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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
661
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)
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) (19th)
Infraon Desk
Average Rating
7.6
Reviews Sentiment
6.7
Number of Reviews
2
Ranking in other categories
Help Desk Software (35th), IT Service Management (ITSM) (29th)
 

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

"AI governance is very important in my company, and we are implementing it now."
"It has saved us a lot of hours, manual effort, and we can focus on more important tasks, which helps us with our ROI."
"My experience with Automation Anywhere is quite good because we can automate the whole end-to-end process with no human intervention, and we are able to focus on higher-value activities rather than working on the same repetitive tasks, which is quite important and gives the highest impact to the business as well."
"We use IQ Bot for invoice processing. It can be any type of document. It could be a PDF or any sort of document. It will convert those PDFs into CSV files, which is a structured format. It takes it from an unstructured to structured format. That is why we use IQ Bot."
"AA is a global market leader and the best RPA software to go with, in all aspects."
"From a manageability perspective, this solution is very good."
"Our primary use has been to automate a few mundane tasks in the organization, which really helped us in this COVID situation, easing everyone's tasks, ensuring they were completed on time and without errors, keeping our customers happy, and enabling our vendors to help us meet customer satisfaction without compromising on anything."
"The best features in Automation Anywhere that I really appreciate are found in the basic module for pure RPA, such as the recorder function, which helps in making automation even easier; no coding is required, you are just doing things, and the recorder records your movements and actions, creating the code out of that."
"I’ve implemented, configured and managed this system for hundreds of clients and I trust it."
"Now, it is all there and stuff does not get lost."
"For me, personally, the ease of interface is the most valuable feature."
"I would highly recommend Service Desk Manager."
"The UI is very user-friendly."
"It is easy to tell what needs fixing and the priority of things."
"The biggest strength of Service Catalog is that it's integrated with other solutions on the CA platform."
"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."
"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."
"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."
"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."
 

Cons

"I feel the cost of licensing is very high for the A2019 version."
"Automation with bots runs fine only if it is an attended bot. With unattended bots, the bots run only 25 to 30 percent of the time."
"Automation Anywhere could improve by better integrating with DevOps. Currently, it cannot be integrated 100% with DevOps methodology, which many companies are requiring."
"The product's technical support could use improvement."
"Automation Anywhere can include database commands like insert row, bold row, etc commands in 11.x"
"One of the main concerns with Automation Anywhere is the lack of a robust feature for capturing and managing information from the user interface, something competitors like Blue Prism already offer."
"I would like the ability to extract the code. You can go line by line, then open up each line of code and dig into the details, but it would be nice to extract all of the lines of code and all of the details into a document so we could read through everything. Right now, there is no way to really consume all of the code at once, except line by line, which can be fairly time consuming if we don't really know what we are looking for."
"Regarding the pricing, I think it's high, and it's the same for the setup cost and licensing."
"The main problem is the one-point failure, where if one part of the application fails, the application as a whole fails."
"I’d say it's been OK, not great, but it's determined by the servers."
"Support is a problem area for us. They take too long to respond to tickets logged."
"Reporting is not the easiest."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"Support is the biggest thing dragging it down, and the fact that it's not all one integrated package."
"There are some functions I have seen from its competitors that I would want CA SDM to have."
"If I had to choose, it would be more around the user interface than the mobile experience."
"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

"The product starts at $10,000 and then it's up to you regarding how much you can consume."
"It's very good in terms of cost and pricing."
"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."
"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."
"We save approximately 10,000 hours per year."
"The current pricing for Automation Anywhere seems a little higher compared to competitors Power Automate or UiPath. Automation Anywhere is perceived as pricey due to the support model charges ranging from 20% to 30% based on the plans."
"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."
"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"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 think pricing of this model is suitable for growing corporations."
"The pricing is based on a subscription model."
"The solution is quite reasonable compared to other solutions in the market."
"Pricing is simple, as it’s per concurrent analysts."
"I don't see anyone other than large companies being able to afford this system."
"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 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
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Financial Services Firm
20%
Outsourcing Company
18%
Construction Company
11%
Healthcare Company
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise559
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
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
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: September 2026.
914,262 professionals have used our research since 2012.