ConnectWise PSA vs SymphonyAI IT Service Management comparison

ConnectWise PSA vs. SymphonyAI IT Service Management

Download the complete report

Helped 900,644 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.

Read full review

Sivashankar Krishnamoorthie

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.

Read full review

AbhilashSherkane

Senior Practitioner at a outsourcing company with 1,001-5,000 employees

Comprehensive IT service processes have been supported but customization and support need improvement

All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good. SymphonyAI IT Service Management does not have too many integrations and does not have too many out-of-the-box integrations compared to other peers in the market. I think that is the only place where they lack. However, they did have a functionality where we could build our own integration, so we were using that. If they had any out-of-the-box capabilities for some of the common infrastructure tools, that would have been easier for us. The out-of-the-box functionalities were good, including AI. However, the moment we had to customize options, that becomes very difficult with SymphonyAI IT Service Management. As long as we were using out-of-the-box, it worked great.

Read full review

Quotes from Members

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

Pros

"The document management processes that IQ Bot gives has very good functionality of how you can actually take unstructured data and make sense out of it, connecting inferences, then making the data available to the user. So, IQ Bot is one of the best tools that I can think of in that aspect. This solves the problem of various document structures, document formats, etc."

"We have received 70 percent optimization using this solution."

"AA has indirectly helped in re-engineering processes, which has made them more robust and efficient, and this has helped the business immensely."

"I started my RPA journey with Automation Anywhere only because it is the best available solution in the market."

"While RPA is the cutting-edge technology to bring digital transformation, the RPA as a service will reduce costs and increase efficiency with ease of deployment, less maintenance, and cheaper upgrade costs."

"A process that used to take seven to ten days has now been reduced to half an hour."

"When our organization switched to Automation Anywhere, the accuracy rate improved and consequently, there has not been much data loss."

"The feature of this solution that I like the most is that it is coding free - it is a coding free tool. It does not need much coding at all. For all the activities you just drag and drop. That is the best advantage of this tool."

More Automation Anywhere pros

"It handles ticketing pretty well, and it's not something I have many critiques for."

"The product has been pretty stable so far."

"Contact integration to customers faster way to update the ticket searching for tickets when it is needed."

"It's a nice ticketing system."

"We use this solution because it does everything we need as opposed to other programs that are always missing one feature or another."

"ConnectWise Manage has made a difference in the connection to all of the other employees."

"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

"We are able to use our ticket system to track any remediation of a device stored in our configurations."

More ConnectWise PSA pros

"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."

"It is a good tool to use."

"The product has the best features for ITSM."

"All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."

Cons

"The solution should include an analytics dashboard. As the space is maturing, many vendors sell functionalities as separate components so this is not unique to the solution."

"They need to improve the REST Api documentation because it is not well detailed or clear enough for beginners, and they need to provide some out-of-the-box AI and ML functions such as image classification and object identification."

"When it comes to Citrix automation, AA should improve or add more features in such a way that all the commands should work when automating a Citrix application."

"Sometimes, I find that Excel automation is not as expected. Excel automation can be enhanced."

"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult. However, I am skilled enough to get through it. There were some balancing issues that my other team members had to manage. They are having difficulty in balancing when I checked the architecture properly. We determined later that there was no need for a load balance to be done on the servers. We didn't do any load balancing and then the elastic search was not done."

"I would like to see integration better integration with Excel and SAP."

"In a cost-sensitive industry like banking, where automation needs to prove clear ROI, a more flexible pricing structure would assist organizations in expanding automation more aggressively without feeling constrained by budget considerations."

"I would like to see extensive OCR capabilities in the next release."

More Automation Anywhere cons

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."

"The UX for general users can be improved as the UI is quite clunky and complicated."

"ConnectWise Manage can improve by having more integration with different software and have the process simple."

"It needs to be easier to share tickets between users who need to work together."

"The cloud platform has some slow days, which is an issue."

"Reliability is definitely something that I have issues with, especially over a bad connection."

"The tracking inventory or the way it tracks the products is not very good."

"The technical support of ConnectWise PSA is not very good."

More ConnectWise PSA cons

"Integration was a major limitation with SummitAI."

"There could be flexibility in terms of customization."

