Top Rated
1144 Ratings
65 Ratings
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Score 7.9 out of 100
Top Rated
1144 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • ConnectWise Control ranks higher in 1 feature set: Remote Administration

Remote Administration

6.6

Cisco Webex Support

66%
8.3

ConnectWise Control

83%
ConnectWise Control ranks higher in 12/14 features

Screen sharing

8.2
82%
9 Ratings
9.5
95%
584 Ratings

File transfer

8.3
83%
9 Ratings
8.4
84%
557 Ratings

Instant message

7.4
74%
7 Ratings
8.1
81%
491 Ratings

Secure remote access with Smart Card authentication

9.0
90%
5 Ratings
7.6
76%
73 Ratings

Access to sleeping/powered-off computers

6.0
60%
5 Ratings
6.3
63%
303 Ratings

Over-the-Internet remote session

7.9
79%
9 Ratings
9.4
94%
590 Ratings

Initiate remote control from mobile

4.4
44%
6 Ratings
7.3
73%
381 Ratings

Remote management of servers & workstations

1.7
17%
5 Ratings
9.3
93%
506 Ratings

Remote Active Directory® management

5.7
57%
5 Ratings
8.9
89%
167 Ratings

Centralized management dashboard

6.8
68%
7 Ratings
9.0
90%
470 Ratings

Session record

8.6
86%
7 Ratings
8.3
83%
309 Ratings

Annotations

6.9
69%
7 Ratings
7.9
79%
258 Ratings

Monitoring and Alerts

6.4
64%
5 Ratings
6.8
68%
181 Ratings

Multi-platform remote control

5.2
52%
7 Ratings
8.9
89%
390 Ratings

Attribute Ratings

  • ConnectWise Control is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

Likelihood to Recommend

7.4

Cisco Webex Support

74%
11 Ratings
9.0

ConnectWise Control

90%
614 Ratings

Likelihood to Renew

9.1

Cisco Webex Support

91%
3 Ratings
10.0

ConnectWise Control

100%
39 Ratings

Usability

7.0

Cisco Webex Support

70%
1 Rating
9.3

ConnectWise Control

93%
43 Ratings

Availability

Cisco Webex Support

N/A
0 Ratings
10.0

ConnectWise Control

100%
9 Ratings

Performance

Cisco Webex Support

N/A
0 Ratings
10.0

ConnectWise Control

100%
17 Ratings

Support Rating

1.2

Cisco Webex Support

12%
5 Ratings
7.8

ConnectWise Control

78%
112 Ratings

Online Training

Cisco Webex Support

N/A
0 Ratings
7.5

ConnectWise Control

75%
24 Ratings

Implementation Rating

Cisco Webex Support

N/A
0 Ratings
10.0

ConnectWise Control

100%
40 Ratings

Configurability

Cisco Webex Support

N/A
0 Ratings
10.0

ConnectWise Control

100%
5 Ratings

Product Scalability

Cisco Webex Support

N/A
0 Ratings
10.0

ConnectWise Control

100%
17 Ratings

Vendor post-sale

Cisco Webex Support

N/A
0 Ratings
10.0

ConnectWise Control

100%
4 Ratings

Vendor pre-sale

Cisco Webex Support

N/A
0 Ratings
5.0

ConnectWise Control

50%
4 Ratings

Likelihood to Recommend

Cisco

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.
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ConnectWise

We often need to create an ad-hoc session with a device that is not under our management. We find ourselves doing this more than ever in the COVID world. Many people are working from home on personal machines with their employer, our client's permission and we are facilitating more support for these personal machines. Connectwise Control [(formerly ScreenConnect)] gives us a robust resource to control the device, navigate anywhere we need, execute various commands, and engage in an on-screen chat with the client. The session is very simple to create and very user-friendly to initiate. We do not recommend it for Android, Apple, or Chromebook applications. There is little to no support for these platforms.
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Pros

Cisco

  • 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.
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ConnectWise

  • The interface is easy to use and makes sense. It's easy to understand how to organize a large number of machines involving multiple clients. But, it's also applicable for smaller set of machines too.
  • The connection speed is very quick. I've used solutions in the past that take a variable amount of time to connect, or they just take a long time every time. Control is quick every time. It doesn't get in the way of being able to support the machines on the other end.
  • The connections are reliable. I haven't experienced random disconnects throughout hundreds of instances. It was a breath of fresh air coming from the previous solution we used. I consider Control a gold standard for what a great remote connection solution can be.
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Cons

