Directory IT Service ManagementITSM PlatformsFront

Front

About Front

Front is an enterprise-grade customer service platform designed to streamline complex customer operations through AI-driven automation and cross-team collaboration. It consolidates all customer interactions across email, chat, text, and other channels into a single shared inbox, providing complete visibility and context for every conversation. This enables teams to coordinate efficiently, reduce handoffs, and resolve high-stakes inquiries faster and more accurately.

Built for organizations with multifaceted support needs, Front leverages advanced AI capabilities to handle complex requests beyond simple FAQs, automating up to 70% of inquiries and continuously improving response quality. Its centralized AI command center orchestrates multi-step workflows and integrates with over 160 tools, eliminating operational bottlenecks and enabling seamless communication across departments. Front is ideal for enterprises seeking to enhance customer experience, operational control, and team productivity in industries such as technology, financial services, logistics, manufacturing, and professional services.

How to evaluate ITSM Platforms

This is how the CIOPages Research Team evaluates this category. It is not an assessment of Front. It comes from our Enterprise Service Management (ESM) buyer guide.

25%

ITSM Core

Incident, problem, change, request management; ITIL 4 alignment; CMDB accuracy; SLA/XLA tracking

20%

Enterprise Workflow

Non-IT service catalogs (HR, Facilities, Legal), low-code workflow builder, cross-department orchestration

20%

AI & Automation

AI virtual agents, auto-classification, predictive intelligence, knowledge recommendations, generative AI

15%

Self-Service & Experience

Service portal, mobile app, conversational interface (Teams/Slack), employee experience metrics

10%

Integration & Platform

API-first architecture, iPaaS connectors, ITOM integration, observability tool integration, SSO/SCIM

10%

Reporting & Analytics

Real-time dashboards, custom reports, trend analysis, executive scorecards, benchmarking data

Other ITSM Platforms Vendors

Related Buyer Guides

Our buyer guides across IT Service Management. Each one compares the main vendors in its category and what buyers weigh up.

CMDB & IT Discovery

Compare ServiceNow, BMC Helix, Device42, Flexera, Atlassian Assets, and ManageEngine — judged on discovery coverage, reconciliation, and service mapping, not the schema everyone ships.

Digital Workplace & Employee Experience

Compare Microsoft Viva, Staffbase, Simpplr, Unily, LumApps, Firstup, Workvivo, and Interact — with the suite-native-vs-dedicated-DEX call, and whether you can actually reach the frontline, as the deciding criterion.

Unified Endpoint Management (UEM)

Evaluate Microsoft Intune, Omnissa Workspace ONE, Ivanti, Jamf, ManageEngine, IBM MaaS360, and SOTI against your full device estate — where the win is on the macOS, mobile, and rugged long tail, not the Windows fleet every vendor handles.

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