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121 Ratings
65 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

SolarWinds Dameware Remote Support (DRS)

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121 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.8 out of 100

Feature Set Ratings

  • SolarWinds Dameware Remote Support (DRS) ranks higher in 1 feature set: Remote Administration

Remote Administration

6.6

Cisco Webex Support

66%
8.2

SolarWinds Dameware Remote Support (DRS)

82%
SolarWinds Dameware Remote Support (DRS) ranks higher in 10/14 features

Screen sharing

8.2
82%
9 Ratings
10.0
100%
53 Ratings

File transfer

8.4
84%
9 Ratings
10.0
100%
50 Ratings

Instant message

7.4
74%
7 Ratings
6.8
68%
46 Ratings

Secure remote access with Smart Card authentication

9.0
90%
5 Ratings
6.1
61%
15 Ratings

Access to sleeping/powered-off computers

6.0
60%
5 Ratings
9.0
90%
35 Ratings

Over-the-Internet remote session

8.0
80%
9 Ratings
7.3
73%
47 Ratings

Initiate remote control from mobile

4.3
43%
6 Ratings
9.0
90%
25 Ratings

Remote management of servers & workstations

1.7
17%
5 Ratings
9.4
94%
57 Ratings

Remote Active Directory® management

5.8
58%
5 Ratings
6.8
68%
39 Ratings

Centralized management dashboard

6.9
69%
7 Ratings
8.1
81%
38 Ratings

Session record

8.6
86%
7 Ratings
8.5
85%
5 Ratings

Annotations

6.9
69%
7 Ratings
7.9
79%
4 Ratings

Monitoring and Alerts

6.5
65%
5 Ratings
8.7
87%
5 Ratings

Multi-platform remote control

5.1
51%
7 Ratings
7.2
72%
31 Ratings

Attribute Ratings

  • Cisco Webex Support is rated higher in 1 area: Likelihood to Renew
  • SolarWinds Dameware Remote Support (DRS) is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

7.5

Cisco Webex Support

75%
11 Ratings
9.2

SolarWinds Dameware Remote Support (DRS)

92%
65 Ratings

Likelihood to Renew

9.1

Cisco Webex Support

91%
3 Ratings
9.0

SolarWinds Dameware Remote Support (DRS)

90%
13 Ratings

Usability

7.0

Cisco Webex Support

70%
1 Rating
9.0

SolarWinds Dameware Remote Support (DRS)

90%
10 Ratings

Availability

Cisco Webex Support

N/A
0 Ratings
9.0

SolarWinds Dameware Remote Support (DRS)

90%
2 Ratings

Performance

Cisco Webex Support

N/A
0 Ratings
8.5

SolarWinds Dameware Remote Support (DRS)

85%
4 Ratings

Support Rating

1.2

Cisco Webex Support

12%
5 Ratings
5.0

SolarWinds Dameware Remote Support (DRS)

50%
17 Ratings

In-Person Training

Cisco Webex Support

N/A
0 Ratings
9.0

SolarWinds Dameware Remote Support (DRS)

90%
1 Rating

Online Training

Cisco Webex Support

N/A
0 Ratings
9.0

SolarWinds Dameware Remote Support (DRS)

90%
1 Rating

Implementation Rating

Cisco Webex Support

N/A
0 Ratings
5.0

SolarWinds Dameware Remote Support (DRS)

50%
22 Ratings

Configurability

Cisco Webex Support

N/A
0 Ratings
9.5

SolarWinds Dameware Remote Support (DRS)

95%
2 Ratings

Ease of integration

Cisco Webex Support

N/A
0 Ratings
9.5

SolarWinds Dameware Remote Support (DRS)

95%
2 Ratings

Product Scalability

Cisco Webex Support

N/A
0 Ratings
8.0

SolarWinds Dameware Remote Support (DRS)

80%
2 Ratings

Vendor post-sale

Cisco Webex Support

N/A
0 Ratings
9.5

SolarWinds Dameware Remote Support (DRS)

95%
2 Ratings

Vendor pre-sale

Cisco Webex Support

N/A
0 Ratings
9.5

SolarWinds Dameware Remote Support (DRS)

