployed, reducing the time it takes to convene and users to join calls which has been a welcomed efficiency save.

xMatters review by Jeannette N.
Jeannette N.
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"Great with notifications"

What do you like best?

I like that you can customize a message to a massive amount of groups at once. There are various types of Cisco Web Ex integrations that make it handy for setting up meetings.

What do you dislike?

I don't like that the auto discovery is very slow on a regular basis and it almost seems like it can not keep up with the keys you are typing. More flexibility within the scheduling options and On Call calendar customizations- especially allowing for custom schedules.

Recommendations to others considering the product

Allowing for more custom scheudles so teams who have non- traditiaonl schedules can accomidate that rather than having to create duplicates.

What business problems are you solving with the product? What benefits have you realized?

Communications being sent out to management across multiple platforms.

xMatters review by Administrator in Telecommunications
Administrator in Telecommunications
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"xMatters is a growing flexible and very usable notification tool / platform"

What do you like best?

I like the REST API (and look forward to its extention)

What do you dislike?

I support hundreds of users and if I am working on a large list I often have to log in as the user and then have to log out completely and then back in as myself find the next user, log in as that user. do whatever log out of the system relog as myself etc etc etc.. there should be a way for admin users to go back to themselves without having to go through all that mess

Recommendations to others considering the product

Use it, ask questions, delve into whats available and search the store for existing tools to make things even easier

What business problems are you solving with the product? What benefits have you realized?

we are actually looking at multiple ways to accomplish things. currently we use xmatters to notify the oncall tech when a particular issue occurs. we also use it to notify executives of outages etc.

xMatters review by Nimesh N.
Nimesh N.
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"Great experience in customer relationship management"

What do you like best?

Appreciate the outlook towards meeting customer needs and ensuring right satisfaction.

What do you dislike?

Not knowing who all are the right stakeholders in customer organization.

Prioritization meetings and relationships need to be maintained.. with right experience eventually being a give and take.

Roadmap overview and anything that xMatters can proactively do for the customers at free of cost

What business problems are you solving with the product? What benefits have you realized?

Meeting all major incident management technical bridge setup and group notifications via xMatters

xMatters review by Brian A.
Brian A.
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"Great product and organization, but high priced"

What do you like best?

reliable OnDemand cloud platform, easy to administer, knowledgeable and quick to respond support.

What do you dislike?

High per user cost model necessitates increased license management and increased defensive justification to customers against competing products.

Recommendations to others considering the product

Requires an administrator with a stong development/coding or system administration background to lead the other teams that support the integrating products, unless you have strong developers in those organizations already.

What business problems are you solving with the product? What benefits have you realized?

Major and Critical Incident management notification

xMatters review by Amy B.
Amy B.
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"xMatters has been a positive experience and helped us improve in many areas"

What do you like best?

I like the subscription functionality, How easy it is to set up oncall groups and schedules. Integrations are so efficient.

What do you dislike?

I wish the reporting was better - There is not a lot of options

Recommendations to others considering the product

I would highly recommend it.

What business problems are you solving with the product? What benefits have you realized?

We have increased productivity in how fast incidents are addressed. We also have been able to utilize xMatters to communicate outages to the business and our customers.

Kate from G2 Crowd

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xMatters
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