57 Ratings
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Score 7.4 out of 100
63 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Cisco Webex Support

We use WebEx Support Center in the IT department to support users as well as work with vendors remotely. This applies to physical desktops, laptops, and Virtual Desktops. We have around 200 employees. Most employees work in one of our offices, but we do have at least 5-10 users who are more frequently remote than they are in the office. It helps us remotely access machines we wouldn't otherwise have access to, due to lack of physical access. It's excellent for troubleshooting access problems from users' personal machines, as well.
Anonymous | TrustRadius Reviewer

Citrix Virtual Apps (formerly XenApp)

Large enterprises with hundreds or thousands of users across many geographical locations are ideal candidate for Citrix XenApp. For medium enterprises, Citrix also offers XenApp in the cloud which is a hybrid cloud model where management servers are in the cloud and the company can host the worker servers locally or in preferred data center setup. Xenapp is also ideal for applications that requires frequent update to users and to ensure all users have access to the same version of the application from anywhere, any device, and any type of network connection.
Keith Kyaw, MBA, ITIL, CCA | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
6.6
Citrix Virtual Apps (formerly XenApp)
Screen sharing
Cisco Webex Support
7.5
Citrix Virtual Apps (formerly XenApp)
File transfer
Cisco Webex Support
7.8
Citrix Virtual Apps (formerly XenApp)
Instant message
Cisco Webex Support
7.7
Citrix Virtual Apps (formerly XenApp)
Secure remote access with Smart Card authentication
Cisco Webex Support
9.0
Citrix Virtual Apps (formerly XenApp)
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
Citrix Virtual Apps (formerly XenApp)
Over-the-Internet remote session
Cisco Webex Support
7.1
Citrix Virtual Apps (formerly XenApp)
Initiate remote control from mobile
Cisco Webex Support
9.0
Citrix Virtual Apps (formerly XenApp)
Remote management of servers & workstations
Cisco Webex Support
2.4
Citrix Virtual Apps (formerly XenApp)
Remote Active Directory® management
Cisco Webex Support
2.4
Citrix Virtual Apps (formerly XenApp)
Centralized management dashboard
Cisco Webex Support
4.8
Citrix Virtual Apps (formerly XenApp)
Session record
Cisco Webex Support
8.7
Citrix Virtual Apps (formerly XenApp)
Annotations
Cisco Webex Support
6.8
Citrix Virtual Apps (formerly XenApp)
Monitoring and Alerts
Cisco Webex Support
2.4
Citrix Virtual Apps (formerly XenApp)
Multi-platform remote control
Cisco Webex Support
8.1
Citrix Virtual Apps (formerly XenApp)

Application Virtualization

Cisco Webex Support
Citrix Virtual Apps (formerly XenApp)
6.2
Application support
Cisco Webex Support
Citrix Virtual Apps (formerly XenApp)
5.6
Device support
Cisco Webex Support
Citrix Virtual Apps (formerly XenApp)
9.7
Ease of deployment
Cisco Webex Support
Citrix Virtual Apps (formerly XenApp)
2.2
Application packaging
Cisco Webex Support
Citrix Virtual Apps (formerly XenApp)
8.0
Security
Cisco Webex Support
Citrix Virtual Apps (formerly XenApp)
5.6

Pros

Cisco Webex Support

  • Simple Remote Access - WebEx Support Center works with either a permanent install or temporary executable, so you don't have to worry about users being particularly comfortable or knowledgeable about software installation. It also doesn't matter if the user is on an account without admin rights, you can still connect and see what's going on using the temporary executable.
  • Robust Access Options - You can take see the user's screen, take control of their screen, send files, and retrieve files. It's a great tool for troubleshooting issues that users might be experiencing and doesn't depend on them being able to find the files that you need to properly troubleshoot their issues.
  • Great performance - Even when users don't have a particularly great internet connection, you can still typically get good results and help them quickly. You're not going to do it over dial-up (if that even still exists for anyone), but it works acceptably well even over very modest DSL or satellite internet connections.
Kurt Ferguson | TrustRadius Reviewer

Citrix Virtual Apps (formerly XenApp)

  • Xenapp uses a proprietary system (IMA/FMA) to more quickly deliver the screen shots, mouse clicks, etc...being done on the servers back to the users screen. This system is faster than any other app delivery programs protocols and for most users the apps are fairly seamless and run as if they were local as to speed.
  • Xenapp does require some training but overall is not overly technical in nature which helps in quickly ramping up into managing and configuring it.
  • XenApp's one main goal is to publish applications to user desktops. It does that better than any other solution on the market. There are alternate ways of doing this including simply using Microsoft's built in App delivery product but you will encounter more issues and a less than happy user experience if you try to pay less and skip adding XenApp into the mix.
Anonymous | TrustRadius Reviewer

