Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.
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Citrix Workspace (discontinued)
Score 7.7 out of 10
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Citrix Workspace is a workspace solution that delivers secure access to all apps and files from a single interface. Based on the former Scalextreme product, it will not receive future updates from Citrix.
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.
Citrix Workspace is no doubt one of the best solutions if you are looking for seamless access to multiple daily used applications at a single place in a company secured connection. It has centralized updates and a patching mechanism which makes it operate hassle-free. If you are using AWS cloud in your company and big fan of it, you can also go for Amazon Workspaces for a uniform ecosystem.
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.
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.
I find it particularly difficult to easily save to anything other than my file database, such as my regular desktop files. The series of folder paths is very confusing in my opinion.
I cannot save pdfs to my remote system and must save them locally.
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.
We find Citrix Workspace an easy to use, reliable and secure remote access tool. We never have issues accessing either environments (workstations, servers and virtual machines) not using deployed applications.
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.
Access to the workspace is simple and quick, using username and password and a second factor authentication. Once logged in, you can see all the environments (servers, virtual machines, etc) and applications that are available based on the permission granted to your user. With a couple of clicks you can easily access to your remote desktop or to one of the applications.
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.
Citrix does great at allowing us to access work from remote locations. Our IT provider is very familiar with the product and is able to troubleshoot this product much better than the competitors.
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.
During the pandemic, Citrix Workspace was vital in allowing me to continue operations by working from home. Without Citrix Workspace, I think that our company would have had a lot of trouble with all of the WFH operations.
