Atera vs. SymphonyAI: A full comparison for IT teams

Agentic AI has paved the way into IT management, transforming how IT operations are managed. Gartner estimates that by 2029, 80% of common customer service issues will be autonomously resolved by Agentic AI, without any human intervention.

While this estimate might sound wild, we’re already seeing parts of it in fruition with Agentic AI tools, such as Atera and SymphonyAI.

Atera and SymphonyAI are leading solutions in Agentic AI for ITSM, but they differ in many ways, which is why we created this article. If you’ve been looking for an in-depth comparison of the two platforms, you’ve landed in the right place.

Atera vs. SymphonyAI: An overview

Looking for a quick overview of Atera vs. SymphonyAI? We’ve created a handy table here:

Before we go into the in-depth part of our review, here’s also G2’s comparison rating of Atera vs. SymphonyAI:

G2’s comparison of Atera and SymphonyAI

As you can see, Atera leads SymphonyAI across all categories, whether it’s quality of support, product direction, ease of use, or how well the software meets user requirements.

#1: Features and capabilities

Let’s begin with an important part of this comparison: The features and capabilities of Atera and SymphonyAI.

While both platforms have made their mark in the Agentic AI space, their approaches differ.

SymphonyAI is a broader AI company that builds industry-specific AI applications. Rather than being an all-in-one platform (like Atera), SymphonyAI’s ITSM is made up of modular applications that address specific areas of IT management.

One of these applications is the new Apex 2.0, which is SymphonyAI’s AI-powered ITSM solution. Its aim is to automate IT processes, such as incident, asset, and knowledge management.

Apex 2.0 is just one of the products within its ecosystem, and implementing it usually involves integrating with the broader Eureka AI platform (or third-party systems).

The process of combining these different systems can be complex, which is also reported by its users:

In contrast, Atera takes a different approach. Atera is an all-in-one, Agentic AI platform for IT management that combines all the key IT functions into one platform, one subscription. The key features include RMM, patch management, helpdesk, remote control, scripting, and autonomous IT agents.

With Atera, you get access to:

• RMM software for remotely monitoring and managing all endpoints
• Atera’s Robin, which autonomously handles 80% of first-tier support without human involvement
• Atera’s AI Copilot, which is technicians’ go-to IT companion for troubleshooting, scripting, and generating ticket summaries
• Helpdesk and ticketing, where Copilot helps to automatically summarize and respond to tickets
• Patch management for keeping Windows, macOS, and Linux systems up-to-date
• Network discovery to automatically discover and keep track of your IT assets

What makes Atera truly stand out is our autonomous IT agents, which we’ll have a better look at next.

#2: Agentic AI development

On G2’s list of the best AIOps tools, Atera was ranked in the #1 position, which is a testament to the impact our AI agents already have.

Our AI agents bring three key advantages for organizations:

1. Cut 40% of your IT workload: Autopilot doesn’t just assist; it rolls up its sleeves and solves real-world IT issues, such as installing software, resolving device issues, and generating step-by-step instructions. With Autopilot handling first-tier support, up to 40% of your IT workload is instantly eliminated.

2. Always-on 24/7 support: Unlike human technicians (who do need to sleep), Autopilot is available 24/7 for end-users, helping them to diagnose device issues, answer general IT questions, and give instructions.

3. Personal IT companion for technicians: Atera Copilot is there to assist technicians in real-time, helping them to run health checks, execute actions, generate scripts, and respond to tickets. With Copilot, technicians finally have the time and resources to focus on more strategic tasks that move the needle.

SymphonyAI’s Apex 2.0 also offers AI capabilities within its system. Its AI helps with:

• Highlighting incidents that should be prioritized
• Summarizing incidents and guiding remediation steps
• Detecting patterns and doing a root cause analysis of incidents
• Getting insights from past incidents

While these AI features are great, Apex 2.0 isn’t capable of autonomously resolving issues, which is something Atera’s Autopilot does.

