Cisco Webex Support (discontinued) vs. Zoho Lens

WebEx Support Center does what it is designed to do very well. If you need robust, efficient, and comprehensive remote support software, look no further. There are certainly other products that are simpler, and other products that are a bit "prettier" from a UI standpoint, but in terms of overall functionality, WebEx Support Center is hard to beat. If you're a company on a very tight budget, there are certainly cheaper options available, however.

Incentivized

It's an excellent tool to stay in touch remotely across different teams and collaborate. There are a variety of issues that our technicians can encounter in the field so Zoho Lens enables us to simulate any parts needed in order to service the machines and helps us identify hardware issues more quickly.

Incentivized

• Webex has helped us increase and streamline support to our customers.
• It allows us to enable forums or collaborative spaces to explain to clients and coworkers solution to certain problems

Incentivized

• easy to use/manage
• greta communication tool
• detail oriented
• customizable

Incentivized

• [In my experience], when there are issues, they sometimes ask for us to run tracelogs on the impacted participant's computer. Sometimes those participants use machines that are not managed by us and they are unwilling to get those logs. Ideally, [I feel] Webex can gather all the information from their side versus the participant side.
• While I do appreciate the constant follow up, sometimes it is overwhelming. I know they are trying to clear their queues, but it seems like they email once a day if they have not heard back from you [in my experience].
• Their support hours should coincide with my local hours of operation. Most of the support people I have worked with are located internationally and their hours of response are the opposite of my working hours.

Incentivized

• sometimes laggy
• affordability

Incentivized

Webex is well known by many other companies. It is easy to use and versatile. This familiarity builds a standard to conferencing and users are more comfortable using it. If you want to be safe with a choice of the many conferencing tools out there, Webex will be your best bet

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.

The support team is highly incompetent. The only thing that they are able to do flawlessly is register an issue and open the case. But this case related to the issue is never resolved. They will forward the case or assign a new service engineer. But the case will never be resolved. At least not soon. They take weeks to resolve issues.

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.

Incentivized

Our company loves Zoho products and we greatly benefit from using the Zoho CRM/One platforms. They help keep all our internal teams well organized and aligned on our goals!

Incentivized

• Initially the ROI was very good. We tried to leave and use another platform (cost issues) and didn't have as much success so we came back to Cisco Webex Support.
• It allowed us to provide support to employees and clients as we needed to be able to provide it.

• only positive impact is making remote collaboration easier!

Incentivized