Likelihood to Recommend 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 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.
Read full review Pros 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 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. Read full review Cons 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 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. Read full review Likelihood to Renew 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 Usability 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 Support Rating 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 Alternatives Considered 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 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 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 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 Goverlan Reach Screenshots