Like with Atera, SymphonyAI can be integrated with Microsoft Teams. Atera also expands our Autopilot integrations to Slack, WhatsApp, email, and 50+ other channels. 

#3: Pricing and value for money

At Atera, we’re big advocates of transparent pricing. Our standard IT department pricing plans range from $149 to $219 per month, and the MSP pricing plans range from $129 to $209 per month.

What’s unique about our RMM pricing is that with each plan, you can manage unlimited endpoints/devices for a fixed monthly/annual cost.

So, how does this compare to SymphonyAI?

SymphonyAI’s pricing is unfortunately based on a custom quotation, so we cannot provide an exact cost. To receive the pricing, you need to be in touch with their sales team:

#4: User interface and usability

Both Atera and SymphonyAI have generally received positive feedback for their user interfaces.

Here’s one of the pictures we found of SymphonyAI’s admin dashboard:

In comparison, here’s a look at Atera’s admin dashboard:

While we might be a bit biased, we truly believe that Atera’s intuitive admin dashboards offer more value for most enterprises.

And we’re not alone with this opinion. Using G2 to compare Atera and SymphonyAI’s ease of use categories, we can see Atera leading in each one:

One G2 user described Atera’s admin interface and said: 

“The best thing about Atera is the ease of use, the UI, and how it works, as well as the agent that gets installed on each endpoint. It’s a great system that I love using. I love the way patching works as well, and the webinar I joined and watched gave me a lot of insight about the way everything works within that.”

#5: Customer support and community

Atera and SymphonyAI have notable differences in their customer support and community.

SymphonyAI mentions having standard email and phone support, but users mention having difficulties getting a response within the promised SLA.

This is what one user said:

There’s 24/7 support for critical incidents, but it’s only for the users under the Enterprise IT category.

Another thing that’s a bit odd about SymphonyAI’s support is that they mention having a “24/7 customer portal and knowledge base,” but we couldn’t find it anywhere on their website.

This same thing has also been a concern of SymphonyAI’s customers:

In contrast, Atera offers 24/7 live chat and email support to all its users, making sure you have access to help at all times.

Our responsive support is often considered one of the best parts of our platform. One G2 user mentioned “getting an answer immediately, and within just a couple of minutes, the issue was fixed.”

Unlike Symphony AI, our help center is publicly accessible and covers all aspects of Atera’s platform in detail.

#6: User feedback and reviews

On G2 alone, Atera has received over 800+ reviews with an impressive 4.6 out of 5.0 stars average rating. In comparison, SymphonyAI has the same average rating with 60+ reviews.

The main things Atera users appreciate about the platform are its Agentic AI technology, ease of use, all-in-one functionality, and transparent per-technician pricing.

One G2 user described some of these advantages and said, “Atera AI integrations really help our Level 1 technicians to succeed. The automation of scripts on alerts and Copilot pointing technicians in the right direction makes Atera a cut above the rest.”

One user appreciated SymphonyAI’s patching features and said, “The best part I genuinely like is we can remotely deploy any updates via software, which can be reflected on user machines that are in the domain.”

One of the main issues users have with SymphonyAI is its integrations with legacy systems, as reported by its users.

With Atera, there’s no need for integrations with legacy systems, as all of our IT management features are built into the platform. This removes all the hassle of managing multiple platforms or setting up complex APIs.

Why Atera is the right choice for most organizations

While SymphonyAI has successfully expanded AI technology into many industries, its Agentic AI capabilities within ITSM remain limited. Its AI assistant can summarize incidents and suggest remediation steps, but cannot take actions autonomously.

In comparison, Atera is the first and only Agentic AI platform for IT management, offering a digital workforce of AI agents that support your entire IT operation autonomously. With Atera’s AI agents, IT teams can deliver better service, handle issues faster, and focus on strategy instead of fix/break or firefighting.
To see how Atera can help you achieve unparalleled IT efficiency, you can try Atera for free for 30 days.