Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.
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TeamViewer
Score 8.1 out of 10
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TeamViewer provides software for both remote management and online collaborations. With TeamViewer, users have access to fully integrated online conference solutions for audio and video communication, including interactive screen sharing and remote access features.
TeamViewer is better than RDS because of the way it handles the video. At the core, they are both remote control applications. However the method for implementation is quite different. RDS gives you 90% experience of physically being at the terminal but TeamViewer gives you …
We use TeamViewer because it is known by everyone. The cost is appropriate for the size of our company and it is most convenient for almost all the partners and providers to collaborate with us. But is not the only tool we use. We also use Webex. So we can not say we prefer …
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.
It is really well suited in scenarios where we need remote support from others, where we can take control of other systems too remotely that can significantly reduce time and boost the reliability of the organization. Sharing/copying files, communicating with each other through chat box or even audio calls. It has just a simple step to connect quickly to remote systems and make use of it. Some of our ML Engineers and myself have been benefitted with this when they helped me debug, run some code, resolve some remote container issues for our ML models to run continuously. It is not advised or recommended to use this application to connect to systems that have heavy critical information as it can lead to data leak which can cost a lot to a organization. It is also not advised to use when the internet connectivity is really poor, because it can waste a lot of time on both the ends.
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.
Can TeamViewer have an easy access in areas which are challenged on internet. It is not easy to connect when there is unstable connection or slow, thus, causing the delay as well on target work. It pretty much cause some frustration on both parties as we can only wait when connection is at back to re-connect again
The free TeamViewer version has limited access to remotely connect to PC or devices. For faithful users, can TeamViewer increase more time of free remote access before a User subscribes for the paid version.
The chat or call box or option needs some improvement on its interface. However, everything else is OK
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.
We will definitely renew our TeamViewer software license when the time comes. This service works and does not matter on what device you are trying to control (it depends on the license), and it is very responsive and does not seem to use up a lot of data.
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.
Compared to other products I've used (ConnectWise Control), TeamViewer is harder to set up and get connected. It is especially difficult to set up "permanent" unattended remote access, where you want to be able to connect to and control a remote computer without having to exchange codes and passwords every time you connect.
I was able to talk to sales about our problem (of being charged for an additional year subscription when we had asked to cancel), and Sales and I had a nice conversation. But when I contacted TeamViewer Support by email to request that our subscription be canceled, they very "nicely" told me by email that I should have read the "fine print". And that they can "Automatically Renew" a subscription for a year if they do not receive a cancellation request a month before the expiration of the current subscription. (When I called Support, I was put on hold; and I held, and held, and held, etc.) Admittedly, part of the problem was mine. I sent in my cancellation request after the deadline that TeamViewer outlines in their "fine print". But, I still feel that TeamViewer could have or should have a policy of refunding at least a large percentage of the "Automatic Renewal" charge, especially if the customer is not utilizing the subscription.
I have never used the online training either. I have watched a few informational videos that were helpful when learning how to do a specific procedure within TeamViewer and get the most out of the software by utilizing one of the many features that are available with the software. Again, 5 if for neutral.
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.
When I tried LogMeIn and VNC, I discovered that TeamViewer was more reliable, quicker to set up, and more consistent in terms of connection stability and reliability. All in all, it is a more cost-effective and efficient solution that can be deployed without the need to open firewall ports and can be installed effortlessly by any end-user.
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.
Since I started using TeamViewer, the number of times I have to visit clients to update our programs on the PC has been visibly reduced, which is very helpful.
TeamViewer not only improves work efficiency and productivity, but also contributes to work-life balance and, above all, to fast customer service.
It is also recommended for system administrators who cover several offices with a small number.
