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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 Object Cloning command is the most useful feature. Through the use of this command, between 30% and 40% of the process automation is complete."
"We have been able to take an accounting task and clear a very large backlog, therefore being completely up-to-date on the task since implementing a bot on it."
"With Automation Anywhere bots, we are able to cut down the manual efforts by 80% in generating Excel and Power BI reports, extracting and uploading files to various sites, and many other web-based administrative tasks."
"The impact of Automation Anywhere on our organization has been significant; it has helped us save a considerable amount of time, approximately 30% to 40%, in repetitive processes and has improved automation accuracy."
"The integrations of Automation Anywhere with the mainframe application for banking companies are among the most valuable features... we were able to create very good solutions integrated with that kind of platform using Automation Anywhere."
"Basically, to be frank, most of the features are awesome."
"We have saved customers 400% in terms of time saved by implementing this product."
"Workflow automation has helped a lot with cost reduction, greater accuracy, and delivery speed."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"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."
"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."
"The Sendbird developer portal provides each step, including methods, making it easy to implement."
"Sendbird is a very strong, reliable tool when it comes to real-time communications."
"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."
"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."
"Sendbird is very flexible, and they have made great strides towards optimization."
"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."
"There are many useful features with Sendbird."
"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."
 

Cons

"Some things that I do not see as of today are interactive chat or video interface. These are things that I will look for in future. I saw something like picture recognition, but something like a video or voice recognition is something that I'm looking for in the Automation Anywhere platform as an end user and even as a reseller."
"It is not able to use OCR effectively and has limited usability."
"The goal of any automation is to provide efficiencies... I would like a default feature where each bot gives us data on all the benefits it provides from its process."
"We have been a little frustrated by the frequency of cache releases."
"There are occasional technical issues, particularly with cloud operations. Sometimes, the bot struggles to initiate on the cloud, even when everything appears in place."
"Blue Prism is more secure than Automation Anywhere. E.g., Blue Prism has a system that is difficult to penetrate. You can't simply go into their system and make any changes."
"The help Automation Anywhere offers during setup isn't great for smaller companies like ours."
"I would like a better code migration solution, because this is something that we do a lot."
"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."
"Sendbird can be improved by looking into the app ID and improvements on a daily basis."
"I thought that there should be the audio and the video call functionality as well."
"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."
"Impersonating a user or using a template user to send messages for development purposes would be very useful."
"One area that could be improved is the handling and visibility of unread message counts."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"For Sendbird to be improved, I would say creating more multi-platform SDKs is essential."
 

Pricing and Cost Advice

"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."
"We save approximately 10,000 hours per year."
"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."
"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."
"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 cost is anywhere between $10,000 and $100,000."
"It's the best RPA tool, but the pricing could be improved."
"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.