"SummitAI IT Management Suite's project management and operational management features could be improved."

"I would like them to add software inventory in the next release. We don't have that right now."

"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."

Pricing and Cost Advice

"Its price is competitive with all other products in the market."

"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."

"If you are looking into Automation Anywhere, get the Community Edition and play with it."

"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."

"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."

"There is an annual subscription for Automation Anywhere."

"Its cost is good."

"The ROI is really good. We have saved time and money."

More Automation Anywhere pricing and cost advice

"The pricing of ConnectWise Manage is reasonable."

"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."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"We're paying $940 a month for 14 users."

"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."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"We have a regular license."

"The product's cost is average."

"SummitAI IT Management Suite's pricing is a bit expensive."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

900,644 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

18%

Manufacturing Company

11%

Construction Company

11%

Computer Software Company

Construction Company

16%

Financial Services Firm

Performing Arts

Manufacturing Company

14%

Construction Company

12%

Financial Services Firm

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	4

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...

What is your experience regarding pricing and costs for SummitAI IT Management Suite?

Their pricing is competitive. With similar tools in the market, they are at a higher price, but it is pretty competit...

What needs improvement with SummitAI IT Management Suite?

I have not worked on their AI-driven analytics, so I am not sure about that capability. I do not know if it would be ...

What is your primary use case for SummitAI IT Management Suite?

We work on the ITSM modules, including predictive intelligence, AI, and ITOM as well. We have not used Orchestration ...

UiPath Platform vs Automation Anywhere

Comparisons

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs ConnectWise PSA

Compared 12% of the time

JIRA Service Management vs ConnectWise PSA

Compared 7% of the time

IT Care Center vs ConnectWise PSA

Compared 6% of the time

Freshservice vs ConnectWise PSA

Compared 6% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

More ConnectWise PSA Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 13% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 8% of the time

BMC Helix ITSM vs SymphonyAI IT Service Management

Compared 6% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 5% of the time

RF Code CenterScape vs SymphonyAI IT Service Management

Compared 5% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Automation Anywhere

Download Automation Anywhere product report

ConnectWise PSA

Download ConnectWise PSA product report

IT Service Management (ITSM)

Download SymphonyAI IT Service Management product report

Also Known As

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

ConnectWise Manage

Summus IT Management Suite

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

SymphonyAI

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

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

SymphonyAI IT Service Management provides comprehensive ITSM functionalities with features like remote access, chat AI, and automation. Its 360-degree asset lifecycle view and orchestration engine stand out, though integration and customization have room for improvement.

SymphonyAI IT Service Management is a robust tool for managing incidents, problems, changes, and service requests. It enhances asset management with native discovery and is designed for efficient SLA tracking. While users value its strong out-of-the-box features, they often seek better integration options and improvements in software inventory and support services. Despite AI-driven analytics and customization challenges, its use cases in remote access and ticketing processes demonstrate its core strengths.

What are the key features of SymphonyAI IT Service Management?

Remote Access: Enables users to manage IT services from any location efficiently.
Chat AI: Provides intelligent communication solutions for enhanced user interaction.
Knowledge Base: Offers a repository of information to streamline problem-solving.
Automation: Automates processes to improve accuracy and reduce manual effort.
Orchestration Engine: Integrates different systems for seamless operations.
Full ITSM Capabilities: Manages incidents, changes, and service requests comprehensively.

What are the benefits and ROI to consider?

360-Degree Asset View: Ensures a complete perspective on asset lifecycle for better management.
Fast Report Fetching: Provides quick access to essential data, aiding decision-making.
SLA Tracking: Monitors service level agreements effectively, improving compliance.
Cost-Effective: Balances robust features with considerations on pricing and budget.

SymphonyAI IT Service Management is employed across industries for remote IT support, call logging, and ticket management. It supports incident service requests, CMDB, and asset management. Some leverage predictive intelligence and ITOM, while others, driven by internal solutions or cost factors, hesitate to fully adopt its Automation Engine. Upcoming chatbot capabilities are being explored by organizations looking to enhance their IT service management frameworks.

SymphonyAI

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

Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla

ConnectWise PSA vs. SymphonyAI IT Service Management