What users are saying about
46 Ratings
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Score 7.1 out of 100
89 Ratings
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Score 8.6 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

Remote Desktop Manager

If you have lots of servers to manage, lots of credentials, different protocols, documents, other files, and need a single tool to manage it, this is the tool. Active Directory integrated, user and groups permissions, audit everything, keep data in encrypted files or in a database, customize everything, even the installer,
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
7.0
Remote Desktop Manager
8.8
Screen sharing
Cisco Webex Support
6.0
Remote Desktop Manager
8.4
File transfer
Cisco Webex Support
6.6
Remote Desktop Manager
9.2
Instant message
Cisco Webex Support
7.4
Remote Desktop Manager
Secure remote access with Smart Card authentication
Cisco Webex Support
8.9
Remote Desktop Manager
8.4
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
Remote Desktop Manager
8.7
Over-the-Internet remote session
Cisco Webex Support
6.0
Remote Desktop Manager
7.5
Initiate remote control from mobile
Cisco Webex Support
8.9
Remote Desktop Manager
9.2
Remote management of servers & workstations
Cisco Webex Support
4.8
Remote Desktop Manager
10.0
Remote Active Directory® management
Cisco Webex Support
4.8
Remote Desktop Manager
10.0
Centralized management dashboard
Cisco Webex Support
5.1
Remote Desktop Manager
9.2
Session record
Cisco Webex Support
9.1
Remote Desktop Manager
7.3
Annotations
Cisco Webex Support
6.9
Remote Desktop Manager
7.7
Monitoring and Alerts
Cisco Webex Support
4.6
Remote Desktop Manager
8.2
Multi-platform remote control
Cisco Webex Support
9.3
Remote Desktop Manager
9.9

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

Remote Desktop Manager

  • Customer service delivery, whereby you can connect to clients to assist and resolve an incident.
  • Working from home logging onto office based machine.
  • It helps to attend to a problem more quickly, thereby saving the cost of relocation and commuting to distant places.
  • Speed and cost elements are critical here.
Emeka Obinnwa | 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

Remote Desktop Manager

  • I would like to see advanced auditing in the Devolution's drive data source like there are in some of the others. But that's just something I'd like to see, it doesn't hinder my using the app.
  • I would love to see even more addons available from even more software and service developers, but again the addon manager is great already so it's not a hindrance what so ever.
Anonymous | 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

Remote Desktop Manager

Remote Desktop Manager 9.1
Based on 1 answer
I've been using RDM for about 10 years now. I started with the free version, which I used for a few years, and eventually switched to the Enterprise version. I can never go back now! I use this tool for everything and cannot see doing my job without it! Whenever we have someone new come in or bring in a vendor/contractor, they always ask me what RDP tool I'm using. Once I explain about it's features and all, they're usually instantly sold on it. :)
Ben Liebowitz | TrustRadius Reviewer

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

Remote Desktop Manager

Remote Desktop Manager 8.2
Based on 2 answers
I use this tool for almost everything in my day to day job. I launch the VMware VI Client from RDM. I launch vSphere Web Client Sessions from RDM. I RDP from RDM. Access Dell iDRAC and HP iLO via RDM, as well as Cisco UCS Manager and iKVM. I have saved SSH Sessions to my VMware hosts. I have URLs saved to get to things like IPAM, etc
Ben Liebowitz | TrustRadius Reviewer

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

Remote Desktop Manager

Remote Desktop Manager 8.9
Based on 9 answers
I've never had to use support as I've never had an issue. That said, you can open a support ticket right from the UI. The user forums are active, and there are thousands of threads covering many topics. Very easy to get support if needed. This is an easy ten.
Anonymous | TrustRadius Reviewer

Implementation Rating

Cisco Webex Support

No score
No answers yet
No answers on this topic

Remote Desktop Manager

Remote Desktop Manager 9.1
Based on 1 answer
The implementation was completely successful. We had no issues!
Ben Liebowitz | TrustRadius Reviewer

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

Remote Desktop Manager

Remote Desktop Manager was the best product and most useful when compared to the others we used/tested. There are so many more features available within the product, as well as a low entry point from a cost perspective. None of the other products met our needs fully.
Chris Reddy | 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

Remote Desktop Manager

  • We are using the free version so ROI is instant.
  • If we were to purchase it though, I would estimate ROI to be very quick as it allows me to jump on a server very quickly in response to customer needs
Charles Eichelberger | TrustRadius Reviewer

Screenshots

Cisco Webex Support

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

Remote Desktop Manager

General

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

Remote Desktop Manager Editions & Modules

Edition
Single User Subscribtion199.991
Site4999.992
CountryContact Us3
GlobalContact Us4
  1. Per Named User
  2. Unlimited Users, Single Site
  3. Unlimited Users, Multiple Sites, Single Country
  4. Unlimited Users, Multiple Sites, Worldwide
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Webex Support
4.6
Remote Desktop Manager
8.7

Likelihood to Renew

Cisco Webex Support
9.1
Remote Desktop Manager
9.1

Usability

Cisco Webex Support
7.0
Remote Desktop Manager
8.2

Support Rating

Cisco Webex Support
5.8
Remote Desktop Manager
8.9

Implementation Rating

Cisco Webex Support
Remote Desktop Manager
9.1

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