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BMC FootPrints Service Core vs Sendbird comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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
6.8
Number of Reviews
666
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 (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
BMC FootPrints Service Core
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (27th)
Sendbird
Average Rating
8.4
Reviews Sentiment
6.1
Number of Reviews
13
Ranking in other categories
Help Desk Software (7th), Enterprise Social Software (5th), AI Customer Experience Personalization (2nd), AI Customer Support (4th)
 

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.
reviewer1765752 - PeerSpot reviewer
System Engineer at a manufacturing company with 51-200 employees
A flexible, comprehensive, integrated IT service and asset management platform with good technical support
We use BMC FootPrints Service Core to manage network issues, infrastructure issues, software issues, and ERP. We also use it to manage our facility. So, we do some work orders and also use it as an extra ticketing system Technical support is good. It would be better if it were more…
Shadrach Godwish Chukwu - PeerSpot reviewer
SDR and Workflow Automation Specialist at a tech services company with 11-50 employees
Organized real-time customer chats have improved support efficiency and response handling
One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. Conversations flow naturally, as though you are talking to someone in real time. If I could improve one thing, I would add more built-in analytics around conversations, such as clearer insights on response times, common issues, and agent performance. That would make it much easier to optimize support without relying on external tools. One improvement I see for Sendbird would be more flexibility in customizing the chat interface, especially around how conversations are displayed for agents. Sometimes, when handling multiple chats, having better layout controls or quick filters would make it much easier to stay organized. I also would appreciate more built-in analytics inside the platform itself, such as clearer breakdowns of response times, chat resolution rates, and common customer issues. Right now, you often need external tools to get that level of insights. Overall, it works very well, but those improvements would make the day-to-day support work much smoother and much more efficient.

Quotes from Members

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

Pros

"The graphical user interface (GUI) is very useful, since I don't know any coding languages. I have been able to be a developer with Automation Anywhere without knowing the technical background. I am a business user, and not needing the technical knowledge to use the system has been useful for me."
"Automation Anywhere stands out because it has brought productivity to the organization, improved customer service, accelerated business growth, and allowed for faster innovation."
"The Excel operations are very good."
"Before the automation, it used to take about two to three hours, now, with automation, it takes about 40 minutes."
"Features like reusing each and every piece of code for things such as login scripts and data extraction scripts helped us to speed up the implementation of PoC for the client."
"We have automated a few processes, which take four to five hours to do manually, and when we automated these processes that time became less than one hour with RPA."
"The product has everything that I want; I don't have to look for another tool to integrate with it."
"Automation Anywhere lets us do that, as users can develop the bots by themselves."
"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"Now all IT related issues, problems, changes and even projects are more controlled using Footprints."
"It is stable and its technical support is good and quick."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"​Ability to auto-generate email messages, process email messages, and approvals."
"The discovery feature is very flexible."
"Sendbird is a very strong, reliable tool when it comes to real-time communications."
"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."
"Sendbird is very flexible, and they have made great strides towards optimization."
"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."
"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."
"Sendbird is reliable and generally crash-free."
"Sendbird has positively impacted my organization by giving the users of my product a feeling of community that we wanted to give, which has really increased the app usage time."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
 

Cons

"The areas for room for improvement are always going to be around experience, making it even easier to get engaged, and get started. Because lowering that threshold to get started is what enables an additional set of problems to be solved."
"We face issues when we need to increase volumes. Currently, it is failing for some reason, and we don't know the reason. It fails or stops, then we need to see what is going on. We have to fix that, then our developers need to rerun it. These are mostly practical challenges for our team who uses it on daily basis."
"The installation piece was sort of complicated because we are new to the business. We are new to installing Automation Anywhere services and the services that they are providing. So, we are sort of expected some kind of installation engineer to come onto our premises and provide the support, rather than remotely."
"Business processes are more complex and require experts to be brought in to automate."
"However, when it comes to the agentic capabilities, there is still a gap where I need to figure out how the token consumption is happening and how my agents are talking with other agents."
"Migration is a little challenging since it requires direct integration with DB, credential vault and all that."
"Another feature that would be cool to see in Automation Anywhere is more use of artificial intelligence."
"There is a lot of scope for improvement in terms of stability. It is a concern, because right now we are close to 20 to 25 percent false negatives that are coming up."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"To improve the product for our usage, the pricing maybe could be a bit lower."
"There are still a few odd issues in FootPrints 12.x, which are frustrating."
"The mobile version of this product does not support asset management."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"The pricing could be a little lower and the product should cover more iTel versions."
"Impersonating a user or using a template user to send messages for development purposes would be very useful."
"Their pricing is very high compared to competitors, which is a concern for us."
"To improve Sendbird, it could provide features such as those in WhatsApp, including allowing users to share their current location and live location, and enabling users to keep and share their current status with others."
"For Sendbird to be improved, I would say creating more multi-platform SDKs is essential."
"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."
"Sendbird can be improved by looking into the app ID and improvements on a daily basis."
"I thought that there should be the audio and the video call functionality as well."
"More analytics tools could be integrated into Sendbird."
 

Pricing and Cost Advice

"AA comes at a more affordable price than the other tools."
"We purchase on a bot basis. Our costs are approximately $5,000."
"Our pricing a year ago was $600 per license."
"I feel the cost of licensing is very high for the A2019 version."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"I find the license pricing to be competitive and reflective of the pricing models throughout the RPA space, and I believe there is a lot of value in continuing to maintain the free community edition platform."
"We save approximately 10,000 hours per year."
"The cost is anywhere between $10,000 and $100,000."
"Our costs are well over $250,000."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"This solution has good pricing."
"There is a starter plan for $399 per month, and a pro plan for $799 dollars."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
Construction Company
20%
Comms Service Provider
11%
Manufacturing Company
11%
Outsourcing Company
8%
Construction Company
20%
Manufacturing Company
15%
Comms Service Provider
12%
Outsourcing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise5
Large Enterprise3
 

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
What is your experience regarding pricing and costs for Sendbird?
Compared to other chat providers, Sendbird is not that expensive to integrate and this cost is very low.
What needs improvement with Sendbird?
To improve Sendbird, it could provide features such as those in WhatsApp, including allowing users to share their cur...
What is your primary use case for Sendbird?
My main use case for Sendbird is chat with one-to-one persons or group chat, and with other features like audio calli...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
FootPrints Service Core
Sendbird Calls, Sendbird Desk
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Cast & Crew
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Find out what your peers are saying about BMC FootPrints Service Core vs. Sendbird and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.