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ConnectWise PSA vs Infraon Desk 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
6.9
Number of Reviews
659
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)
ConnectWise PSA
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
21
Ranking in other categories
Help Desk Software (15th), Business Management Software (1st), Professional Services Automation (PSA) (1st)
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.
SK
Associate Director at a outsourcing company with 51-200 employees
Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions
For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.
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

"Automation Anywhere has had a huge impact in my organization, especially in saving time and compliance-related process automation by reducing errors drastically and ensuring quick processing of requests with proper logs available for the audit team."
"With Discovery Bot, we can even have our business people enabled with process finding and do an evaluation on whether it can be converted into an opportunity."
"We're able to create reusable components. We don't want people to have to rebuild things from scratch. In this way, developers can take the reusable components and complete their development processes more quickly."
"The most valuable feature of Automation Anywhere is the unattended mode bots, because we don't need to go and look at what they're doing. They just go by themselves."
"We've shifted platforms a couple of times, and Automation Anywhere is the one that stuck based on end-user experience, the ease of development, and trainability with the tool."
"We've noticed time savings of up to 40 minutes, based on wait time and verification delays."
"This RPA software has good scalability and stability, is easy to understand and easy to use, even for users who have no experience with automation software."
"It extracts what the IQ Bot does, converting it and ensuring the entire process right from the input to the output and is fully automated. It is digitizing a particular process, which is really great."
"The platform is easy to use."
"We are able to use our ticket system to track any remediation of a device stored in our configurations."
"Pretty much our whole company runs through ConnectWise Manage."
"The most valuable feature is the management of projects from start to finish."
"The initial setup isn't too difficult."
"The ease of reporting is valuable; we have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that, and it is helpful for measuring how we're doing in our performance."
"ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"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

"The key area where improvement can happen is understanding the different perspectives and different industries that they're serving in terms of industry-wise use cases."
"Built-in HTML features are lagging in this solution, whereas in UiPath, they are very good."
"I would like to see better and more technical use cases for the AI features, showing how to build them instead of repeated general examples."
"We need a native way in Automation Anywhere's framework to tie all that information together, including AI dashboard, governance dashboards, and document automation results."
"In the age of AARI and Automation Anywhere 2019 IQ Bot, the biggest challenges for me and my company are understanding the product and implementing it at the right place."
"When working with Excel, unlike other tools such as UiPath, Automation Anywhere does not have the standard variables for .Net data types."
"We have had issues with stability in the past, and there should be a function that helps you to find out what is wrong with your environment that is causing the automation to fail."
"I'd like to see the OCR feature be perfected. Today we get an accuracy ratio from OCR of around 40 percent to 50 percent only."
"The speed could be better, and the reporting could be a lot better."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"ConnectWise Manage can improve by having more integration with different software and have the process simple."
"Reliability is definitely something that I have issues with, especially over a bad connection."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult."
"It needs to be easier to share tickets between users who need to work together."
"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."
"Better connectivity and integration with more collaborative platforms would be helpful."
"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."
 

Pricing and Cost Advice

"I think the pricing is reasonable, but clients often perceive it as expensive."
"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."
"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."
"The price is a little bit high but the support is good."
"We have established a CoE and we take our bot opportunities based on their ROIs. The best ROI opportunity goes to development first. Our ROI opportunities are compliance, profitable growth, productivity enhancements, productivity gains, number of hours the productivity saved, and resources not available that the work can be done by the bot. However, the single most important criteria that we use to measure ROI is how much time does the bot cut down from an analyst's work, as this has the best ROI. E.g., if an analyst is spending a 100 hours of work that a bot can do in one hour, we calculate the 99 hours saved as ROI."
"The licensing fees are approximately $10,000 USD for between five and ten users."
"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."
"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."
"The pricing of ConnectWise Manage is reasonable."
"We're paying $940 a month for 14 users."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."
"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
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
17%
Financial Services Firm
9%
Performing Arts
9%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise551
By reviewers
Company SizeCount
Small Business18
Midsize Enterprise3
Large Enterprise1
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.
What is your experience regarding pricing and costs for ConnectWise Manage?
We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...
What needs improvement with ConnectWise Manage?
The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...
What is your primary use case for ConnectWise Manage?
I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
ConnectWise Manage
Everest Service Manager
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
Find out what your peers are saying about ConnectWise PSA vs. Infraon Desk and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.