IT Care Center vs LiveAgent comparison

Why PeerSpot?

IT Care Center and QualityUnit are both solutions in the Help Desk Software category. IT Care Center is ranked #39, while QualityUnit is ranked #36. Additionally, 100% of IT Care Center users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

LiveAgent and IT Care Center compete in customer service and IT management. LiveAgent seems to have the upper hand with customer satisfaction and pricing, while IT Care Center is favored for its feature set.

Features: LiveAgent includes ticketing, live chat, and email management. IT Care Center features asset management, automated workflows, and advanced IT management tools.

Ease of Deployment and Customer Service: LiveAgent is cloud-based, offering quick setup and ease of use with reliable customer service. IT Care Center requires on-premise installation but allows for extensive customization.

Pricing and ROI: LiveAgent offers competitive pricing with low setup costs, beneficial for smaller businesses. IT Care Center has a higher initial cost but provides significant returns, suitable for organizations needing comprehensive IT solutions.

To learn more, read our detailed IT Care Center vs. LiveAgent Report (Updated: September 2026).

Buyer's Guide

IT Care Center vs. LiveAgent

September 2026

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Helped 915,341 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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

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.

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Yoram Avraham

Technology and Infrastructure Manager at Colmobil

Simple and quick to implement, easy to use, saves us time and money

This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us. The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms. IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view. This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again. The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets. Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.

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it_user1729971

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.

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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

"Automation Anywhere has benefited our company as we've been able to process thousands of transactions daily through various automations that distribute work, classify work, and handle claims, doing preliminary work for the finance team."

"I like Automation Anywhere's document automation. It can distill or scan documents and convert the information into a structured format."

"Technical support for this solution is the quickest and the best."

"The bot creation process is simple and useful. Whatever you need to do, it is there. If there is something else, there are the MetaBot functions."

"It helps improve performance and helps companies save time and money."

"If anyone is looking for an efficient automation tool, I definitely recommend Automation Anywhere because it is very helpful, even for non-technical people."

"With its user-friendly user interface, our developers are able to quickly pick it up."

"We have had a massive return on full-time employee resources that we have saved by just using Automation Anywhere."

More Automation Anywhere pros

"Overall, the solution has helped to simplify our IT service management, with fewer calls giving us more time to work without distraction, better efficiency in the IT department, and cost reductions of 33 percent along with a 30 to 35 percent reduction in the time it takes to manage tasks."

"ITCC has helped us to simplify our IT service management and has definitely helped in reducing our time for consolidating reports, classifying reports, and tracking the problem, tickets, issues, and resolve."

"We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"For customer service, IT Care Center has helped us to centralize our daily IT activities in one platform; it has made our operations easier to use, more efficient, reliable, and available."

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

"The IT Care Center system enables me to see the SLAs of the company in one place, on a daily, weekly, monthly, quarterly, and yearly basis, in a very easy way."

"It runs smoothly and all of the components are very easy to work with."

More IT Care Center pros

"Provides service level optimization."

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

"I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution."

"My experience with LiveAgent so far has been a seamless one."

Cons

"Automation Anywhere should have more Excel-related functionality."

"I believe there is room for improvement in Automation Anywhere, particularly in their training programs, which need more development."

"The implementation process is complex, as there is integration with other applications."

"Their OCR is a bit expensive, meaning the IQ Bot."

"There is a dependency issue around the control room. If the control room is not working, the bots will not work."

"My main issue with Automation Anywhere might be the logging of bots and getting more detailed feedback of what my bot is doing, step by step. It is hard to track fine-tuning in larger codes."

"We face issues with Excel file creation. I’m trying to create a file in Excel .xls, it is getting corrupted."

"It takes a lot of effort to build up the internal infrastructure/topics like Virtual Machine/Security/development-Governance/Usecase-Management."

More Automation Anywhere cons

"IT Care Center must improve the UI because it looks old-fashioned all the time."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

"They should have full integration with SSO services, like Okta, creating a full service solution."

"If there is such a feature, it would be very good for us to track how long it takes to resolve issues."

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

More IT Care Center cons

"There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot."

"There are other products that are more popular."

"I'd like to see an improved API to the system, rather than other softwares having to trigger everything."

"Connection to other softwares could be improved."

Pricing and Cost Advice

"Their licensing processes are in par with most industry standards."

"Pricing is affordable and I would recommend beginning with the Starter Package."

"It is not cheap, but we are able to get an ROI."

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"It saves on the quality of work, because the quality can be bad when somebody's doing it. If a bot does the work, it's faster and comes with good quality. These are two important things along with the cost saving in the long run. That's where the value is."

"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."

More Automation Anywhere pricing and cost advice

"The licensing model is very flexible."

"This product is very cheap when compared to other platforms."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

Information not available

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

11%

Outsourcing Company

15%

Comms Service Provider

11%

Computer Software Company

11%

Financial Services Firm

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	4
Large Enterprise	2

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...

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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...

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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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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs IT Care Center

Compared 18% of the time

SCSM vs IT Care Center

Compared 17% of the time

ConnectWise PSA vs IT Care Center

Compared 9% of the time

Atera vs IT Care Center

Compared 7% of the time

Ivanti ITSM vs IT Care Center

Compared 5% of the time

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Zendesk vs LiveAgent

Compared 17% of the time

JIRA Service Management vs LiveAgent

Compared 14% of the time

BMC Helix ITSM vs LiveAgent

Compared 7% of the time

Samanage vs LiveAgent

Compared 6% of the time

Zoho Desk vs LiveAgent

Compared 5% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

IT Care Center

September 2026

Download IT Care Center product report

Buyer's Guide

Help Desk Software

September 2026

Download LiveAgent product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

No data available

Interactive Demo

Automation Anywhere

Demo not available

IT Care Center

Demo not available

QualityUnit

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

IT Care Center enhances IT management through efficient ticket handling, workflow creation, and extensive integrations, enabling customized solutions and promoting self-sufficiency.

Known for its robust features, IT Care Center is ideal for managing IT incidents, requests, and change management. It streamlines workflows for HR processes like onboarding and offboarding, supports project management, and offers dashboards, license management, and monitoring capabilities. With plans for cloud migration, it aims to further enhance deployment flexibility while needing improvements in mobile responsiveness, UI design, SSO integration, and admin resources. Users seek enhanced connectivity with tools such as Teams and Cisco, and the development of a native mobile application for better productivity tracking.

What are the key features of IT Care Center?

Sub-task Listing: Organized task management.
Easy Ticket Management: Streamlined ticket handling process.
Workflow Creation: Customized processes for efficient management.
Tool Integrations: Compatible with tools like Slack.
Custom Forms and Fields: Personalized user configurations.
Reports and Diagnostics: Advanced insight and troubleshooting.
Automation: Enhanced service speed and accuracy.

What benefits or ROI should users evaluate?

Improved Efficiency: Saves time with self-service capabilities.
Reduced Dependencies: Minimizes need for external support.
Data-Driven Insights: Helps in strategic decisions with robust reporting.
Increased Flexibility: Customizable configurations without vendor support.

Industries implement IT Care Center to improve internal customer support and manage IT workloads effectively. It's often deployed on-premises with cloud options being explored to meet evolving business needs, making it suitable for companies managing IT processes, asset tracking, and workforce transitions.

IT Care Center

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

QualityUnit

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Information Not Available

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

Buyer's Guide

IT Care Center vs. LiveAgent

September 2026

Free Report: IT Care Center vs. LiveAgent

Find out what your peers are saying about IT Care Center vs. LiveAgent and other solutions. Updated: September 2026.

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