Cisco Webex Support (discontinued) vs. VMware ESXi

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

If you're looking for the industry standard in server virtualization, I would recommend ESXi. After decades of expertise in the field, VMware continues to provide a strong product, production-ready, with an easy-to-learn interface that allows for quick management along with less costly upfront onboarding and training. Grab the free personal-use license and install in your homelab to start!

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

• Resource management. The automatic load balancing works very well to ensure no host is taxed disproportionately compared to the others.
• Templates and cloning. It is very easy to set up a template and spin up new servers based on a specific setup. This makes server management very streamlined.
• VM management. The vSphere interface is very easy to use and navigate. Everything is responsive and it works when you need it to. The options are also robust while also being arranged in a straightforward manner.

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.

• VMware ESXi can improve on the UI that is installed on the bare metal machine. The menus can be hard to navigate when looking for simple configuration items.
• VMware ESXi can improve on the stability of their overall hypervisor. There have been a few times we had to reinstall due to corruption of VMware ESXi.
• I would like to see VMware ESXi do better at adding more standard free features in their consumer version of VMware ESXi. For example, having the ability to back up virtual machines is good practice and something that would be very nice if offered in their free version.

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.

It is critical to our business, what started out as a way to do certain functions, it has now become core to ensuring our product is available to our customers and reducing our costs to operate and reduce our recovery time and provisioning servers. Their support is great and the costs to renew is reasonable.

Incentivized

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 fairly intuitive for most things, and the areas that are a little less obvious usually have fantastic documentation in the online knowledgebase. In 3-4 years of managing our ESXi hosts, I think that I have only opened 4-5 support cases for things that I could not figure out myself or find answers to on the website.

Incentivized

Without the need to patch the servers with bug fixes and enhancements we whave not experienced any downtime with VMware issues. Even the bug fixes and updates do not cause of downtime as we just migrate the servers to the opposite node and update the one and then move servers back. Very simple and painless.

Incentivized

We do not notice any difference between a physical and virtual server running the same workload. In fact we can scale quicker with the virtual server than we can with the physical.

Incentivized

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 can't say enough good about VMware's support team. To an individual they take ownership of the case, provide thorough answers, and follow up regularly. On one occasion, a problem we experienced with NSX Endpoint was escalated to development for a permanent resolution after a workaround was found. In my experience, most companies would have tried to find a way to close a case like that instead of taking it all the way. Most importantly, when production is down and every second counts, they VMware teams understand that urgency and treat your issue as if it were the only one they had to deal with. You can't ask for better.

Incentivized

Jsut read and follow anything your storage provider may require to allow the integration of VMware with storage operations, outside of that VMware jsut works.

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.

As long as you're using Nutanix AOS on Nutanix hardware and are paying their software support fees, AOS is a valid competitor to VMware and can save money due to not needing a license and having their server management system built into the base host management system. If you aren't using Nutanix hardware, however, VMWare is in most cases the best way to go. I cannot comment on HyperV, but most IT people I know either use it because they have to (most) or they like it better (not many).

Incentivized

it has been fair and easy to understand. I know VMware is looking at wanting to change from CPU to core pricing so we will see what that looks like when it happens.

Incentivized

We started out with a two-server cluster and adding a third or fourth is very straightforward and simple with no issues. You just need to be aware of the size of your Vcenter Server to handle the workload, but still the resources needed is very minimal

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

• VMWare ESXi licensing is affordable for our business - and the licensing model is simplistic. Not like that of Microsoft with having to keep track of server licenses and CAL licenses for users.
• VMWare ESXi also has hardware-monitoring built-in, so that further saves us money from having to be spent with another vendor.
• As much as I hate the saying "a single pane of glass" does fit for this product. You can manage your servers, monitor hardware status, create and export backup snapshots, manage virtual NICs, connect to various storage devices. We're very happy with this product.

Incentivized