No more typing reviews! Try our Samantha, our new voice AI agent.

Clarity SM vs Hornbill Systems Supportworks comparison

Sponsored
 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
636
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (19th), IT Service Management (ITSM) (20th)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), IT Service Management (ITSM) (31st)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…
it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Automation Anywhere has positively impacted my organization by providing a lot of hours and dollars saved for many business teams across the company, and it helps spark ideas for people to look at their own business processes and learn how to automate them from end to end."
"The best part about A2019 is its ease of use. You don't need to be a coding champ or an expert to use and implement A2019 in automating tasks. It's very easy to learn, tweak, and implement in your day-to-day tasks, especially features like capture/record is completely marvelous."
"This solution is easy to use and easy to learn compared to Blue Prism, UiPath, and others."
"Very comprehensive with different platforms especially SAP and Oracle EBS."
"It helps to improve and optimize processes. It eliminates some of the manual tasks, so we can save costs."
"This is the right platform and choice, as every business needs to be at this pace and cannot ignore automation if you really want your company to get to the next level and be at par with competitors."
"The product has improved our organization cost-wise and bank savings in transactions. Everything has been changed for the better."
"The most valuable feature is the Excel operations because the most repetitive task which we used to do was Excel operations, and Automation Anywhere has the Excel commands feature where we can run Excel Macros, which is very valuable and is saving so much time for us."
"It's fairly easy to use, from a UI standpoint."
"In addition to IT, we also use this product on our business side to manage lobby flow for clients and workflow for our client service staff, and the product has allowed us to efficiently manage workflow, measure performance, and analyze customer service measures."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"I would highly recommend to install CA, not only the CA Service Desk Manager tool, but the overall value that CA portfolio products can bring."
"Customizability. You can easily make your own tables and add fields."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"The product is quite stable and highly scalable."
"It enables our coordinators to connect to our customers, and our customers are number one."
"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
 

Cons

"More interactions with PDFs would be great for Automation Anywhere. The ability to use more legacy technology for object cloning, flash plugins, etc. A lot of their Excel commands could use some improvement."
"There are a number of current tools which can be improved because they have many limitations. Like some better controls in emails, and better support for features in Excel and PDF."
"I don't find a lot outside of the internal community forum."
"If we are going through the high availability in the IQ Bot setup, it's a bit complex."
"Cost-wise, it should be reduced."
"One area where I can see room for improvement is the training material that is available."
"I am looking into IQ Bot, but I wanted more out of it. I am dealing with a lot of scanned documents. I want to see if Automation Anywhere can scan client emails for us because our clients send emails with some incidents and issues. We want to see how automation can automatically do the processing and create some structured data or automate bots to get work done."
"I would like to see a lot around API integration going forward, like the ability for other systems to talk to the AI better by opening it up. I would like to see more chatbots or anything in the journey of making it truly immersive for human workers working with these bots."
"More user experience in the look and feel of the application. ​"
"The Reporting part (Reports Tab) needs to be more robust and made less complex."
"The UI is old school with a lot of windows opening and slowing down the process of ticket creation by the end users."
"Customizing it is very, very difficult to do."
"Initial setup was complex, but normal."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"I would like to see the API cleaned up. Right now, because of the way CA works, they combine a lot of applications. But the API is a mess, it's hard to navigate, hard to figure out."
"Doesn't scale well."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"Customer Service: I'd rate it as a 5/10 or 6/10."
 

Pricing and Cost Advice

"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."
"Costs savings have been seen by employing bots for multiple shifts instead of people."
"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."
"The setup cost depends on multiple factors, so you need to get details before choosing."
"Our advice is that anybody interested in this product should negotiate product bundles in order to reduce the cost of installation and setup."
"Time and monetary savings can range from 20 to 90 percent."
"They are already coming out with a community license, which is really good. That's something that I wish to have."
"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."
"I think pricing of this model is suitable for growing corporations."
"The pricing is based on a subscription model."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"The solution is quite reasonable compared to other solutions in the market."
"Pricing is simple, as it’s per concurrent analysts."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"I don't see anyone other than large companies being able to afford this system."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
899,125 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
Financial Services Firm
25%
Construction Company
13%
Outsourcing Company
9%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business152
Midsize Enterprise82
Large Enterprise535
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
Ask a question
Earn 20 points
Ask a question
Earn 20 points
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
Supportworks
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Aylesbury Vale District Council
Find out what your peers are saying about Clarity SM vs. Hornbill Systems Supportworks and other solutions. Updated: May 2026.
899,125 professionals have used our research since 2012.