What users are saying about
46 Ratings
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Score 7.1 out of 100
52 Ratings
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Score 8.7 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 Workstation Pro

When you use the vSphere client to open a remote console you have what appears to be a slimmed-down version of Workstation. The full version can be used in that same role, but instead of going to vSphere first you can directly get to your VM tree through Workstation. This makes it quick to move from VM to VM. Sandboxing is where Workstation is especially well suited. You can run test apps, difficult apps, and deprecated apps/OSs in a sideways fashion that is not dangerous to your production environment. If you're not a VMware shop, this product could be used but would be less appropriate.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
6.9
VMware Workstation Pro
Screen sharing
Cisco Webex Support
5.9
VMware Workstation Pro
File transfer
Cisco Webex Support
6.6
VMware Workstation Pro
Instant message
Cisco Webex Support
7.4
VMware Workstation Pro
Secure remote access with Smart Card authentication
Cisco Webex Support
8.9
VMware Workstation Pro
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
VMware Workstation Pro
Over-the-Internet remote session
Cisco Webex Support
5.9
VMware Workstation Pro
Initiate remote control from mobile
Cisco Webex Support
8.9
VMware Workstation Pro
Remote management of servers & workstations
Cisco Webex Support
4.7
VMware Workstation Pro
Remote Active Directory® management
Cisco Webex Support
4.7
VMware Workstation Pro
Centralized management dashboard
Cisco Webex Support
5.0
VMware Workstation Pro
Session record
Cisco Webex Support
9.1
VMware Workstation Pro
Annotations
Cisco Webex Support
6.8
VMware Workstation Pro
Monitoring and Alerts
Cisco Webex Support
4.5
VMware Workstation Pro
Multi-platform remote control
Cisco Webex Support
9.3
VMware Workstation Pro

Server Virtualization

Cisco Webex Support
VMware Workstation Pro
8.9
Virtual machine automated provisioning
Cisco Webex Support
VMware Workstation Pro
8.9
Management console
Cisco Webex Support
VMware Workstation Pro
9.0
Live virtual machine backup
Cisco Webex Support
VMware Workstation Pro
9.2
Live virtual machine migration
Cisco Webex Support
VMware Workstation Pro
8.9
Hypervisor-level security
Cisco Webex Support
VMware Workstation Pro
8.3

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 Workstation Pro

  • Not HTML based - Web applications are not always the best method to access VM's
  • Isolation - VM's can be pulled off production networks for testing in a safe environment
  • Operability - The interface mirrors the HTML format giving the user all of the features necessary to modify, access and manage VM's
Nick Darnell | 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 Workstation Pro

  • At the moment, it's incompatible with Microsoft's HyperVM, which is used in Docker and the Linux Subsystem on Windows 2 (WSL 2).
  • VMware shared files sometimes stop working and need to be reset.
  • 3D support is limited to Windows and only certain scenarios.
Vlad VARNA | 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 Workstation Pro

VMware Workstation Pro 9.0
Based on 1 answer
It's a solid product, and if they make it compatible with HyperVM (WSL, Docker, etc.) it would be great
Vlad VARNA | 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 Workstation Pro

VMware Workstation Pro 9.0
Based on 1 answer
There are some settings that can only be done by editing the VMX file. However, that is easily done, and you can find examples on the internet easily.
Vlad VARNA | 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 Workstation Pro

VMware Workstation Pro 6.6
Based on 6 answers
I haven't had to call VMware Workstation support. The majority of the time, whenever I have a problem, I can perform an online search and find the answers I need. Online forums and users with similar situations are generally sufficient to answer any questions I have had, though, from previous experience at another company, their support is outstanding and responsive to circumstances. However, that is generally for a paid support contract and should be expected when you are paying for that support.
Tyler Twitchell | 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 Workstation Pro

I like using VMWare as it is really easy to configure, very much user friendly. I also like to use the additional features it have for migration like import export in different formats, clone of the virtual machine. I really like using VMware Workstation user console and ESXI at my college
Ramandeep Singh | 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 Workstation Pro

  • It has allowed others and myself to work from home on projects intended for production use.
  • It has greatly improved productivity and time to production.
  • Development on personal Workstations and from home (which is what we use this for) has assisted our organization in managing home/work life balance.
  • It has definitely has a positive impact on our organization.
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Webex Support

General

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

VMware Workstation Pro

General

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

Rating Summary

Likelihood to Recommend

Cisco Webex Support
4.5
VMware Workstation Pro
9.0

Likelihood to Renew

Cisco Webex Support
9.1
VMware Workstation Pro
9.0

Usability

Cisco Webex Support
7.0
VMware Workstation Pro
9.0

Support Rating

Cisco Webex Support
5.7
VMware Workstation Pro
6.6

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