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.
Our Mobile Endpoints were a big challenge for us, and after Sophos Mobile implementation, we have received all our official hand-held devices in a managed environment with a very effective manners, and now we are able to manage all the devices with defined Company Policy along with our rules and regulations.
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.
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.
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 overall usability of the Sophos Mobile is fantastic, and we were able to deploy entire solutions within the stipulated timeline. The management perspective is also up to the mark, and the completely user-friendly GUI to understand and manage what we need. Adding different types of Endpoints into the Central Console was also very useful, with deep insights into the Policy and endpoint protection.
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.
Personally, haven't seen any other MDM on the market, but I feel since Sophos is greatly known to have easy to use products, that the others may not be as easy to use as Sophos Mobile Control. One of the key factors for organizations to choose Sophos Mobile Control and Security is because the Android OS (most attacked OS on the planet) is protected with award-winning antivirus and anti malware from Sophos. We have seen as advisors, how unprotected customers, get huge telecom bills because of the lack of security, since they think that an Android OS is healthy enough... big mistake. One simple thing I always tell friends, family and customers, protect your Android device with Sophos Security (it's free for home users).
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.