Cisco

  • 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.
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ConnectWise

  • I'd like to see the ability to selectively log off the remote machine via a button on the toolbar. Currently it's a setting to always lock on disconnect, or never lock on disconnect, requiring the tech to manually lock the machine if called for at the end of a session. Its a small time save that would add up!
  • The chat feature could be expanded to be a lot more useful. Allowing clients to start conversations, and have conversations ping an email address if no one is monitoring the dashboard would be extremely valuable.
  • Some clarity on licensing when providing host-passes to guest technicians would be a boon, especially for one-off support sessions with vendors.
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Pricing Details

Cisco Webex Support

Starting Price

Editions & Modules

Cisco Webex Support editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    ConnectWise Control

    Starting Price

    Editions & Modules

    ConnectWise Control editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Cisco

      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.
      Read full review

      ConnectWise

      I would recommend this product for both internal remote control of end user workstations and remote access to other clients over the internet. It provides a secure and feature rich product that allows me to complete any necessary tasks without ever leaving the office. I will continue to renew as I'm eager to see what they do next. I would however wish the cloud service had a better API to work in conjunction with team collaboration or chat services to make it easier to connect with end users who use multiple workstations. (Slack or Stride provide this functionality)
      Read full review

      Usability

      Cisco

      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.
      Read full review

      ConnectWise

      On the whole SC is a very powerful tool that is a vital part of the IT service arsenal. On-site visits are an "emergency" only type of scenario. Just "showing your face" is not winning any browny points for me. If my client sees my face, it's usually just to upgrade hardware or to deal other aspects of business. SC provides me and my client the bulk of the info I need to get projects done.
      Read full review

      Reliability and Availability

      Cisco

      No answers on this topic

      ConnectWise

      In my 5 years of using the product, I am only aware of one time when the service was down and is was due to a backbone outage upstream.
      Read full review

      Performance

      Cisco

      No answers on this topic

      ConnectWise

      It performs well. It also has full control over windows security and does not get hung up like GoToMeeting when trying to install remote software at the prompt to install as admin / override. I have used TeamViewer, WebEx, LogMeIn and GoToMeeting. This is by far the best at spontaneous, remote control. It is also very easy to get a novice user connected to the session.
      Read full review

      Support Rating

      Cisco

      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.
      Read full review

      ConnectWise

      There have been two times when something has went wrong and I needed immediate assistance in order to be able to use Screenconnect to be able to help clients and response has not been immediate. The response time has been within 24 hours. Both times if there had been easier to navigate self help I would have been able to help myself. With better self help and a speedier response it would definitely be a 10 as they always respond and help. Just a little more difficult or slow than it should be at times
      Read full review

      Online Training

      Cisco

      No answers on this topic

      ConnectWise

      I find ScreenConnect to be very simple and effective overall, with the main problem being that a number of my clients can't download the app due to existing firewalls and so on. Otherwise it does its job well, and I'm happy with it.
      Read full review

      Implementation Rating

      Cisco

      No answers on this topic

      ConnectWise

      ConnectWise has done everything they could to help us in any situation. Great support team and their new updates are always providing features that we need. Its a simple solution that works the way we need it to. Their legacy pricing model is still much better than their subscription based model however it is still fair pricing
      Read full review

      Alternatives Considered

      Cisco

      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.
      Read full review

      ConnectWise

      I have worked with Citrix, AnyDesk, LogMeIn, VNC Connect, and many others. I ultimately installed ConnectWise as a self-hosted solution, based on the incredible list of features and capabilities, and the pricing at the time. I continue to use the product as it is still one of the best solutions out there and is certainly capable of growing and expanding to meet the needs of my business.
      Read full review

      Scalability

      Cisco

      No answers on this topic

      ConnectWise

      This is a great product and works whether you have 5 devices or you have 1000 devices. I love the extra features like being able to restart and get back on the remote computer. It also very easy to use and is very secure. I would recommend this to anyone doing remote support.
      Read full review

      Return on Investment

      Cisco

      • 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.
      Read full review

      ConnectWise

      • Instead of waiting 30+ seconds to initiate sessions, they initiate and display a desktop in two or three seconds. The amount of frustration this avoids is immeasurable.
      • Once installed it doesn't need more handholding, i.e., having the remote enter a username/password. It is always just there.
      Read full review

      Screenshots

      Add comparison