Cons

Cisco Webex Support

  • During initial setups it can be a little confusing.
  • The look and feel is a little rigid. It feels like it is in need of a smoother UI update.
  • When a new user is introduced to webex and they are asked to share their desktop, it maybe a little difficult for the user to navigate to the correct buttons.
Shawn Oudavanh | TrustRadius Reviewer

Citrix Virtual Apps (formerly XenApp)

  • Cost - Licensing costs are not cheap.
  • Local printing is not installed by default. It took some time getting printing set up for each individual user.
  • Application compatibility is an issue when Citrix XenApp is updated, we were forced into purchasing not only an update, but also new office software.
Eric Mueller, CSM, PMP | TrustRadius Reviewer

Likelihood to Renew

Cisco Webex Support

Cisco Webex Support 9.1
Based on 3 answers
The Enterprise package we purchased (Event Center, Remote Support, Meeting Center, and Training Center) for 100 users is the same annual price as GoToMeeting for 25 users. We will renew as it is a package deal. If it were just WebEx Remote Support, we would not renew at all.
Zak Gunnells | TrustRadius Reviewer

Citrix Virtual Apps (formerly XenApp)

No score
No answers yet
No answers on this topic

Usability

Cisco Webex Support

Cisco Webex Support 7.0
Based on 1 answer
Honestly, there are people available. But none of them will help you with your issues. They just keep assigning new service engineers who are often clueless.
Anonymous | TrustRadius Reviewer

Citrix Virtual Apps (formerly XenApp)

Citrix Virtual Apps (formerly XenApp) 8.0
Based on 1 answer
Functions well in a Department of Defense environment, particularly when paired with a physical NetScaler that is FIPS compliant
Anonymous | TrustRadius Reviewer

Support Rating

Cisco Webex Support

Cisco Webex Support 3.1
Based on 4 answers
As a user of Cisco Webex Support, I have never had to contact Cisco for technical support as it is a very easy to use tool.
Julio Cesar Lara Favela | TrustRadius Reviewer

Citrix Virtual Apps (formerly XenApp)

No score
No answers yet
No answers on this topic

Implementation Rating

Cisco Webex Support

No score
No answers yet
No answers on this topic

Citrix Virtual Apps (formerly XenApp)

Citrix Virtual Apps (formerly XenApp) 7.0
Based on 1 answer
Issues with overlapping settings caused troubleshooting to be a problem during the early stages of deployment.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco Webex Support

I would say that Cisco Webex Support stacks up pretty evenly in capability, but in some regards (video clarity, toll-free access, etc.) they were even better. Where they did provide a better solution for toll-free access on audio bridges, their audio quality was worse for those that wanted to use VoIP for the audio conference bridge.
Anonymous | TrustRadius Reviewer

Citrix Virtual Apps (formerly XenApp)

Other products were more cost effective, offered a better support contract, had less dependencies on third party programs, were much simpler to configure, had better documentation, and didn't require as much hardware.We chose Citrix over the alternatives, because one of our customers required the use of Citrix for the connection of Third Party vendors.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Webex Support

  • WebEx Support Center works pretty excellently for us as we are a small shop. We are experienced and have pretty good skill sets. WebEx Support Center is an excellent product for our use cases with our users and client to troubleshoot issues.
  • WebEx Support Center is more expensive than our previous product MXIE or Logmein. It has a more user-friendly UI, and overall performance is better and reliable.
Anonymous | TrustRadius Reviewer

Citrix Virtual Apps (formerly XenApp)

  • Allowing staff to complete time sensitive work. i.e. Accounting processing payroll, billing. Staff meeting deadlines for client production products.
  • Time installing and configuring software occurrences is externally cut down. Such as personal profile configuration of toolbar's, files, shortcuts, etc.
  • Software licenses reduced.
Daniel J. Lewis | TrustRadius Reviewer

Pricing Details

Cisco Webex Support

General

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

Citrix Virtual Apps (formerly XenApp)

General

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

Rating Summary

Likelihood to Recommend

Cisco Webex Support
5.9
Citrix Virtual Apps (formerly XenApp)
7.8

Likelihood to Renew

Cisco Webex Support
9.1
Citrix Virtual Apps (formerly XenApp)

Usability

Cisco Webex Support
7.0
Citrix Virtual Apps (formerly XenApp)
8.0

Support Rating

Cisco Webex Support
3.1
Citrix Virtual Apps (formerly XenApp)

Implementation Rating

Cisco Webex Support
Citrix Virtual Apps (formerly XenApp)
7.0

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