What users are saying about
85 Ratings
65 Ratings
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Score 7.9 out of 100
85 Ratings
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Score 7.7 out of 100

Feature Set Ratings

    Remote Administration

    6.6

    Cisco Webex Support

    66%

    Kaseya VSA

    Feature Set Not Supported
    N/A
    Cisco Webex Support ranks higher in 14/14 features

    Screen sharing

    8.2
    82%
    9 Ratings
    N/A
    0 Ratings

    File transfer

    8.3
    83%
    9 Ratings
    N/A
    0 Ratings

    Instant message

    7.4
    74%
    7 Ratings
    N/A
    0 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
    N/A
    0 Ratings

    Over-the-Internet remote session

    7.9
    79%
    9 Ratings
    N/A
    0 Ratings

    Initiate remote control from mobile

    4.4
    44%
    6 Ratings
    N/A
    0 Ratings

    Remote management of servers & workstations

    1.7
    17%
    5 Ratings
    N/A
    0 Ratings

    Remote Active Directory® management

    5.7
    57%
    5 Ratings
    N/A
    0 Ratings

    Centralized management dashboard

    6.8
    68%
    7 Ratings
    N/A
    0 Ratings

    Session record

    8.6
    86%
    7 Ratings
    N/A
    0 Ratings

    Annotations

    6.9
    69%
    7 Ratings
    N/A
    0 Ratings

    Monitoring and Alerts

    6.4
    64%
    5 Ratings
    N/A
    0 Ratings

    Multi-platform remote control

    5.2
    52%
    7 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Kaseya VSA is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

    Likelihood to Recommend

    7.4

    Cisco Webex Support

    74%
    11 Ratings
    8.1

    Kaseya VSA

    81%
    29 Ratings

    Likelihood to Renew

    9.1

    Cisco Webex Support

    91%
    3 Ratings
    10.0

    Kaseya VSA

    100%
    1 Rating

    Usability

    7.0

    Cisco Webex Support

    70%
    1 Rating

    Kaseya VSA

    N/A
    0 Ratings

    Support Rating

    1.2

    Cisco Webex Support

    12%
    5 Ratings
    6.7

    Kaseya VSA

    67%
    15 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

    Kaseya

    If the software functioned as it was intended, it would be probably a 7 out of 10. It lacks the majority of customization that SolarWinds N-central supplies, but also supports some customization that other solutions we have tried do not. Again, if the software didn't consistently break, the ability to implement automated scripting via PowerShell and the capacity to manage 10+ endpoints at once in different windows is great.
    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

    Kaseya

    • Being able to see systems that are not within the local network allows us to be able to troubleshoot and work with the end users no matter where they are or where we are as it is cloud based.
    • Several functions can be "automated" so staff do not have to keep going back and scanning for updates, push Windows updates and or push sensor updates.
    • VSA offers a variety of system information about all of the assets that have the endpoints installed on them so we can easily see the system specs without having to actually connect to them and pull up the SysInfo on each unit.
    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

    Kaseya

    • Support - Like all other competitors support is OK but the product is robust enough to reduce support requirements.
    • Customer Service - another team that is a bit poor especially when the issue involves multiple departments. Otherwise, the direct rep is very friendly and professional.
    Read full review

    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

      Kaseya VSA

      Starting Price

      Editions & Modules

      Kaseya VSA 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

        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

        Kaseya

        Excellent product with easy learning curve
        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

        Kaseya

        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

        Kaseya

        It was lots of back and forth email communication whenever I tried to solve my connection issues. I would send them detailed logs of the date, time, computer, and more of when I was experiencing connection issues. All I would get is an email back a few days later saying that they didn't find an issue in the service
        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

        Kaseya

        There are other products that do some of what Kaseya does, but I've not personally worked with another product that does everything Kaseya does. Sure there are plenty of remote control products, but products that do as much as Kaseya are few and far between. Hard to go wrong with the sheer scope of functionality!
        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

        Kaseya

        • It has increased the efficiency of operational tasks for our technicians
        • It has change the speed at which we are able to deploy updates and software patches
        • It caused us to spend additional money on more security tools due to concern from breaches
        Read full review

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