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Clarity SM vs Infraon Desk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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
641
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (19th), IT Service Management (ITSM) (20th)
Infraon Desk
Average Rating
7.6
Reviews Sentiment
6.7
Number of Reviews
2
Ranking in other categories
Help Desk Software (37th), IT Service Management (ITSM) (29th)
 

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.
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
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…
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

"I would rate this solution a ten out of ten."
"The data capture feature is very valuable. I know there are also some elements where you have to be able to incorporate AI, but I haven't gotten to that level yet."
"It is very easy for anybody to learn."
"A process that used to take seven to ten days has now been reduced to half an hour."
"The tech support for Automation Anywhere has been really good, so far. We haven't had to call them very much, but when we have, we have received a good response."
"The Excel operations are very good."
"Automation Anywhere's most valuable feature is its seamless integration into procurement software, allowing for the automation of purchase orders, billing, employee travel details, and other tasks."
"We have already seen ROI, and we are already clocking in around 7000 hours of savings per month in terms of productivity."
"It is a stable and good product, with several integrations and an interesting API."
"Our stability has been really great."
"That has been very good with the decision that we made because we've been able to upgrade the software versions in one month which is amazing."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"It brings a maturity of collaboration and support, facilitating the work of analysts, and benefits end users in service."
"A big advantage of this solution is that with a proper definition of the processes, almost anything can be configured and scripted."
"For me, the best feature is the powerful tool to integrate all processes for IT to monitor."
"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."
"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."
 

Cons

"The user interface should be enhanced to make things simpler for the user."
"We are not getting consistent behavior from the tool We would like to see this improved and the product more stable."
"I would like more integration into the entire Microsoft Suite of products, not just Excel."
"I feel that document extraction like IQ Bot can be made more refined so that it may reach its full potential."
"AA should include more features in the mobile app, such as monitoring and debugging bots."
"The quality and speed of Automation Anywhere's support need significant improvement."
"Maybe not improved but I heard that the 2019 version is going to look more like UiPath, which is not ideal for a typical/classic developer."
"One way Automation Anywhere can be improved is in ticketing; I have a couple of tickets that have been outstanding for a while, and the support staff have closed tickets without checking with me first, which has been a sore spot."
"Minor issues creep up and create huge problems. Product stability is also an issue."
"It needs better report-generation features and allow for different types of data."
"I would like to see the API cleaned up. Right now, because of the way CA works, they combine a lot of applications. But the API is a mess, it's hard to navigate, hard to figure out."
"There is no documentation available from CA for SPEL code; I hope they make this available, so that we can customize it more."
"Ticket event and notification creation and management is cumbersome and has not improved over the many versions I have worked with."
"Room for improvement I would say from a back end perspective, I would say they need to streamline a lot of the code that they're using. I think it's very bloated, I think it has a lot of extra things that it doesn't really need."
"We've had some really good experiences with technical support, and we've had some not so great experiences with technical support, but our direct contact team at CA has been very, very helpful in getting us to the right people that can help resolve our problems quickly."
"The Reporting part (Reports Tab) needs to be more robust and made less complex."
"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."
"Better connectivity and integration with more collaborative platforms would be helpful."
"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."
 

Pricing and Cost Advice

"I have heard that Automation Anywhere is expensive."
"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."
"I think it's $5,500 per license."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."
"The cost is at the highest end of the spectrum."
"They sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."
"There is an annual subscription for Automation Anywhere."
"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."
"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 solution is quite reasonable compared to other solutions in the market."
"Pricing is simple, as it’s per concurrent analysts."
"I don't see anyone other than large companies being able to afford this system."
"I think pricing of this model is suitable for growing corporations."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"The pricing is based on a subscription model."
"The price of this solution is reasonable and it was well within my budget."
"The pricing model is very competitive."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
25%
Construction Company
13%
Outsourcing Company
9%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
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.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
Everest Service Manager
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
Find out what your peers are saying about Clarity SM vs. Infraon Desk and other solutions. Updated: June 2026.
900,838 professionals have used our research since 2012.