What users are saying about
Top Rated
98 Ratings
46 Ratings
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Score 7.1 out of 100
Top Rated
98 Ratings
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Score 8.9 out of 100

Likelihood to Recommend

Cisco Webex Support

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.
Anonymous | TrustRadius Reviewer

VMware Horizon

VMware is well suited to a business where there will be many remote users needing to connect to the companies desktop. The installation on a remote computer is simple and is easy to use remotely but can be complicated to set up on the back end on the office system. It may not be worth the effort for a company that has few people who need remote access.
Josh kimball | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
6.9
VMware Horizon
Screen sharing
Cisco Webex Support
5.9
VMware Horizon
File transfer
Cisco Webex Support
6.6
VMware Horizon
Instant message
Cisco Webex Support
7.4
VMware Horizon
Secure remote access with Smart Card authentication
Cisco Webex Support
8.9
VMware Horizon
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
VMware Horizon
Over-the-Internet remote session
Cisco Webex Support
5.9
VMware Horizon
Initiate remote control from mobile
Cisco Webex Support
8.9
VMware Horizon
Remote management of servers & workstations
Cisco Webex Support
4.7
VMware Horizon
Remote Active Directory® management
Cisco Webex Support
4.7
VMware Horizon
Centralized management dashboard
Cisco Webex Support
5.0
VMware Horizon
Session record
Cisco Webex Support
9.1
VMware Horizon
Annotations
Cisco Webex Support
6.8
VMware Horizon
Monitoring and Alerts
Cisco Webex Support
4.6
VMware Horizon
Multi-platform remote control
Cisco Webex Support
9.3
VMware Horizon

Pros

Cisco Webex Support

  • 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.
Kurt Ferguson | TrustRadius Reviewer

VMware Horizon

  • It provides a robust, secure, rich desktop environment that is able to access all internal network resources.
  • Addresses security and compliance concerns as all data resides within the internal network. All data accessed stays within the internal network and does not need to traverse a VPN to the local desktop where it may be cached, etc.
  • The connection is thin client that does not require large amount of bandwidth.
  • Client application is available for all common devices and O/S’s.
  • No need to install, configure and maintain applications on local desktop.
Anonymous | TrustRadius Reviewer

Cons

Cisco Webex Support

  • 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.
Shawn Oudavanh | TrustRadius Reviewer

VMware Horizon

  • Move away from Adobe Flash version in UI, currently on the path but they need to hurry up
  • Speed up the boot process of the environment when servers need maintenance
  • Provide clear steps on what should be upgrade path in terms of components, the order
  • price! A bit too much
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cisco Webex Support

Cisco Webex Support 9.1
Based on 3 answers
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.
Zak Gunnells | TrustRadius Reviewer

VMware Horizon

VMware Horizon 10.0
Based on 1 answer
We are committed to VMware Horizon and we plan to stick with it for the future unless something drastically changes.
Dan Reynolds | TrustRadius Reviewer

Usability

Cisco Webex Support

Cisco Webex Support 7.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

VMware Horizon

VMware Horizon 9.0
Based on 3 answers
VMware Horizon is very easy to use. It is very easy and quick to log in remotely. It is very easy to install remotely. It is usable easily on many different operating systems. It is easy to set up which tools are available to each remote user so that each user has just what they need to perform their work without any extra tools cluttering up their space or bogging down the system.
Josh kimball | TrustRadius Reviewer

Performance

Cisco Webex Support

No score
No answers yet
No answers on this topic

VMware Horizon

VMware Horizon 9.1
Based on 4 answers
Performance is excellent of you provide the needed hardware to support the sessions/connections. Pages load very quickly at the client end as the thin client application does a very good job and requires very little bandwidth. All applications function well, as they are running on a session on an internal server that is accessing data directly on the network
Anonymous | TrustRadius Reviewer

Support Rating

Cisco Webex Support

Cisco Webex Support 5.7
Based on 4 answers
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.
Julio Cesar Lara Favela | TrustRadius Reviewer

VMware Horizon

VMware Horizon 7.8
Based on 14 answers
It is surely way better than Citrix, but it could improve a bit. Usually, they send us the solution without saying what was the root cause so we can avoid breaking something in the future. Besides that, VMWare support answers in an OK time-frame and even speaks our language (Portuguese).
Gabriel Krahn | TrustRadius Reviewer

Alternatives Considered

Cisco Webex Support

Logmein GoToAssist
    • Logmein-GoToAssist is the product we used previously and still to some degree use with WebEx Support Center. It was not always reliable and suffered with network congestion but worked quite well for us, we as a team feel that WebEx Support Center is a more reliable and a better overall product. This to me is due to the simplicity of the UI and ease of use as well as the quality of the network performance.
Kaseya with VNC Connect
  • We use within Kaseya for our internally servers and local office users due to cost and efficiency, but it is more intended as console-level access and has a bit more features then WebEx Support Center, however is not good for remote support for our users who travel as it is slow.
Anonymous | TrustRadius Reviewer

VMware Horizon

Although I really prefer Microsoft Remote Desktop for accessing Windows servers (from Windows machines especially), and this can be done from off-site with a VPN, this entails much more effort, namely getting everyone's Active Directory in the correct group to have access. VMWare Horizon is a much simpler solution in terms of granting access.Chrome Remote Desktop and TeamViewer are really not viable solutions for remotely accessing servers in business settings, although they work alright for home servers and such, especially from off-site.
Ho'omana Nathan Horton | TrustRadius Reviewer

Return on Investment

Cisco Webex Support

  • WebEx Support Center works fabulously for us. We're all a very tech-savvy, experienced team, and WebEx Support Center is an excellent product for that skillset. We can get in and out of a machine quickly to diagnose an issue, with very little effort on the part of the user we are assisting.
  • WebEx Support Center is certainly more expensive than the previous product we had for this, GoToAssist. It is a bit less user-friendly of a UI, but overall performance is better.
  • We use WebEx as our primary collaboration/meeting software across our entire enterprise, as it integrates well with our Cisco DX, MX, and SX video teleconferencing units. Our users are used to WebEx, so using it for support purposes was only logical. The tight integration across a wide variety of products is great form a licensing cost standpoint and UX standpoint.
Kurt Ferguson | TrustRadius Reviewer

VMware Horizon

  • Saved money on PC purchases.
  • Save a lot of man hours by not having to image new PCs. We just create one Template VM and clone the others from that.
  • Bit of a learning curve to get the deployment right for the environment.
  • Ability to make sure VMs always turn back on once they are shutdown. This speeds up load times for users.
  • Less management for our PCs. If one gets a virus or something corrupts we just refresh it and within 5 minutes the user is back to work.
Adam Borecki | TrustRadius Reviewer

Pricing Details

Cisco Webex Support

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Cisco Webex Support Editions & Modules

Additional Pricing Details

VMware Horizon

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

VMware Horizon Editions & Modules

Edition
Standard$3,116.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Webex Support
4.5
VMware Horizon
8.9

Likelihood to Renew

Cisco Webex Support
9.1
VMware Horizon
10.0

Usability

Cisco Webex Support
7.0
VMware Horizon
9.0

Performance

Cisco Webex Support
VMware Horizon
9.1

Support Rating

Cisco Webex Support
5.7
VMware Horizon
7.8

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