Cisco Webex Support (discontinued) vs. GoTo Resolve

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Webex Support
Score 8.2 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
GoTo Resolve
Score 7.9 out of 10
N/A
GoTo Resolve is an all-in-one IT management and support software built for today's small-to-medium-sized businesses. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster—all in one place. It combines remote monitoring and management capabilities with remote access and support, conversational ticketing, and zero trust architecture into a single consolidated platform. It is presented by the vendor as…
$0
for 3 agents and unlimited endpoints
Pricing
Cisco Webex Support (discontinued)GoTo Resolve
Editions & Modules
No answers on this topic
GoTo Resolve Free
$0
for 3 agents and unlimited endpoints
GoTo Resolve MDM
$2.75
per month per endpoint
GoTo Resolve Remote Support
$40
per month per user
GoTo Resolve Basic
$55
per month for 1 agent and 25 endpoints
GoTo Resolve Standard
$190
per month for 3 agents and 100 endpoints
Offerings
Pricing Offerings
Cisco Webex SupportGoTo Resolve
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPrices are listed per month and billed annually. Month to month contracts are also available MDM is available as a standalone or as an add-on. Additional endpoints and agents and save up to 20%
More Pricing Information
Community Pulse
Cisco Webex Support (discontinued)GoTo Resolve
Considered Both Products
Cisco Webex Support
Chose Cisco Webex Support (discontinued)
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 …
Chose Cisco Webex Support (discontinued)
GoToAssist was the product we used previously that we replaced with WebEx Support Center. While GoToAssist is certainly a good product and it worked quite well for us, we as a team feel that WebEx Support Center is a more robust overall product. They have a great deal of …
GoTo Resolve
Chose GoTo Resolve
GoToAssist fairs pretty well against WebEx Support Center. It costs less and offers the same general features, albeit with a slightly more dated interface. I have used both products extensively, and would be hard-pressed to really choose one over the other.

For internal support, …
Chose GoTo Resolve
WebEx Support Center and meet.me were tested as alternatives, but GoToAssist had the best "perks".
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Cisco Webex Support (discontinued)GoTo Resolve
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
GoTo Resolve
-
Ratings
Screen sharing8.99 Ratings00 Ratings
File transfer8.99 Ratings00 Ratings
Instant message7.17 Ratings00 Ratings
Secure remote access with Smart Card authentication9.05 Ratings00 Ratings
Access to sleeping/powered-off computers6.05 Ratings00 Ratings
Over-the-Internet remote session8.99 Ratings00 Ratings
Initiate remote control from mobile1.36 Ratings00 Ratings
Remote management of servers & workstations2.05 Ratings00 Ratings
Remote Active Directory® management7.95 Ratings00 Ratings
Centralized management dashboard8.87 Ratings00 Ratings
Session record8.67 Ratings00 Ratings
Annotations7.07 Ratings00 Ratings
Monitoring and Alerts8.95 Ratings00 Ratings
Multi-platform remote control1.67 Ratings00 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
Cisco Webex Support (discontinued)
-
Ratings
GoTo Resolve
7.5
16 Ratings
4% above category average
Patch Management00 Ratings7.516 Ratings
Remote Access
Comparison of Remote Access features of Product A and Product B
Cisco Webex Support (discontinued)
-
Ratings
GoTo Resolve
9.0
38 Ratings
7% above category average
Attended device access00 Ratings9.437 Ratings
Unattended device access00 Ratings8.431 Ratings
Mobile device access00 Ratings8.524 Ratings
Virtual device access00 Ratings9.027 Ratings
Multiple-display support00 Ratings9.332 Ratings
Multiple concurrent sessions00 Ratings9.631 Ratings
Best Alternatives
Cisco Webex Support (discontinued)GoTo Resolve
Small Businesses
Getscreen.me
Getscreen.me
Score 9.8 out of 10
NinjaOne
NinjaOne
Score 9.2 out of 10
Medium-sized Companies
mRemoteNG
mRemoteNG
Score 9.7 out of 10
NinjaOne
NinjaOne
Score 9.2 out of 10
Enterprises
Remote Desktop Services
Remote Desktop Services
Score 9.0 out of 10

