What users are saying about
31 Ratings
46 Ratings
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Score 7.1 out of 100
31 Ratings
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Score 8 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

Zoho Assist

If you troubleshoot remote machines, this is an excellent alternative software to Rescue Me, Log Me In, Join Me, or Team Viewer. There is nothing those softwares offer that Zoho Assist does not offer, or at least the Zoho suite of products does not offer. I highly recommend Zoho Assist and we will not go without it.
Logan Baker | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
6.9
Zoho Assist
8.1
Screen sharing
Cisco Webex Support
5.9
Zoho Assist
8.9
File transfer
Cisco Webex Support
6.6
Zoho Assist
7.3
Instant message
Cisco Webex Support
7.4
Zoho Assist
7.8
Secure remote access with Smart Card authentication
Cisco Webex Support
8.9
Zoho Assist
10.0
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
Zoho Assist
7.7
Over-the-Internet remote session
Cisco Webex Support
5.9
Zoho Assist
8.7
Initiate remote control from mobile
Cisco Webex Support
8.9
Zoho Assist
10.0
Remote management of servers & workstations
Cisco Webex Support
4.7
Zoho Assist
8.2
Remote Active Directory® management
Cisco Webex Support
4.7
Zoho Assist
5.9
Centralized management dashboard
Cisco Webex Support
5.0
Zoho Assist
7.2
Session record
Cisco Webex Support
9.1
Zoho Assist
10.0
Annotations
Cisco Webex Support
6.8
Zoho Assist
5.7
Monitoring and Alerts
Cisco Webex Support
4.6
Zoho Assist
6.3
Multi-platform remote control
Cisco Webex Support
9.3
Zoho Assist
10.0

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

Zoho Assist

  • Remote assistance
  • Remotely view a mobile device for guided assistance
  • Unattended access. This one is a very powerful feature.
  • Invitation link for start a session make it more easy to start.
Alexis Correa | 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

Zoho Assist

  • Wake on LAN is very unreliable.
  • Zoho Assist service will stop workstations automatically sleeping (unless overridden) - this was done deliberately by their development team as they aware (and unable to fix) their issues with WOL.
  • Support is terrible - very quick response initially - but it can take weeks to get any actual support or solution. I currently have outstanding tickets over 2 months old with no response.
  • File transfer clunky, slow and inconsistent.
  • Clients often show offline when actually available and online.
  • Copy/paste inconsistent (clipboard).
  • Initially slow to connect to clients.
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

Zoho Assist

No score
No answers yet
No answers on this topic

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

Zoho Assist

Zoho Assist 9.0
Based on 2 answers
Zoho Assist has served our main purpose as we needed additional remote software assistance when our company had to shut down during COVID-19 in March 2020. I have tested all main major name brands available and Zoho Assist has the easiest web interface and overall is easy to use. Its connection is very fast and stable; the quality is great.
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

Zoho Assist

Zoho Assist 8.3
Based on 6 answers
As I said earlier, Zoho Assist is a perfect remote access software and very well meets our needs to solve installation, uninstallation and general configuration issues. The interface is beautiful, clean, user-friendly and works very well on Windows 10. All the support and infrastructure staff approve and enjoy using it
Camila Yamamoto | 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

Zoho Assist

Zoho Assist is often compared to screen sharing programs for meetings but its value is in the remote control and technical support functions. LogMeIn offers a similar function but at many times the monthly cost. They also charge extra monthly to use the software on mobile. Zoho allows you to use the program on all devices they support in their professional plan, which is a fraction of the cost. We are talking about a nearly $100 difference. They even offer a free plan for those starting out.
Lark Ismail | 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

Zoho Assist

  • Postive ROI by replacing a previous remote assist software that was more expensive.
  • Solving client issues within minutes vs. verbal talk-throughs asking for client to do tasks.
  • Cost-friendly for small businesses as it's subscription based.
Khashi Rahmani | TrustRadius Reviewer

Screenshots

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

Zoho Assist

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional

Zoho Assist Editions & Modules

Edition
Remote Support - Standard$121
Remote Support - Professional$181
Remote Support - Enterprise$281
Unattended Access - Standard$122
Unattended Access - Professional$182
  1. per technician/per month
  2. 25 unattended computers/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Webex Support
4.5
Zoho Assist
7.5

Likelihood to Renew

Cisco Webex Support
9.1
Zoho Assist

Usability

Cisco Webex Support
7.0
Zoho Assist
9.0

Support Rating

Cisco Webex Support
5.7
Zoho Assist
8.3

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