What users are saying about
56 Ratings
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Score 7.6 out of 100
6 Ratings
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Score 8 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

Goverlan Reach

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
6.7
Goverlan Reach
8.5
Screen sharing
Cisco Webex Support
7.5
Goverlan Reach
File transfer
Cisco Webex Support
7.8
Goverlan Reach
8.0
Instant message
Cisco Webex Support
7.7
Goverlan Reach
9.0
Secure remote access with Smart Card authentication
Cisco Webex Support
9.0
Goverlan Reach
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
Goverlan Reach
3.1
Over-the-Internet remote session
Cisco Webex Support
7.1
Goverlan Reach
10.0
Initiate remote control from mobile
Cisco Webex Support
9.0
Goverlan Reach
Remote management of servers & workstations
Cisco Webex Support
2.5
Goverlan Reach
10.0
Remote Active Directory® management
Cisco Webex Support
2.5
Goverlan Reach
10.0
Centralized management dashboard
Cisco Webex Support
4.9
Goverlan Reach
9.0
Session record
Cisco Webex Support
8.7
Goverlan Reach
9.0
Annotations
Cisco Webex Support
6.8
Goverlan Reach
Monitoring and Alerts
Cisco Webex Support
2.5
Goverlan Reach
7.0
Multi-platform remote control
Cisco Webex Support
8.1
Goverlan Reach
10.0

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

Goverlan Reach

  • 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.
Anonymous | 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

Goverlan Reach

  • 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.
Anonymous | 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

Goverlan Reach

No score
No answers yet
No answers on this topic

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

Goverlan Reach

No score
No answers yet
No answers on this topic

Support Rating

Cisco Webex Support

Cisco Webex Support 3.2
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

Goverlan Reach

No score
No answers yet
No answers on this topic

Alternatives Considered

Cisco Webex Support

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.
Anonymous | TrustRadius Reviewer

Goverlan Reach

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

Return on Investment

Cisco Webex Support

  • 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.
Anonymous | TrustRadius Reviewer

Goverlan Reach

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

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

Goverlan Reach

General

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

Goverlan Reach Editions & Modules

Edition
Standard$151
Professional$301
Enterprise$501
  1. per operator per month
Additional Pricing 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

Rating Summary

Likelihood to Recommend

Cisco Webex Support
5.9
Goverlan Reach
10.0

Likelihood to Renew

Cisco Webex Support
9.1
Goverlan Reach

Usability

Cisco Webex Support
7.0
Goverlan Reach

Support Rating

Cisco Webex Support
3.2
Goverlan Reach

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