Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.
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VMware Workstation Pro
Score 8.9 out of 10
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VMware Workstation Pro is virtualization software which allows running multiple x86-based operating systems on one PC. Users can run Windows, Linux and BSD virtual machines on a Windows or Linux desktop.
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.
I would not recommend using a VM as a complete replacement for your everyday driver, but I would recommend it for testing. One way that I use Workstation Pro is with testing GPO's. I can make a change to a user or computer GPO, take a snapshot, reboot the computer to pull the GPO, see if it worked. If it didn't, I revert to the last snapshot before the GPO was pulled, make some changes to the GPO again, and test on the test VM. The same style of testing can be used with creating and changing scripts for computer changes. We have a whole computer setup script that installs software and changes a ton of settings. On a VM you can test over and over to make sure the script runs how you want it to and revert if you didn't like the script outcome. Especially handy with software installs, so you don't have to wait for a program to uninstall and then edit the script and run the script again. Using snapshots save me so much time in testing!
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.
It provides a great remote access tool for accessing and managing servers in virtual environment. With the security risks surround remote desktop this provides a good alternative to do the same functions.
The app itself is very lightweight and easy to install/maintain.
Sandbox testing can be a time consuming thing to setup and do. Workstation makes this easy to create, use, and put away. This make you more willing to put new things in the sandbox and test them before production usage.
The cost of workstation is very affordable for the functionality that you get and you can try it for free before you buy it.
We use it to run apps that can be difficult to setup or conflict with other apps. We just spin this app VM up run it, and then shut it back down. The startup and shutdown is very quick.
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.
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.
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.
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.
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.
VMware ESXi is more enterprise based whereas VMware Workstation offers capabilities at a lower cost and smaller scale. VMware Workstation Pro is also user friendly and easy to install. It can be utilized on a regular desktop system as the name implies. It helps with also demonstrations when needed to clients without having bulky hardware every time.
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.
