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 In my opinion, N-able N-central is a good "learn your lesson and move onto something better" tool. I've used many RMM tools over the years and I feel that this one is slow, does a terrible job with reporting, alerting, monitoring, software deployments, etc. The ability to turn on services like AV, backup, etc easily is cute, but you're not going to be able to use your own tools with this easily. In my experience, if you do turn those tools on for testing during the trial, you'll be charged later (despite it being a trial). They also turn off your ability to monitor these increased costs or to turn them off yourself. As a company, I found that they were impossible to work with. The sales team is right there if you want to buy something - but if you need anything other than to buy something, in my experience, they take days or weeks to navigate. I found that they are not a terribly ethical company and are more concerned with making a few dollars than creating a partnerships with MSPs. I can see value is in the advertised price of $99 for a hundred endpoints. However, you need to remember to not trial any other tools (like AV, backup, 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 Remote tasks - entry-level techs can run basic tasks without physically touching a piece of equipment. Remote support - remote controlling user devices is easy and saves a lot of time with having to initiate a remote session. Management of devices, particularly patch management and anti-virus management - you can automatically approve and deploy patches and schedule automatic AV scans. 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 Expensive software The support team are terrible Sales team will promise the world to get you over the line Subscription management is tedious Old software with very little development and the support team will not provide any further information on this - no roadmap Integrations galore - but none of them are effective 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 Overall we have liked our solar winds experience, however, as our company has grown to support larger enterprises, this product does not have the functionality that our teams need in order to fully support them. The lack of granularity with backups and lack of ability to support nutanix environments is slowly drawing us into the use of other tools.
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 The user interface is fairly straight forward, with logic groupings for objects. I did not deploy this software, but am one of the daily administrators. Once you get the correct agent package (Which can be a challenge) the integration into AD is not bad. The UI could be more customized, but that may have been a design choice.
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 Every time we have reached out to SolarWinds they are quick to respond, even offering support chat 24/7. Their support team is great and works with you to find solutions to issues. They have taken items we had issues with before and used those to create updates so that the issue is handled better in the future.
Read full review Implementation Rating Make sure if you your using a vm you follow the instructions for provisioning to the letter or it will be starting from square one
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 Our version of SolarWinds was old and running on old hardware, but it was way easier to setup and do things with. It did not do everything N-able does such as patch management, or at least we didn't have a module to do so if one existed. However it definitely seemed easier to use and possibly more stable.
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 Reduced time to manage and support servers and endpoints. Provides support dept with more accurate information to assess and resolve issues quicker and more efficiently. The subscription cost associated with N-central, to our clients has a good profit margin for us. Read full review ScreenShots N-able N-central Screenshots