No answers on this topic

All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Webex Support (discontinued)GoTo Resolve
Likelihood to Recommend
9.7
(11 ratings)
8.7
(95 ratings)
Likelihood to Renew
9.1
(3 ratings)
8.7
(15 ratings)
Usability
7.0
(1 ratings)
9.2
(76 ratings)
Availability
-
(0 ratings)
8.9
(2 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
1.0
(3 ratings)
8.3
(6 ratings)
Implementation Rating
-
(0 ratings)
9.1
(4 ratings)
User Testimonials
Cisco Webex Support (discontinued)GoTo Resolve
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.
Read full review
GoTo (formerly LogMeIn)
Go To Resolve is an ideal solution for larger organizations that span multiple offices/locations. In our case, we work for an international corporation that spans across the nation. Our IT department is typically outsourced from the United States, and we have one in-house IT staff member who looks after the hardware concerns more commonly. With the large number of staff working for our organization, we can be demanding in terms of needing technical support. GoTo Resolve has made this much more practical and convenient for our organization.
Read full review
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.
Read full review
GoTo (formerly LogMeIn)
  • Provides a means to quickly connect and remotely control a client's workstation.
  • Has a great interface that guides the attendee through the entire process, while outlining where they actually are for the host.
  • Allows seamless transitions and additions of other support accounts to join an ongoing remote session.
Read full review
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.
Read full review
GoTo (formerly LogMeIn)
  • User Interface Customization: While Goto Resolve's interface is user-friendly, it has limited customization options.
  • Mobile App: Goto Resolve doesn't have a dedicated mobile app, which can be inconvenient for users who need to access the platform on the go.
  • Custom Reporting: While Goto Resolve offers various reports, it lacks the ability to create custom reports.
Read full review
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.
Read full review
GoTo (formerly LogMeIn)
I would say yes, we would definitely renew, everyone likes it in the IT dept, and there are more features we have yet to put to use. I am expanding the Windows update / Endpoint features as I get time, and the remote PowerShell console is unbeatable for me at present when facing remote computers that are not letting create a new remote PSSession.
Read full review
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.
Read full review
GoTo (formerly LogMeIn)
User interface is extremely intuitive. It is very easy to use. No training needed for my technicians. GoTo Resolve has made it easy for me to provide remote assistance to users from anywhere. I was very easily able to get it to run on my smart phone allowing me to quickly solve a IT issue at work while in the middle of a road trip.
Read full review
Reliability and Availability
Cisco
No answers on this topic
GoTo (formerly LogMeIn)
Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.
Read full review
Performance
Cisco
No answers on this topic
GoTo (formerly LogMeIn)
If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.
Read full review
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.
Read full review
GoTo (formerly LogMeIn)
Ive used their tech support a handful of times, and each time they have been able to help me sort out any hiccups or kinks that arise. They have a resourceful knowledge base, and have experts available for training and troubleshooting. I often recommend them to my other coworkers and colleagues because of the ease of use and security
Read full review
Implementation Rating
Cisco
No answers on this topic
GoTo (formerly LogMeIn)
GoToAssist SeeIt was very easy to implement. As long as your techs have a basic understanding of most remote support tools they will be able to understand this product easily.
Read full review
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.
Read full review
GoTo (formerly LogMeIn)
In NinjaOne, The ticketing system may benefit from additional features like the option to use a custom domain for the support email address, as it is currently rather basic. Additionally, it has issues with correctly displaying photos, either not showing up at all or removing them from emails that are received. Similarly, attachments have the ability to filter what passes through; some attachment objects, like eml files, are dropped. On the other hand, GoTo Resolve offers seamless Ticketing System.
Read full review
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.
Read full review
GoTo (formerly LogMeIn)
  • We managed to work in a way that was impossible before these kinds of tools were offered in the market
  • The program is constantly evolving to try to fix bugs and that can affect the day-to-day use.
  • If We find a way to use fewer programs for different tasks would be great and this tool may have the solution in the future
Read full review
ScreenShots

GoTo Resolve Screenshots

Screenshot of GoTo Resolve Device QuickviewScreenshot of GoTo Resolve - DevicesScreenshot of GoTo Resolve - Guided Agent FlowScreenshot of GoTo Resolve MS Teams TicketingScreenshot of GoTo Resolve Support SessionScreenshot of GoTo Resolve Tickets Board