What users are saying about
46 Ratings
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Score 7.1 out of 100
1 Rating
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Score 10 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

NetSupport Manager

NetSupport Manager is amazing for WAN and LAN networks and for all kind of companies that want to connect and support users fast. Whether they have access to a console and to IP or PC name quick connect to all computers, or to servers to perform support operations, deploy software, and chat with users, NetSupport is well suited.
Miguel Nuñez | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
6.9
NetSupport Manager
10.0
Screen sharing
Cisco Webex Support
5.9
NetSupport Manager
10.0
File transfer
Cisco Webex Support
6.6
NetSupport Manager
10.0
Instant message
Cisco Webex Support
7.4
NetSupport Manager
10.0
Secure remote access with Smart Card authentication
Cisco Webex Support
8.9
NetSupport Manager
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
NetSupport Manager
Over-the-Internet remote session
Cisco Webex Support
5.9
NetSupport Manager
Initiate remote control from mobile
Cisco Webex Support
8.9
NetSupport Manager
Remote management of servers & workstations
Cisco Webex Support
4.7
NetSupport Manager
10.0
Remote Active Directory® management
Cisco Webex Support
4.7
NetSupport Manager
Centralized management dashboard
Cisco Webex Support
5.0
NetSupport Manager
10.0
Session record
Cisco Webex Support
9.1
NetSupport Manager
Annotations
Cisco Webex Support
6.8
NetSupport Manager
10.0
Monitoring and Alerts
Cisco Webex Support
4.5
NetSupport Manager
10.0
Multi-platform remote control
Cisco Webex Support
9.3
NetSupport Manager
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

NetSupport Manager

  • Remote administration to all Network PCs
  • Application deployment
  • Inventory
  • Console capabilities
  • File Transfer
Miguel Nuñez | 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

NetSupport Manager

  • Integrations, it would be nice to see it integrate with an aplication like Microsoft SCCM
Miguel Nuñez | 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

NetSupport Manager

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

NetSupport Manager

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

NetSupport Manager

No score
No answers yet
No answers on this topic

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

NetSupport Manager

I think NSM does not have a rival when you truly use all of its capabilities. It has the flexibility of an application developed for multiplatform support and allows you to remote control any device at your reach. It has a file transfer feature that truly works and a complete system inventory in which you can set up smart alerts, voice, and chat capabilities to connect with the affected user.
Miguel Nuñez | 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

NetSupport Manager

  • NSM allowed us to quickly update our core applications to minimize downtime.
  • NSM allowed us to perform better and faster support to our end users.
  • NSM allowed us to perform complex tasks remotely.
Miguel Nuñez | TrustRadius Reviewer

Pricing Details

Cisco Webex Support

General

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

NetSupport Manager

General

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

Rating Summary

Likelihood to Recommend

Cisco Webex Support
4.5
NetSupport Manager
10.0

Likelihood to Renew

Cisco Webex Support
9.1
NetSupport Manager

Usability

Cisco Webex Support
7.0
NetSupport Manager

Support Rating

Cisco Webex Support
5.7
NetSupport Manager

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