Cisco Webex Support (discontinued) vs. Proxmox VE

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.

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We used Proxmox to implement private cloud services, for clusters
of a small number of servers, from 3 to 11 with and without high
availability. Allways with ZFS file systems, and we used to install the
root pool in SSDs mirrored and use other pools with RAID 10 in groups of
four, for the virtual machines and containers, for the backups and snapshots, we used magnetic disks with RAID 10, in groups of four. Do
not use an even number of servers because does not facilitates the
implementation of High Availability, because the corosync service must
have an odd number of servers to detect a failed server for the quorum
system. We used a variety of servers, from clone PCs with AMD Ryzen with 6 cores and 12 threads with 64 GB of RAM no ECC, to high end servers with 64 cores and 128 threads per cpu and 2 cpus per server, with AMD EPYC Rome or Milan, 2 terabytes of RAM ECC.

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• 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.

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• BackUp System, provides extensive propiertes and verifications. An exclusive server for BackUp Administration (PBS)
• Hardware Customization. You can select several properties to adapt the hardware to your needs
• Easy administration. You will be able to manage the server with easily accessible tools such as the web console and usage statistics.
• Certificates Administration.

• 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 web UI does not work as well on mobile devices. It is useable, but a mobile optimised / responsive UI would be nice to have. There is a mobile app, so that may alleviate this issue, but I have not yet tried it.
• Support in the community forums could be better. There are paid support plans, but new users trying out the software will not have access to this. Answers to questions can sometimes be terse, and I can imagine this may put some people off.
• The wiki is a bit hit and miss with certain topics. I've often seen outdated or missing information, and the whole thing looks like it could do with some polish. I'd love to see it opened up for the community to add to.

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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.

Proxmox VE provides the most capable, yet stable virtualization platform in the market today. Licensing options are also competitive and cost-effective for support, and support is extremely fast and knowledgable of getting issues resolved as quickly and soundly as possible.

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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 interface is easy to use for most of it, but still lacks screens for some configurations. Also, a few of the screens are not as intuitive as they could be. This is specially true with disk and network configuration, where some graphic/visual representations of the configurations would be very useful

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Proxmox VE's ha-cluster functionality is very much improved, though does have a not-very-often occurrence of failure. In a 2-node cluster of Proxmox VE, HA can fail causing an instance that is supposed to migrate between the two nodes stop and fail until manually recovered through the command-line tools provided. Other than this, the HA clustering capability of Proxmox VE has proven to be reliable in 3 or more clustered environments with much less chance of these failures to occur.

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Proxmox VE's interfacing is always fast to load, both the Web interface and the command-line tool interfaces. Reporting is practically real time almost all the time, and you can see everything in mere seconds, easily able to identify if something is wrong or it everything is in tip-top shape as always desired

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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.

They are fast, understanding, very intelligent, know their product very well, fast, responsive, and concise. Need I say more?

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It worked, was easy and super fast to deploy, and provided everything we needed in a matter of minutes

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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.

Proxmox VE is cheaper than VMware, especially upscaling an HA architecture. Compared with other free or less expensive solutions, Proxmox VE is high compatible with more types of hardware solutions and more VM types. From my point of view, Proxmox VE has no competitor at the same price level, it offers the most complete and production-ready HA solution.

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Proxmox VE provides everything you need to quickly add new storage mediums, network and local, as well as networking interfaces, such as using Linux standard bridges and now Open-vSwitch bridges which can be even more scalable than before. Proxmox VE 4.0 dropped support for OpenVZ in favor of the more well supported and native LXC and made an upgrade path to it very simple.

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• 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.

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• Due to the open source nature of Proxmox, we have no licensing costs while training our employees
• We've migrated 100% of our clients to Proxmox and have found improved uptime, and flexibility.
• In the 10 years of using Proxmox, we've yet to lose any data or not be notified of backup issues.

Incentivized

Independently Invited by TrustRadius

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