15 Ratings
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Score 8.8 out of 101
5 Ratings
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Score 9 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
Eric Novikoff profile photo

UiPath Enterprise RPA Platform

Ideal:Repetitive processes with stable applications and digital data feeds. We have a legacy core banking system, and being able to address a number of "manual workarounds" that have become core processes has been great for the organisation. Largely, we have seen this processes in Operations teams. Additionally, work that would ideally be done out of hours or 24/7 in which human resources aren't available to work at these times is a strong candidate.Not ideal:While there is significant work connecting with smart OCR style technologies, this still ends in more manual intervention than digital data feeds.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
UiPath Enterprise RPA Platform
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
UiPath Enterprise RPA Platform
Service restoration
Agiloft Flexible Service Desk Suite
10.0
UiPath Enterprise RPA Platform
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
UiPath Enterprise RPA Platform
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
UiPath Enterprise RPA Platform
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
UiPath Enterprise RPA Platform

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
UiPath Enterprise RPA Platform
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
UiPath Enterprise RPA Platform
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
UiPath Enterprise RPA Platform

Change management

Agiloft Flexible Service Desk Suite
9.8
UiPath Enterprise RPA Platform
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
UiPath Enterprise RPA Platform
Service-level management
Agiloft Flexible Service Desk Suite
10.0
UiPath Enterprise RPA Platform

Pros

  • Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team.
  • Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems.
  • The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators.
  • High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation.
  • Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.
Eric Novikoff profile photo
  • Speed to deliver an automated process - significantly quicker than traditional technology projects.
  • Time to productivity - Good community and training resources that means new developers become productive in a few weeks to a few months depending on previous experience.
  • Business Language - Automations are largely self-documenting, with a graphical flowchart. This is good for developers (many can be technical business people rather then technology people) and also for process owners to be able to mostly review their processes
  • Speed of new feature development - UiPath is rapidly improving their product.
  • Community resources - a reasonably large community is adding more activities and there are also help resources like the forum and Slack available.
No photo available

Cons

  • I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
  • The cost per user after the first 3 is somewhat costly.
Matt Gibson profile photo
  • Because of the speed of development, there is some meaningful infrastructure effort to continuously apply updates.
  • Given the growth in the company, some support staff are somewhat inexperienced and therefore incident resolution can take longer than ideal.
  • Recent change to the way Support jobs are logged (more away from Zendesk) has reduced the ease of logging jobs and looking at job history.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto profile photo
UiPath Enterprise RPA Platform9.1
Based on 1 answer
We have used this software for nearly two years and have multiple processes using the software, we are fully invested in the automation through UiPath
Ben Williams profile photo

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

Easier to navigate and works about the same, yet without the enormous costs to get in.
Matt Gibson profile photo
UiPath has a much lower learning curve and after using the Pegasystems platform (formerly OpenSpan, prior to acquisition by Pegasystems) we found that developers were able to learn and deliver applications much faster with UiPath. Automation Anywhere was very similar in that it required developers that had a lot of coding experience to be able to use effectively. Whereas with UiPath you could take a Business Analyst and get them up to speed with UiPath much more easily.
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Return on Investment

  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
Matt Gibson profile photo
  • UiPath has had a positive impact on our customer satisfaction ratings. Since deploying an RPA solution for product activation, Customer Satisfaction surveys for that function have steadily increased month over month.
  • RPA solutions on complicated processes (more than approximately 6 decisions) "Desktop Automation" should be avoided due to the development effort involved. Look for simpler tasks that happen very frequently to drive higher ROI.
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Screenshots

UiPath Enterprise RPA Platform

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

UiPath Enterprise RPA Platform

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details