Cisco Webex Support vs VMware Workstation Pro

• 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.

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• 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

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• 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.

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• 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.

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• 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.

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• 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.

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