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Hornbill Systems Supportworks vs Sendbird 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
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 (1st), AI Procurement & Supply Chain (1st)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), IT Service Management (ITSM) (32nd)
Sendbird
Average Rating
8.4
Reviews Sentiment
5.9
Number of Reviews
12
Ranking in other categories
Help Desk Software (9th), Enterprise Social Software (5th), AI Customer Experience Personalization (1st), AI Customer Support (3rd)
 

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.
it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.
Shadrach Godwish Chukwu - PeerSpot reviewer
SDR and Workflow Automation Specialist at a tech services company with 11-50 employees
Organized real-time customer chats have improved support efficiency and response handling
One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. Conversations flow naturally, as though you are talking to someone in real time. If I could improve one thing, I would add more built-in analytics around conversations, such as clearer insights on response times, common issues, and agent performance. That would make it much easier to optimize support without relying on external tools. One improvement I see for Sendbird would be more flexibility in customizing the chat interface, especially around how conversations are displayed for agents. Sometimes, when handling multiple chats, having better layout controls or quick filters would make it much easier to stay organized. I also would appreciate more built-in analytics inside the platform itself, such as clearer breakdowns of response times, chat resolution rates, and common customer issues. Right now, you often need external tools to get that level of insights. Overall, it works very well, but those improvements would make the day-to-day support work much smoother and much more efficient.

Quotes from Members

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

Pros

"The most valuable part is that it have the integrated OCR solution within it. All the other solutions do not have the right integration of the OCR solutions. You need to go to two different places to get one solution. Whereas, in IQ Bot, there is one area where you get all these solutions together in one area. That is the most important and beautiful point that I like about IQ Bot."
"With the help of Bot, it has increased the productivity of the current process and we do not need to spend more time on error resolution and rectification."
"The saving of efforts within my project has been to the tune of 20% as of now and I am sure that it will improve as we explore the tool more and automate many more processes."
"IQ Bot is one of the most valuable features because it helps in processing different formats from different vendors."
"The ease of use is its most valuable feature."
"The feature I appreciate the most about Automation Anywhere is the interface."
"It is easy to use and very scalable."
"It has provided our organization a lot of benefits, as we have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work and providing profit to the business."
"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"Sendbird is really valuable because I was able to create a chat from scratch in two to three days and a custom chat in a week by implementing things from scratch."
"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."
"Sendbird is very flexible, and they have made great strides towards optimization."
"Sendbird has positively impacted my organization because we do not have to build custom chatbots with code, and we could do no-code deployment, which is simply straightforward."
"Overall, Sendbird is a solid choice if you are looking for a reliable, scalable chat solution without the overhead of building and maintaining your own messaging infrastructure."
"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."
"Sendbird has positively impacted my organization by giving the users of my product a feeling of community that we wanted to give, which has really increased the app usage time."
 

Cons

"Scalability has been a pain point; the scalability is there, but there are ongoing operational issues with it."
"Automation Anywhere is unable to connect to the database directly. What we are doing now is directly writing the PL/SQL scripts and trying to push the data from the database into Automation Anywhere. This feature is available in UiPath, but not in Automation Anywhere."
"One of the challenges that I face every now and then while working with A2019, is around the bot agent updates. Every week/alternate weeK, I receive an error while running my bots, that asks me to update the bot agent."
"My biggest suggestion would be to allow us to set up test and development licenses or environments that don't use unattended licenses needed for production."
"One day, there will be a message box saying that the application is down or not available on a weekend. The instructions will say read the information and click, "Okay." But a bot doesn't understand the instructions because it is not the IQ system."
"There is room for improvement in terms of costs and procurement considerations."
"Product support for our customers needs improvement. They should increase the support personnel."
"I would like more integration into the entire Microsoft Suite of products, not just Excel. Companies use all of Microsoft products at the same time, and being good at just one Microsoft tool is a limiting factor. Being able to use Microsoft Excel, Access, and Outlook together and have them integrated (as standard) into the tool would be very useful, especially when you go into attended automation."
"Customer Service: I'd rate it as a 5/10 or 6/10."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"Their teams could be better in sync, as I had a very bad bug wherein all three SDKs had a problematic initialization order that required a bug fix version to be released after 17 email exchanges to finally get them to agree that the fault was on their side, which was pretty painful."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
"One area that could be improved is the handling and visibility of unread message counts."
"I thought that there should be the audio and the video call functionality as well."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."
"Their pricing is very high compared to competitors, which is a concern for us."
"Sendbird can be improved by looking into the app ID and improvements on a daily basis."
 

Pricing and Cost Advice

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."
"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."
"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"I would rate the cost an eight out of ten, with ten being the highest cost."
"It's an ideal pricing model to customize the components based on everyone's needs."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"Our licensing costs are setup on an annual basis."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
"There is a starter plan for $399 per month, and a pro plan for $799 dollars."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Construction Company
22%
Manufacturing Company
17%
Financial Services Firm
7%
Media Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
No data available
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise5
Large Enterprise3
 

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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What is your experience regarding pricing and costs for Sendbird?
Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quit...
What needs improvement with Sendbird?
One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. C...
What is your primary use case for Sendbird?
I have been using Sendbird for approximately two years. I have been using Sendbird mainly for customer communication ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Supportworks
Sendbird Calls, Sendbird Desk
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Aylesbury Vale District Council
Information Not Available
Find out what your peers are saying about Hornbill Systems Supportworks vs. Sendbird and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.