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Sendbird vs Serviceaide ChangeGear 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
6.8
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)
Sendbird
Average Rating
8.4
Reviews Sentiment
6.1
Number of Reviews
13
Ranking in other categories
Help Desk Software (9th), Enterprise Social Software (6th), AI Customer Experience Personalization (2nd), AI Customer Support (3rd)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (25th), IT Service Management (ITSM) (23rd)
 

Featured Reviews

Nadeem K. - PeerSpot reviewer
Rpa Developer at a consultancy with 11-50 employees
Automation has freed teams from repetitive finance and supply tasks and supports global operations
In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.
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.
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"Working with the Automation Anywhere application is very easy in our environment."
"AA helped us to reduce the processing time of requests almost instantly."
"This product has helped us a lot by improving and growing the business in different domains."
"The Control Room for the bots and its ability to connect bots with APIs are the most valuable features."
"Automation Anywhere has improved our company a lot, because we are currently trying to leverage automation in different departments to allow employees to work where more human intervention is needed."
"it helps to save time when doing processes. E.g., when you do a manual process for eight hours, that time is saved because the bot will do that task for you. The process owners will be able to do the analysis part. The repetitive/manual part will be done by the robot."
"We're finding time savings as a benefit. One example would be a customer service rep who might get a question about an order, and it's usually through email. It can take a good three to seven business days to answer a customer's question about their order. When we automate it, it takes hours, if not minutes."
"We are working with one of the bots where we send claims through WhatsApp. Any user could take a photo in WhatsApp, then send that data to the organization. Now, whenever a photo is takes, different phones have different primary resolutions, and the data being captured is not clear data. At that moment, the data is automated to a very power system which centralizes the process to one point. This is what we are using for the insurance provider. They fill out the claims form and send this information to the organization, then we use automation tools to automate the process and come to a conclusion."
"Sendbird is reliable and generally crash-free."
"Sendbird is a very strong, reliable tool when it comes to real-time communications."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."
"There are many useful features with Sendbird."
"Sendbird positively impacts my organization by reducing our time to create the chat module for the applications over the web and the Android and iOS mobile applications, allowing us to easily integrate this chat feature with less time."
"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."
"The Sendbird developer portal provides each step, including methods, making it easy to implement."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"The ability to add Additional Information Screens on the fly."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
 

Cons

"There is a lot of scope for improvement in terms of stability. It is a concern, because right now we are close to 20 to 25 percent false negatives that are coming up."
"After implementing, I have seen that some customers are not getting ROI from that, so they are stepping back from using Automation Anywhere."
"There could be improvement in the reporting and insights into the ROI. The ROI tool that shows the performance and the return on investment is not very accurate."
"We'd like to see more AI features."
"Automation Anywhere could improve its integration with Python and other programming languages."
"For people who don't have technical skills, Automation Anywhere may take time when it comes to browsing or loading time, and sometimes becomes very buggy with unwanted failures."
"This solution should be more user-friendly so that our clients can take a bot that we have developed for them, and then run it by themselves."
"Automation Anywhere has to be integrated with machine learning and AI systems to read images and videos, then put the information into another format."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
"Their pricing is very high compared to competitors, which is a concern for us."
"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."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"More analytics tools could be integrated into Sendbird."
"I thought that there should be the audio and the video call functionality as well."
"Sendbird can be improved by looking into the app ID and improvements on a daily basis."
"Impersonating a user or using a template user to send messages for development purposes would be very useful."
"We had a lot of issues with non-Windows servers during implementation."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"Usability for IT analysts could be improved."
 

Pricing and Cost Advice

"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."
"I would like them to have better license management."
"This solution costs approximately $3,500 USD per license."
"It's cheaper than other similar solutions."
"The major reason that we selected Automation Anywhere was the licensing model."
"We have a three-year contract with Automation Anywhere."
"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."
"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."
"There is a starter plan for $399 per month, and a pro plan for $799 dollars."
Information not available
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Construction Company
20%
Manufacturing Company
15%
Comms Service Provider
13%
Outsourcing Company
9%
Construction Company
20%
Comms Service Provider
12%
Outsourcing Company
10%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise5
Large Enterprise3
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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 Sendbird?
Compared to other chat providers, Sendbird is not that expensive to integrate and this cost is very low.
What needs improvement with Sendbird?
To improve Sendbird, it could provide features such as those in WhatsApp, including allowing users to share their cur...
What is your primary use case for Sendbird?
My main use case for Sendbird is chat with one-to-one persons or group chat, and with other features like audio calli...
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Sendbird Calls, Sendbird Desk
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Oakwood Systems Group
Find out what your peers are saying about Sendbird vs. Serviceaide ChangeGear and other solutions. Updated: November 2026.
920,929 professionals have used our research since 2012.