Cisco Webex Support (discontinued) vs. Red Hat Virtualization (discontinued)

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.

Incentivized

RHEV is well suited for organizations that need a cost-effective and flexible solution for their environment. As its vendor-independent software, easily install on any type of hardware. RHEV provides a GUI interface to manage the software, which makes the management of the software easier for the end-user. RHEV is best for non-production or less critical applications. RHEV can be easily integrated with other REDHAT software.

Incentivized

• 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.

Incentivized

• RHV issues/bugs can be reported via Bugzilla to RH support. The service is great and typically responds soon.
• Red Hat distribution integration is seamless as it is integrated into the kernel.
• OpenStack support enables more customized VM templates and network configuration control.

Incentivized

• 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.

• 1- RHVM API is pretty slow, especially after creating a VM it is not possible to retrieve the VM details (i.e VM's MAC Address) fast enough, where we need to place a pause in our Ansible Playbook, make the automation process slow.
• 2- RHV is still using collected to monitor the hypervisors which is deviating from Red Hat policy for other RHEL based applications to use PCP to monitor, which is richer in features.
• 3- It will be great if it is possible to patch the hypervisors using other tools such as satellite and not only via RHVM.
• 4- In the past Red Hat used to present patches in the z release (i.e. 4.3.z), and features in the y release (i.e 4. y), but starting from 4.4 that is mixed together wherein the Z release you get both patches and features, that is not good because that requires a lot of time to test when we patch as it includes features as well.
• 5- Engineering team has to be more reactive when new feature is requested.

Incentivized

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.

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.

Incentivized

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.

RHEV is an excellent product, includes more features, is less expensive, and has rock solid reliability and is backed with the best Red Hat Support in the industry. RHEV uses KVM under the hood which is used by all the big players in the industry (AWS, Rackspace, etc) to lower their overall costs and improve efficiency and profits and that's why RHEV is an excellent solution!

Incentivized

• 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.

Incentivized

• RHEV has provided a positive ROI as our customers are not experiencing as many outages during maintenances.
• We have not experienced any catastrophic failures as a result of vsphere losing connection to the ntp.
• There has been a level of stability in our environment that was not previously experienced with our previous vendor.

Incentivized