Cisco Webex Support (discontinued) vs. Remote Desktop Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Webex Support
Score 8.4 out of 10
N/A
Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.N/A
Remote Desktop Manager
Score 8.4 out of 10
Mid-Size Companies (51-1,000 employees)
Remote Desktop Manager (RDM) from Canadian software company Devolutions is a remote administration and credential management tool for securely centralizing multiple remote connections and sensitive data.
$299.99
per year
Pricing
Cisco Webex Support (discontinued)Remote Desktop Manager
Editions & Modules
No answers on this topic
Single User
$299.99
per year
Enterprise
$9999.99
per year
Platinum
Contact Sales
Unlimited Users, Multiple Sites, Worldwide
Offerings
Pricing Offerings
Cisco Webex SupportRemote Desktop Manager
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cisco Webex Support (discontinued)Remote Desktop Manager
Top Pros
Top Cons
Features
Cisco Webex Support (discontinued)Remote Desktop Manager
Remote Administration
Comparison of Remote Administration features of Product A and Product B
Cisco Webex Support (discontinued)
6.8
9 Ratings
19% below category average
Remote Desktop Manager
8.1
44 Ratings
2% below category average
Screen sharing8.99 Ratings7.823 Ratings
File transfer8.99 Ratings7.629 Ratings
Instant message7.17 Ratings00 Ratings
Secure remote access with Smart Card authentication9.05 Ratings9.116 Ratings
Access to sleeping/powered-off computers6.05 Ratings8.75 Ratings
Over-the-Internet remote session8.99 Ratings8.438 Ratings
Initiate remote control from mobile1.36 Ratings7.922 Ratings
Remote management of servers & workstations2.05 Ratings8.142 Ratings
Remote Active Directory® management7.95 Ratings8.018 Ratings
Centralized management dashboard8.87 Ratings8.535 Ratings
Session record8.67 Ratings9.018 Ratings
Annotations7.07 Ratings9.125 Ratings
Monitoring and Alerts8.95 Ratings5.214 Ratings
Multi-platform remote control1.57 Ratings8.335 Ratings
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Cisco Webex Support (discontinued)Remote Desktop Manager
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Score 9.3 out of 10
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Score 9.0 out of 10
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Score 9.0 out of 10
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User Ratings
Cisco Webex Support (discontinued)Remote Desktop Manager
Likelihood to Recommend
9.7
(11 ratings)
8.2
(44 ratings)
Likelihood to Renew
9.1
(3 ratings)
9.1
(2 ratings)
Usability
7.0
(1 ratings)
8.2
(2 ratings)
Support Rating
1.0
(3 ratings)
9.0
(7 ratings)
Implementation Rating
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
Cisco Webex Support (discontinued)Remote Desktop Manager
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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Devolutions
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,
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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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Devolutions
  • 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.
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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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Devolutions
  • 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.
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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.
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Devolutions
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. :)
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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.
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Devolutions
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
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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.
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Devolutions
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.
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Implementation Rating
Cisco
No answers on this topic
Devolutions
The implementation was completely successful. We had no issues!
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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.
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Devolutions
  1. The types of sessions. You are not limited to just RDP sessions, you can do SSH, Web Browser, iLO, or really any session you can imagine that you might use to connect to a remote service
  2. The extensions, add-ons, and features of RDM. You simply can do a lot more.
  3. Automation - There's additional things you can do that help automate your workday to make things easier
  4. The interface - It's easier to navigate and deal with multiple sessions at a time.
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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.
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Devolutions
  • A common place for storage for all users. Instead of employees using multiple different password management systems, they all use Remote Desktop Manager to store them now.
  • We don't have to buy licenses from multiple vendors when everyone uses Remote Desktop Manager.
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ScreenShots

Remote Desktop Manager Screenshots

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