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Clarity SM vs LiveAgent comparison

Broadcom and QualityUnit are both solutions in the Help Desk Software category. Broadcom is ranked #26, while QualityUnit is ranked #38. Broadcom holds a 1.0% mindshare in HDS, compared to QualityUnit’s 0.3% 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
  • 501 Views
  • 290 Comparison Views
85% willing to recommend
LiveAgent
Read 2 LiveAgent reviews
  • 163 Views
  • 85 Comparison Views
100% willing to recommend
 

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.

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To learn more, read our detailed Clarity SM vs. LiveAgent Report (Updated: April 2025).
Buyer's Guide
Clarity SM vs. LiveAgent
April 2025
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Helped 850,028 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
26th
Ranking in IT Service Management (ITSM)
28th
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
38th
Ranking in IT Service Management (ITSM)
43rd
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
Knowledge Management Software (15th)
 

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of Clarity SM is 1.0%, up from 1.0% compared to the previous year. The mindshare of LiveAgent is 0.3%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Türker Kara - PeerSpot reviewer
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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DL
Service level optimization is key as is the integrated email and chat functions
I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.
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Quotes from Members

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

Pros

"The solution's back-end architecture is very good for end users."
"Right now, we are starting to be dependent on the CMDB a lot."
"The UI is very user-friendly."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"It is the most stable product in the market."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"The most valuable features are the requests and incident tracking."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
More Clarity SM pros
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
 

Cons

"The UI needs to be upgraded."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"It doesn't yet have the ability to integrate with other products."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"More user experience in the look and feel of the application. ​"
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"The monitoring tool is in need of improvement."
More Clarity SM cons
"Connection to other softwares could be improved."
"There are other products that are more popular."
 

Pricing and Cost Advice

"Pricing is simple, as it’s per concurrent analysts."
"I don't see anyone other than large companies being able to afford this system."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"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."
"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."
"I think pricing of this model is suitable for growing corporations."
Information not available
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850,028 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
16%
Financial Services Firm
15%
Manufacturing Company
8%
Government
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Comparisons

ServiceNow vs Clarity SM Logo
ServiceNow vs Clarity SM
Compared 100% of the time
More Clarity SM Competitors
No data available
 

Product Reports

Buyer's Guide
Clarity SM
April 2025
Clarity SM reportDownload Clarity SM product report
Buyer's Guide
Help Desk Software
April 2025
LiveAgent reportDownload 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
April 2025
Free Report: Clarity SM vs. LiveAgent
Find out what your peers are saying about Clarity SM vs. LiveAgent and other solutions. Updated: April 2025.
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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.