What users are saying about
46 Ratings
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Score 7.1 out of 100
2 Ratings
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Score 8 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

DeskRoll Remote Desktop

DeskRoll Remote Desktop is well suited for consultant and remote support. It's less appropriate for clients worried about security and anytime remote access.
Matt Karcher | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
7.0
DeskRoll Remote Desktop
8.2
Screen sharing
Cisco Webex Support
6.0
DeskRoll Remote Desktop
9.0
File transfer
Cisco Webex Support
6.6
DeskRoll Remote Desktop
8.0
Instant message
Cisco Webex Support
7.4
DeskRoll Remote Desktop
7.0
Secure remote access with Smart Card authentication
Cisco Webex Support
8.9
DeskRoll Remote Desktop
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
DeskRoll Remote Desktop
Over-the-Internet remote session
Cisco Webex Support
6.0
DeskRoll Remote Desktop
9.0
Initiate remote control from mobile
Cisco Webex Support
8.9
DeskRoll Remote Desktop
8.0
Remote management of servers & workstations
Cisco Webex Support
4.8
DeskRoll Remote Desktop
Remote Active Directory® management
Cisco Webex Support
4.8
DeskRoll Remote Desktop
Centralized management dashboard
Cisco Webex Support
5.1
DeskRoll Remote Desktop
Session record
Cisco Webex Support
9.1
DeskRoll Remote Desktop
Annotations
Cisco Webex Support
6.9
DeskRoll Remote Desktop
Monitoring and Alerts
Cisco Webex Support
4.6
DeskRoll Remote Desktop
Multi-platform remote control
Cisco Webex Support
9.3
DeskRoll Remote Desktop
8.0

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

DeskRoll Remote Desktop

  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Matt Karcher | 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

DeskRoll Remote Desktop

  • DeskRoll has really done a great job with this software and I don't see any need for improvement
Matt Karcher | 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

DeskRoll Remote Desktop

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

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Support Rating

Cisco Webex Support

Cisco Webex Support 5.8
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

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Alternatives Considered

Cisco Webex Support

Logmein GoToAssist
    • Logmein-GoToAssist is the product we used previously and still to some degree use with WebEx Support Center. It was not always reliable and suffered with network congestion but worked quite well for us, we as a team feel that WebEx Support Center is a more reliable and a better overall product. This to me is due to the simplicity of the UI and ease of use as well as the quality of the network performance.
Kaseya with VNC Connect
  • We use within Kaseya for our internally servers and local office users due to cost and efficiency, but it is more intended as console-level access and has a bit more features then WebEx Support Center, however is not good for remote support for our users who travel as it is slow.
Anonymous | TrustRadius Reviewer

DeskRoll Remote Desktop

Cost, ease of use, file transfer and chat capabilities.
Matt Karcher | TrustRadius Reviewer

Return on Investment

Cisco Webex Support

  • WebEx Support Center works fabulously for us. We're all a very tech-savvy, experienced team, and WebEx Support Center is an excellent product for that skillset. We can get in and out of a machine quickly to diagnose an issue, with very little effort on the part of the user we are assisting.
  • WebEx Support Center is certainly more expensive than the previous product we had for this, GoToAssist. It is a bit less user-friendly of a UI, but overall performance is better.
  • We use WebEx as our primary collaboration/meeting software across our entire enterprise, as it integrates well with our Cisco DX, MX, and SX video teleconferencing units. Our users are used to WebEx, so using it for support purposes was only logical. The tight integration across a wide variety of products is great form a licensing cost standpoint and UX standpoint.
Kurt Ferguson | TrustRadius Reviewer

DeskRoll Remote Desktop

  • Positive: Cost of software versus other vendors
  • Positive: Instant access to clients makes them very happy
  • Positive: Cost of gas and labor reduced
  • Negative: Less time spent at client locations
Matt Karcher | TrustRadius Reviewer

Screenshots

Pricing Details

Cisco Webex Support

General

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

Cisco Webex Support Editions & Modules

Additional Pricing Details

DeskRoll Remote Desktop

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$3.25*

* per seat/per month

DeskRoll Remote Desktop Editions & Modules

Edition
DeskRoll Pro 1 Month$29.951
DeskRoll Pro 1 Year$299.401
DeskRoll Starter$392
DeskRoll Lite$8.253
DeskRoll Lite$994
  1. per seat
  2. per user/per year
  3. per user/per month
  4. per user/per year
Additional Pricing Details
With each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.

Rating Summary

Likelihood to Recommend

Cisco Webex Support
4.6
DeskRoll Remote Desktop
8.0

Likelihood to Renew

Cisco Webex Support
9.1
DeskRoll Remote Desktop

Usability

Cisco Webex Support
7.0
DeskRoll Remote Desktop

Support Rating

Cisco Webex Support
5.8
DeskRoll Remote Desktop

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