What users are saying about
65 Ratings
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Score 7.9 out of 100
9 Ratings
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Score 9.2 out of 100

Feature Set Ratings

  • Goverlan Reach ranks higher in 1 feature set: Remote Administration

Remote Administration

6.6

Cisco Webex Support

66%
8.5

Goverlan Reach

85%
Goverlan Reach ranks higher in 8/14 features

Screen sharing

8.2
82%
9 Ratings
N/A
0 Ratings

File transfer

8.4
84%
9 Ratings
8.0
80%
2 Ratings

Instant message

7.4
74%
7 Ratings
9.0
90%
2 Ratings

Secure remote access with Smart Card authentication

9.0
90%
5 Ratings
N/A
0 Ratings

Access to sleeping/powered-off computers

6.0
60%
5 Ratings
3.1
31%
2 Ratings

Over-the-Internet remote session

7.9
79%
9 Ratings
10.0
100%
1 Rating

Initiate remote control from mobile

4.4
44%
6 Ratings
N/A
0 Ratings

Remote management of servers & workstations

1.7
17%
5 Ratings
10.0
100%
2 Ratings

Remote Active Directory® management

5.8
58%
5 Ratings
10.0
100%
2 Ratings

Centralized management dashboard

6.8
68%
7 Ratings
9.0
90%
2 Ratings

Session record

8.6
86%
7 Ratings
9.0
90%
1 Rating

Annotations

6.9
69%
7 Ratings
N/A
0 Ratings

Monitoring and Alerts

6.5
65%
5 Ratings
7.0
70%
2 Ratings

Multi-platform remote control

5.1
51%
7 Ratings
10.0
100%
2 Ratings

Attribute Ratings

  • Goverlan Reach is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.5

Cisco Webex Support

75%
11 Ratings
10.0

Goverlan Reach

100%
2 Ratings

Likelihood to Renew

9.1

Cisco Webex Support

91%
3 Ratings

Goverlan Reach

N/A
0 Ratings

Usability

7.0

Cisco Webex Support

70%
1 Rating

Goverlan Reach

N/A
0 Ratings

Support Rating

1.2

Cisco Webex Support

12%
5 Ratings

Goverlan Reach

N/A
0 Ratings

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

Goverlan, Inc

This product is a must for any help desk that is supporting an active directory based network. Scope action capabilities also make it valuable to systems administrators etc.
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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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Goverlan, Inc

  • Good configurable dashboard that can be personalized per audience
  • Built in packages for monitoring standard applications that can be personalized easily
  • Simple, easy to use update deployment configuration.
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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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Goverlan, Inc

  • Machines must be online for actions to be performed, scopes allow you to rerun them against failed objects only but really a much better option would be for client agent to check in at power on for open jobs.
  • Newest version of Reach is glitchy on Windows 10 requiring the occasional restart of the application.
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Pricing Details

Cisco Webex Support

Starting Price

Editions & Modules

Cisco Webex Support editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Goverlan Reach

    Starting Price

    $15 per operator per month

    Editions & Modules

    Goverlan Reach editions and modules pricing
    EditionModules
    Standard151
    Professional302
    Enterprise503

    Footnotes

    1. per operator per month
    2. per operator per month
    3. per operator per month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    * Each operator license allows the remote management and support of an unlimited number of INTERNAL endpoints * Each license includes between 10 to 20 manageable EXTERNAL endpoints (based on edition). Additional external endpoint licence is $5 per node per year (volume discount available) * Operator licenses can be purchased on a perpetual or subscription basis

    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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    Goverlan, Inc

    No answers on this topic

    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

    Goverlan, Inc

    No answers on this topic

    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

    Goverlan, Inc

    No answers on this topic

    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

    Goverlan, Inc

    Not as full featured for Microsoft products but better at cross platform uses. Agent-less option works better in Goverlan.
    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

    Goverlan, Inc

    • With a product like this it is entirely possible that you will see large increase in Help Desk efficiency for those who are willing to take the time to fully explore its possibilities.
    • Much more robust that any other remote support product I have used while still extremely cheap compared to competing products. This can bring enterprise level support options to those that may normally not be able to afford it.
    • Reporting features are invaluable to anyone wanting to truly know what is happening on their network.
    Read full review

    Screenshots

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