What users are saying about
7 Ratings
46 Ratings
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Score 7.1 out of 100
7 Ratings
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Score 9.4 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

mRemoteNG

Well suited to environments where IT staff need to access multiple servers/systems at the same time, cutting down on time wasted opening multiple windows.Not so useful for users that only need to access one system remotely, as most of its functions are largely unused in that case.
John Robinson | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
7.0
mRemoteNG
9.4
Screen sharing
Cisco Webex Support
5.9
mRemoteNG
File transfer
Cisco Webex Support
6.6
mRemoteNG
10.0
Instant message
Cisco Webex Support
7.4
mRemoteNG
Secure remote access with Smart Card authentication
Cisco Webex Support
8.9
mRemoteNG
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
mRemoteNG
Over-the-Internet remote session
Cisco Webex Support
5.9
mRemoteNG
10.0
Initiate remote control from mobile
Cisco Webex Support
8.9
mRemoteNG
Remote management of servers & workstations
Cisco Webex Support
4.8
mRemoteNG
9.5
Remote Active Directory® management
Cisco Webex Support
4.8
mRemoteNG
8.0
Centralized management dashboard
Cisco Webex Support
5.0
mRemoteNG
Session record
Cisco Webex Support
9.1
mRemoteNG
Annotations
Cisco Webex Support
6.9
mRemoteNG
Monitoring and Alerts
Cisco Webex Support
4.6
mRemoteNG
Multi-platform remote control
Cisco Webex Support
9.3
mRemoteNG
9.5

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

mRemoteNG

  • Easy to organize and group servers.
  • Many different protocols for remote access.
  • The ability to make use of external applications for non-directly supported protocols.
  • Servers can inherit settings from nodes above so you can set up properties once making adding new servers/devices very quick.
  • Easy to export and share config with new team members (be mindful of what you do with passwords though).
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

mRemoteNG

  • The user interface for configuration is a little basic, and not obvious for a new user to set up connections. It could be a bit clearer how to do that.
  • It does not seem to automatically update itself to new versions - though older ones work fine, you can miss out on some new functions if you don't check for updates manually.
John Robinson | 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

mRemoteNG

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

mRemoteNG

No score
No answers yet
No answers on this topic

Support Rating

Cisco Webex Support

Cisco Webex Support 5.7
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

mRemoteNG

No score
No answers yet
Never actually needed to use support so have no idea - honestly it's simple enough to use I'd be surprised if anyone really needs support with it.
John Robinson | TrustRadius Reviewer

Alternatives Considered

Cisco Webex Support

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.
Anonymous | TrustRadius Reviewer

mRemoteNG

Every now and then I do look to see if there is any other software that can bring together multiple remote access protocols in a single interface that can contain multiple connections to remote devices with image scaling to mage use of a windowed interface and have yet to find an alternative that does all that but doesn't cost a huge amount. Don't get me wrong I would happily pay for an alternative that could provide an overall better, more convenient experience, but I have yet to find one that has made me think it's worth jumping ship from mRemoteNG.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Webex Support

  • WebEx Support Center works fabulously for us. We're all a very tech-savvy, experienced team, and WebEx Support Center is an excellent product for that skillset. We can get in and out of a machine quickly to diagnose an issue, with very little effort on the part of the user we are assisting.
  • WebEx Support Center is certainly more expensive than the previous product we had for this, GoToAssist. It is a bit less user-friendly of a UI, but overall performance is better.
  • We use WebEx as our primary collaboration/meeting software across our entire enterprise, as it integrates well with our Cisco DX, MX, and SX video teleconferencing units. Our users are used to WebEx, so using it for support purposes was only logical. The tight integration across a wide variety of products is great form a licensing cost standpoint and UX standpoint.
Kurt Ferguson | TrustRadius Reviewer

mRemoteNG

  • Very easy to hand over connections to new starters.
  • Having multiple remote protocols in one place is a massive time saver.
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Webex Support

General

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

mRemoteNG

General

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

Rating Summary

Likelihood to Recommend

Cisco Webex Support
4.6
mRemoteNG
9.0

Likelihood to Renew

Cisco Webex Support
9.1
mRemoteNG

Usability

Cisco Webex Support
7.0
mRemoteNG

Support Rating

Cisco Webex Support
5.7
mRemoteNG

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