Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.
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Google Cloud Contact Center AI
Score5.1 out of 10
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Google has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Well suited for sites where the product is hardware because with those if there are any questions then the site could help eliminate having to contact the company directly and waiting for answers days later. This would be suited for products as the answer could be given and the more complex questions would be directed to the company.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Google Cloud Contact Center AI is based on the same foundation infrastructure and services as Google Assistant, therefore, it is robust and flexible. The APIs are very well built and documented as well. Any newbie can start using the service with a very little learning curve.
Seamless integrations are also a great add-on. Google makes sure that Contact Center AI service integrates well with leading customer service platforms which helps any user to use only the required functionalities from Contact Center AI and meanwhile use any other primary platform.
Robust documentation which is always alive and is updated within no time is of great help! Google makes sure its end customers know what to do where and when in clear plain text and any issues/ bugs are also documented.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The support team is highly incompetent. The only thing that they are able to do flawlessly is register an issue and open the case. But this case related to the issue is never resolved. They will forward the case or assign a new service engineer. But the case will never be resolved. At least not soon. They take weeks to resolve issues.
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.
Only IBM Watson Assistant has been the one we have used in the company, in fact, it was the first to use it because currently in the market there are not many options to use, and if there are they are not receiving enough publicity, so we have limited ourselves to google cloud contact center AI.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
