Cisco Webex Support (discontinued) vs. ManageEngine Remote Access Plus

WebEx Support Center does what it is designed to do very well. If you need robust, efficient, and comprehensive remote support software, look no further. There are certainly other products that are simpler, and other products that are a bit "prettier" from a UI standpoint, but in terms of overall functionality, WebEx Support Center is hard to beat. If you're a company on a very tight budget, there are certainly cheaper options available, however.

Incentivized

ManageEngine Remote Access Plus is very well suited in environments which consist hybrid operating system. It supports all types of OS like windows, Mac, and Linux. It helps in taking the remote of system and troubleshoot the m if any problem occurs hence engineers do not need to be physically present on the location for the purpose of solving it. It helps to keep a complete track of endpoints that what application, process is being used. It is not well suited in environment where there is no Active directory or SCCM server because ManageEngine Remote Access Plus need agent to work and deploying agent the environment where Active directory does not exist is a big task. Manually deploying agent on every system is very time taking and need so much of effort.

Incentivized

• Webex has helped us increase and streamline support to our customers.
• It allows us to enable forums or collaborative spaces to explain to clients and coworkers solution to certain problems

Incentivized

• easy to use and set up
• It allows tasks to be performed in the background, without the user noticing.
• allow on-premise installation
• the way in which teams can be organized

Incentivized

• [In my experience], when there are issues, they sometimes ask for us to run tracelogs on the impacted participant's computer. Sometimes those participants use machines that are not managed by us and they are unwilling to get those logs. Ideally, [I feel] Webex can gather all the information from their side versus the participant side.
• While I do appreciate the constant follow up, sometimes it is overwhelming. I know they are trying to clear their queues, but it seems like they email once a day if they have not heard back from you [in my experience].
• Their support hours should coincide with my local hours of operation. Most of the support people I have worked with are located internationally and their hours of response are the opposite of my working hours.

Incentivized

• It is an agent based solution which is a major disadvantage. We can not control the system which do not have agent installed on them. Hence this is a disadvantage. Even installing agent is a big task in a large organization.
• Till the agent are not installed on every system we can not have full control over the organization network. Agent deployment takes time hence we can utilize the product with its full efficiency.
• The pricing is very high, and it goes on increasing as we add more technician and endpoints.
• The connection gets drop sometime while controlling in new release because it contains some bugs. We also need to have proper bandwidth for using it smoothly.
• The implementation and deployment takes time and needs proper support from vendor. Sufficient documentation are also not available.

Incentivized

Webex is well known by many other companies. It is easy to use and versatile. This familiarity builds a standard to conferencing and users are more comfortable using it. If you want to be safe with a choice of the many conferencing tools out there, Webex will be your best bet

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.

My rating is due to the fact that there are still many things to improve, and things that could be opened up a little more to allow the administrator to have greater control, such as being able to have one more endpoint in a custom group, which is essential and cannot be done.

Incentivized

The support team is highly incompetent. The only thing that they are able to do flawlessly is register an issue and open the case. But this case related to the issue is never resolved. They will forward the case or assign a new service engineer. But the case will never be resolved. At least not soon. They take weeks to resolve issues.

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 reliable and a better overall product. This to me is due to the simplicity of the UI and ease of use as well as the quality of the network performance.

Kaseya with VNC Connect

• We use within Kaseya for our internally servers and local office users due to cost and efficiency, but it is more intended as console-level access and has a bit more features then WebEx Support Center, however is not good for remote support for our users who travel as it is slow.

Incentivized

There aren't many others we evaluated on the list, but we actually tested several very good and comprehensive ones, quite flexible, but they either didn't offer on-premises installation or their cost-benefit ratio didn't suit our needs. There were some that had everything, but their pricing plans weren't suitable because they weren't flexible, and our company was in a very high price range for what we required.

Incentivized

• Initially the ROI was very good. We tried to leave and use another platform (cost issues) and didn't have as much success so we came back to Cisco Webex Support.
• It allowed us to provide support to employees and clients as we needed to be able to provide it.

• Faster recovery of issues from screen sharing
• managing patches without manual intervention
• deploying software to multiple workstations at the same time

Incentivized