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Clarity SM vs Infraon Desk comparison

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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
662
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 (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 (17th), IT Service Management (ITSM) (20th)
Infraon Desk
Average Rating
7.6
Reviews Sentiment
6.7
Number of Reviews
2
Ranking in other categories
Help Desk Software (36th), IT Service Management (ITSM) (30th)
 

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…
reviewer1621719 - PeerSpot reviewer
IT Service Delivery at a tech services company with 1,001-5,000 employees
Customizable, easy to manage using a single dashboard, but the features in my version are quite basic
Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy. All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing. The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use.

Quotes from Members

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

Pros

"This solution has gives us greater employee satisfaction because manual recurring work has been reduced."
"We have benefitted a lot now, but expect that we will benefit even more in the future as we get better at using intelligence."
"There are instances where use cases and opportunities have arisen as a result of having Automation Anywhere and RPA in place that have come about through very casual conversations and have actually resulted in increased revenue opportunities that we didn't realize."
"It is really helpful that this solution is deployed in the cloud."
"This solution has decreased the time that our employees spend on manual processes."
"Automation is going to become a new area we will certainly encourage a lot of people to pursue because of the lasting dividends it provides, including saving time and manpower."
"In one of the use cases, we used to have around 300 tickets per month which has been reduced to almost zero now."
"Automation Anywhere, specifically A2019, has helped us in automating a major chunk of such tasks, thus helped in saving a lot of time, effort, and revenue."
"It's fairly easy to use, from a UI standpoint."
"I can easily say that SDM is the core of our organization."
"It is the most stable product in the market."
"Self-service interface means people can check their own tickets."
"Most of all is the end-user experience, in your company you have IT experienced people and non-IT experienced end-users, they need the ability to reach out, report an issue, or request something that they need to do their job, they need the ability to get that done quickly, utilize different technology other than calling a help desk, and get the metrics behind the scenes that we can report on what's going on in the environment."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"Within the first calendar year of deploy, the incident manager was able to strategically set and meet the field support goal of responding and resolving 25% of incidents remotely."
"The solution is highly stable; we are using the high availability product for our application server, and the program server is enough for our organization, allowing us to use the application in over 70 countries where it works well for us."
"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."
"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
 

Cons

"Overall improvement is needed for non-technical users who face challenges with how to use it and how to perform more tasks."
"Where minor but widespread changes are made to the cloud product being operated upon, changing the cloned search values individually was incredibly time consuming, and it shut down the RPA service until it was fixed."
"IQ Bot has some limitations that should be improved in future releases."
"Better support for Excel is needed because there are a lot of limitations and we are having issues with it."
"The product needs to catch up to the promise of known technology and apply more intelligent behaviors concerning AI or unstructured learning."
"It is not as easy to implement as advertised. It is difficult across the board. It is difficult for technical and non-technical users."
"As we expand our components of the Automation Anywhere platform that we utilize, we need better connections between them."
"Most of the time, I find that our internal team finds the solution; the support team isn't able to provide a perfect solution."
"​Compared to some of the other products, I think we are bit behind​.​"
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"We would like to see improvements mainly without the Service Desk."
"The Knowledge Management module in Service Desk Manager is cumbersome and hard to use."
"We've had some really good experiences with technical support, and we've had some not so great experiences with technical support, but our direct contact team at CA has been very, very helpful in getting us to the right people that can help resolve our problems quickly."
"We need financial solutions for all projects we undertake, and Service Desk currently doesn't offer this."
"The part of notification methods and satisfaction surveys remain almost unchanged."
"There are some issues regarding the knowledge base and the configuration manager."
"The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
"Better connectivity and integration with more collaborative platforms would be helpful."
 

Pricing and Cost Advice

"We purchase on a bot basis. Our costs are approximately $5,000."
"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."
"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"The cost for scalability is much cheaper than developing a new system."
"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."
"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."
"There is an annual subscription for Automation Anywhere."
"They're very flexible around pricing and licensing."
"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."
"The solution is quite reasonable compared to other solutions in the market."
"The pricing is based on a subscription model."
"I don't see anyone other than large companies being able to afford this system."
"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."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"I think pricing of this model is suitable for growing corporations."
"The pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Financial Services Firm
22%
Construction Company
12%
Outsourcing Company
12%
Healthcare Company
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
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.
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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
Everest Service Manager
 

Interactive Demo

Demo not available
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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
Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
Find out what your peers are saying about Clarity SM vs. Infraon Desk and other solutions. Updated: August 2026.
909,099 professionals have used our research since 2012.