95%
2 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.
Read full review

SolarWinds

I feel like this is a very robust solution that I would recommend to anyone who relies heavily on remote support. Most of the colleagues I work with already use SolarWinds products to one extent or the other. I feel the price for the solution is very fair and a good value for the product.
Read full review

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.
Read full review

SolarWinds

  • Troubleshooting computers remotely without the need for the user to even be around.
  • Install software that needs to be installed manually without having to travel.
  • Viewing what the user is doing specifically that triggers the issue, making replicating issues way simpler.
Read full review

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.
Read full review

SolarWinds

  • It would be nice if the installed agent would be able to check in with the server so that I can connect to laptops, etc that have the agent pre-installed for when they are off network.
  • DameWare could do better with the mobile app. I cannot connect in from the outside with the mobile app to provide quick support if needed. This kind of defeats the purpose of a mobile app. If I am on the network, I probably have access to my workstation.
Read full review

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

    SolarWinds Dameware Remote Support (DRS)

    Starting Price

    $276 per technician, unlimited end users

    Editions & Modules

    SolarWinds Dameware Remote Support (DRS) editions and modules pricing
    EditionModules
    Dameware Remote Support$3881
    Dameware Mini Remote Control$2762

    Footnotes

    1. per technician, unlimited end-users
    2. per technician, unlimited end users

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    DameWare Remote Support and Mini Remote Control are licensed based on the number of technician users that use the software for remote administration. There are no limits or restrictions for the number of end-users supported or the number of remote endpoints/computers supported. As you buy higher counts of licenses, the per-seat pricing goes down giving you a reduced total price.

    Pricing Info

    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

    SolarWinds

    This application is one of my most used tools when it comes to supporting end users and the network as well. I don't have to run all over the place to get things done when I can access multiple computers on the network at the same time to accomplish multiple tasks in a minimal amount of time.
    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

    SolarWinds

    Because it has enhanced my ability to trouble shoot more issues during the day. Instead of having to go to each machine and spend time at the machine, I can remote in from my desktop and assist the person 90 per cent of the time. I also use it from home to remote in which saves me the time from having to return back to the workplace.
    Read full review

    Reliability and Availability

    Cisco

    No answers on this topic

    SolarWinds

    Yes, always available.
    Read full review

    Performance

    Cisco

    No answers on this topic

    SolarWinds

    The application always seems responsive to me
    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

    SolarWinds

    I use a Samsung mobile device; DameWare Mobile was working and then after an Android update it started crashing. I reported the issue to DameWare and worked with the technicians and developers to gather data for them to correct the issue. They quickly published a beta release for me to test (which corrected the crashes) and then published an update to the Google Play Store.
    Read full review

    In-Person Training

    Cisco

    No answers on this topic

    SolarWinds

    It was excellent
    Read full review

    Online Training

    Cisco

    No answers on this topic

    SolarWinds

    The videos were more than sufficient to learn the product
    Read full review

    Implementation Rating

    Cisco

    No answers on this topic

    SolarWinds

    It helps greatly if you know someone already using DameWare Remote Support. I was fortunate as my tech support guys were using it at their hospital and assisted me through the purchase, download and implementation of remote support. As well as, knowing how many licenses to purchase at the time. You have to make sure that anyone assisting in IT can have access to the program with their own license.
    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

    SolarWinds

    We previously utilized LogMeIn. They increased the pricing of their solution which made us reconsider it. I inherited LogMeIn. I am not a big fan of hosted solutions for some vital IT processes. There was convenience in LogMeIn, but there were also risks about the solution that I was never completely comfortable with. I had utilized DameWare at a previous company, so I knew what I was getting with it. It was an easy decision for me to make. DameWare is an exceptional product.
    Read full review

    Scalability

    Cisco

    No answers on this topic

    SolarWinds

    You get an 8 because of the constant initial freeze on most connections. Takes a reconnect to have it work.
    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

    SolarWinds

    • DameWare has allowed us to maintain our non-traditional approach to IT support. It allows our administrators to work from anywhere and has extended their reach to clients domestic and abroad.
    • Return on investment was realized as soon as we purchased the licenses. We don't have to maintain a large office space or overhead costs due to the flexibility it allows our administrators.
    • First call resolution has increased drastically since implementing DameWare company-wide. The user no longer has to wait to reproduce an error. We can screen share and view it as it happens and mitigate the issues.
    Read full review

    Screenshots

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