Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.
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PerformancePro
Score8 out of 10
Mid-Size Companies (51-1,000 employees)
PerformancePro, designed by HR Performance Solutions, offers performance management and salary administration applications used by over 200,000 professionals. The vendor’s value proposition is that Performance Pro focuses heavily on product development which leads to more customization options than its competitors - ensuring the application works exactly how HR, employees, and executives want it to. The vendor also says Performance Pro is also the only application on the market that combines…
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Useful in a wide range of performance management-based situations. Allows options like supervisor and peer feedback, as well as messaging and addition of notes to profiles and appraisals. Allows for uploading of external documents as well as creation PerformancePro-specific documents. We have used the system for both bi-annual and annual appraisals, and both cycles worked well. If your organization keeps performance-based records in another system or file structure, you might not utilize many of the options PerformancePro has, which could lead to it feeling underutilized.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
Interface - user interface could be updated to a more modern feel. Home screen (with widgets) feels somewhat cramped and widget displays could be more fully optimized.
Admin functions - Robust options, but the display of company edit pages is somewhat busy, and functions are sometimes buried under multiple pages of access.
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.
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.
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.
In both chat and phone support, representatives have always been helpful and ready to offer assistance with any question or concern. Over the course of five years, there have been a few occasions when follow-up was assured but did not happen (or did not happen in a timely manner.) But much more frequently, support has been quick to follow-up and provide information as promised.
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.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
