Clarity SM vs LiveAgent comparison

Broadcom and QualityUnit are both solutions in the Help Desk Software category. Broadcom is ranked #24, while QualityUnit is ranked #35. Broadcom holds a 1.2% mindshare in HDS, compared to QualityUnit’s 0.6% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

813 Views
577 Comparison Views

85% willing to recommend

LiveAgent

Read 2 LiveAgent reviews

317 Views
250 Comparison Views

100% willing to recommend

Clarity SM

LiveAgent

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and LiveAgent are competing products in the customer service and support market. LiveAgent seems to have the upper hand in terms of cost-effectiveness, offering robust features that justify its expense.

Features: Clarity SM includes advanced analytics, customizable dashboards, and features tailored for large-scale operations. LiveAgent offers real-time chat, call center capabilities, and integrated communication channels, enhancing interactive customer engagement experiences.

Ease of Deployment and Customer Service: Clarity SM has a detailed implementation process that can be resource-intensive, suited for larger organizations with dedicated IT teams. LiveAgent offers straightforward deployment and comprehensive customer support, ideal for smaller businesses or those lacking extensive IT resources.

Pricing and ROI: Clarity SM presents a higher initial setup cost, targeting businesses focusing on detailed insights and long-term growth. LiveAgent provides an accessible pricing model with immediate operational benefits and quicker ROI, appealing to businesses seeking faster returns and streamlined service.

To learn more, read our detailed Clarity SM vs. LiveAgent Report (Updated: August 2025).

Buyer's Guide

Clarity SM vs. LiveAgent

August 2025

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Helped 864,703 peers since 2012

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

Clarity SM

Ranking in Help Desk Software

24th

Ranking in IT Service Management (ITSM)

26th

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

107

Ranking in other categories

No ranking in other categories

LiveAgent

Ranking in Help Desk Software

35th

Ranking in IT Service Management (ITSM)

45th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Knowledge Management Software (25th)

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Clarity SM is 1.2%, up from 0.9% compared to the previous year. The mindshare of LiveAgent is 0.6%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Türker Kara

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…

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Ogechi O.

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

Read full review

Quotes from Members

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

Pros

"The view it provides into who's doing the work."

"It has allowed us to be more efficient in our problem and change management processes and procedures."

"It has given us the ability to automate a lot of tasks, things we couldn't do before."

"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."

"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."

"As of late, I really like the BI functions."

"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."

"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."

More Clarity SM pros

"Provides service level optimization."

"The most valuable feature was how the solution helped us to prioritize tasks."

Cons

"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."

"The monitoring tool is in need of improvement."

"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."

"The UI needs to be upgraded."

"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."

"We would like the CMDB to be populated automatically. At the moment, everything is manually created."

"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."

"If I had to choose, it would be more around the user interface than the mobile experience."

More Clarity SM cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

Pricing and Cost Advice

"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."

"I think pricing of this model is suitable for growing corporations."

"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."

"I don't see anyone other than large companies being able to afford this system."

"Pricing is simple, as it’s per concurrent analysts."

"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."

"The pricing is based on a subscription model."

Information not available

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Top Industries

By visitors reading reviews

Performing Arts

11%

Computer Software Company

10%

Manufacturing Company

10%

Financial Services Firm

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Comparisons

ServiceNow vs Clarity SM

Compared 56% of the time

JIRA Service Management vs Clarity SM

Compared 44% of the time

More Clarity SM Competitors

JIRA Service Management vs LiveAgent

Compared 59% of the time

Zendesk vs LiveAgent

Compared 41% of the time

More LiveAgent Competitors

Product Reports

Buyer's Guide

Clarity SM

August 2025

Download Clarity SM product report

Buyer's Guide

Help Desk Software

August 2025

Download LiveAgent product report

Also Known As

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight

No data available

Overview

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

Broadcom

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

QualityUnit

Sample Customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Buyer's Guide

Clarity SM vs. LiveAgent

August 2025

Free Report: Clarity SM vs. LiveAgent

Find out what your peers are saying about Clarity SM vs. LiveAgent and other solutions. Updated: August 2025.

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