Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.
N/A
Parallels Desktop for Mac
Score 8.9 out of 10
N/A
Parallels® Desktop for Mac is used to run Windows on Intel or Apple silicon. Users can switch between Mac and Windows applications, while retaining the macOS appearance, or use the familiar Windows desktop aesthetic.
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.
Parallels works just like a window or application on the Mac. Hence, it is beneficial to keep both OS versions hand in hand. Parallels is very useful when writing code for mobile/iOS applications. File sharing and paste functions are very easy to use. More than one machine can be taken on Parallels. It also integrates with Microsoft Intune. It can run other OS versions other than Windows.
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.
File Transfer - You can easily transfer files between Parallels virtualized desktops and the host desktop either through Copy and Paste functionality, or Drag and Drop. You can also configure shared folders.
Switch Between Virtual and Host Desktop - You can configure swipe gestures on a MacBook Pro to be able to switch between the virtualized and host desktop. You can also launch apps from the OS X Taskbar.
Performance - Apps in Parallels run quite smoothly on my 2015 MacBook Pro, as of 2020. Considering they are running on a 5-year-old computer, I give Parallels top marks for performance.
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.
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.
Users are familiar with the application which will keep us going for a little while. However since we are seeing a decline for a need for the software, I wouldn't be surprised to find that this answer changes dramatically in the near future. We would probably keep it to some extent, but we would probably reduce our licensing count.
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.
It has a good integration, including the connection of peripherals. Taking files back and forth works well and I can attach my Home drive as a network drive in Windows. There is even integration with iCloud and other macOS services. There are also a few different display modes which are useful and fleixible (coherence, windowed, full-screen with multiple screens)
So, this rating is a little skewed toward older behavior from Parallels, as I haven't had to contact them recently. However, in an older version of Parallels, an "update" included pop-ups urging users to upgrade to the latest version, implying that their current version wouldn't work for the latest MacOS. I found it very frustrating to be getting ads for a new version of the software in a version I had already paid for. I contacted support about this and got a generic, uncaring response. It was pretty disappointing.
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.
Main two features that made the balance decission go to the Parallels Desktop were the possibility to pause the Windows partition easily (allowing to consume less resources in Mac and save battery) and the other one is the user interface feature called "Coherence" with allows you to show the Windows application windows as if they were native to the macOS, allowing for a better user experience.
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.
Saves money on having to buy a Windows and MacBook, as the MacBook can run almost 99% of all Windows software and usually run it faster and share between your MacBook transparently.
Gives employers the most flexibility with regards to which OS to adopt across an enterprise
We are a media company and everyone uses Macs in our industry, Fortune 500 companies also use Windows and MS Project, Parallels gives you the most flexibility for almost all of these use cases
Improves efficiency as the MacBook Pro M3 systems are much faster than some of the fastest corporate issued Windows laptops. What takes me 3-10 seconds for a video export can take 5 minutes on a similar Windows laptop
