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Hornbill Systems Supportworks vs Xurrent comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Feb 1, 2026

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
6.8
Number of Reviews
668
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 (2nd), 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 (35th), IT Service Management (ITSM) (32nd)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (31st)
 

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.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

Quotes from Members

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

Pros

"We have an automation that we just put in production where we are doing a double-blind quality review, and the bot is comparing the two entries and kicking out a large number of exceptions for human review, so we have saved a large number of hours every day by not having humans look at things that match."
"It's very easy to use and all of the employees can easily get involved in the process, whether they are a developer, support, or have an HR background."
"This RPA software has good scalability and stability, is easy to understand and easy to use, even for users who have no experience with automation software."
"I like Automation Anywhere's document automation. It can distill or scan documents and convert the information into a structured format."
"One good thing in A2019 is that all products of Automation Anywhere, like IQBOT services, Meta Bot Designer, Discovery Bot, and Control room are all together in one product which is very effective for any business team."
"The Bot Store is an online library where anybody can find variously developed, production-ready bots."
"Overall, it is very helpful, and Automation Anywhere has helped us achieve our automation goals by reducing manual effort, improving consistency, and making repetitive processes easier to scale."
"All customers were happy after automating using AA because of the better accuracy, it's easy to develop and manage, and it's easy to manage the orchestrator."
"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."
"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 is highly stable."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"I like their request management as well as their project management."
"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
"It offers a comprehensive set of features without requiring additional payments for each feature."
 

Cons

"It is not able to use OCR effectively and has limited usability."
"I would like to have the MetaBot screen name title dynamic instead of static."
"We have a lot of use cases that depend on certain Java applets, and currently we're not able to leverage the Object Cloning that would speed up our automation designing. So we have to revert to more image recognition-type of designing, and it just takes a long time to get that bot built."
"The basic features are acceptable, but advanced tools often require deeper technical expertise, which can slow adoption. Additionally, some users experience delays in customer support for complex issues."
"The debugging tools need to be included, for where and why it has failed to execute the bot in a clear manner."
"I would like more with OCR and data capture. We are partnering with IBM to help bridge this gap, but Automation Anywhere should continue to expand on their product line and provide these capabilities, as well."
"We do not have the AI Agent Studio feature of Automation Anywhere available yet in our government GCC environment."
"In the last two years, with the help of IQ Bot, and what I learned today about this Attended Automation 2.0, I think they are addressing vital key challenges that we have faced so far."
"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."
"Customer Service: I'd rate it as a 5/10 or 6/10."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"Asset Discovery is a feature that should be added."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
 

Pricing and Cost Advice

"It saves me around $100,000 a year."
"The price is very reasonable."
"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""
"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."
"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."
"We only deal in annual licenses. There are no pay-as-you-go licenses."
"They are already coming out with a community license, which is really good. That's something that I wish to have."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"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."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"It is the most affordable because it is priced per month per user."
"The pricing is expensive."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
No data available
Outsourcing Company
13%
Comms Service Provider
12%
Computer Software Company
8%
Construction Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
No data available
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)
Supportworks
4me
 

Interactive Demo

Demo not available
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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. Xurrent and other solutions. Updated: November 2026.
920,769 professionals have used our research since 2012.