What users are saying about
8 Ratings
46 Ratings
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Score 7.1 out of 100
8 Ratings
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Score 10 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

FixMe.IT

It's great if you can mostly trust your users to want you to be able to remote into their computers. Our users rarely remove the app, but that would be a serious problem if you were trying to use this program to enforce control over the PCs. It does not offer reporting on the PCs in any way. If you just need a cheap, great, bare-bones remote desktop tool that works great on only PCs, then it's a no-brainer. I love this tool. If you have to support mobile, Apple, or Linux devices, this program would not help you out at all.
Justin Bongard | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
7.0
FixMe.IT
8.0
Screen sharing
Cisco Webex Support
5.9
FixMe.IT
9.2
File transfer
Cisco Webex Support
6.6
FixMe.IT
8.0
Instant message
Cisco Webex Support
7.4
FixMe.IT
8.1
Secure remote access with Smart Card authentication
Cisco Webex Support
8.9
FixMe.IT
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
FixMe.IT
2.9
Over-the-Internet remote session
Cisco Webex Support
5.9
FixMe.IT
9.3
Initiate remote control from mobile
Cisco Webex Support
8.9
FixMe.IT
Remote management of servers & workstations
Cisco Webex Support
4.8
FixMe.IT
7.7
Remote Active Directory® management
Cisco Webex Support
4.8
FixMe.IT
Centralized management dashboard
Cisco Webex Support
5.0
FixMe.IT
Session record
Cisco Webex Support
9.1
FixMe.IT
10.0
Annotations
Cisco Webex Support
6.9
FixMe.IT
9.0
Monitoring and Alerts
Cisco Webex Support
4.6
FixMe.IT
Multi-platform remote control
Cisco Webex Support
9.3
FixMe.IT

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

FixMe.IT

  • It is a breeze to get connected with users. It seems to get through firewalls, and users can in most cases find the button to click based on the browser to start the session. Other services it would take 10 minutes sometimes for the users to get connected. In addition, we added the FixMe.IT link within our software so users just click it and they in most cases connect in 10 seconds unless it is a slow browser or has high security.
  • The feature they added a year ago to connect with up to 10 computers. Especially useful when installing remotely a network installation of our accounting software.
  • Simple click to switch to our screen, their screen and other attached screens.
Mark Fredericks | 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

FixMe.IT

  • Needs to be able to be used in a MAC environment
  • That is only thing I would love for to be added to it
  • Great Product
Nick Tietjen | 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

FixMe.IT

FixMe.IT 10.0
Based on 1 answer
Great product for the price. I would buy it again. We now have 6 licenses of it and it's completely worth the investment.
Justin Bongard | 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

FixMe.IT

No score
No answers yet
No answers on this topic

Support Rating

Cisco Webex Support

Cisco Webex Support 5.7
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

FixMe.IT

FixMe.IT 9.0
Based on 1 answer
It is all just done through email so there is no tracking of tickets but there is not much need since they will respond multiple times a day if needed. I never have any issue with them though. They are very well trained.
Justin Bongard | 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

FixMe.IT

  • Faster and better over the internet access.
  • Also not domain dependent like DameWare is in our current configuration.
Todd Cason | 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

FixMe.IT

  • Software has saved us on time and deployment.
Kevin Timmons | TrustRadius Reviewer

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

FixMe.IT

General

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

FixMe.IT Editions & Modules

Edition
Monthly subscription$301
Yearly subscription$3001
  1. per seat
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Webex Support
4.6
FixMe.IT
9.2

Likelihood to Renew

Cisco Webex Support
9.1
FixMe.IT
10.0

Usability

Cisco Webex Support
7.0
FixMe.IT

Support Rating

Cisco Webex Support
5.7
FixMe.IT
9.0

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