Cisco Webex Support (discontinued) vs. Kayako

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Webex Support
Score 8.2 out of 10
N/A
Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.N/A
Kayako
Score 2.2 out of 10
N/A
Kayako is a help desk / ticketing product and is available is both SaaS and on-premise configurations. Is is built in PHP and uses my SQL. The product competes with HelpSpot, ZohoSupport, Freshdesk and Zendesk. The Kayako Engage edition may be deployed as a live chat system without ticketing at a reduced cost, featuring click-to-call and site visitor monitoring for customer targeting and engagement.
$29
per month
Pricing
Cisco Webex Support (discontinued)Kayako
Editions & Modules
No answers on this topic
Inbox
$15.00
Per User Per Month
Growth
$30.00
Per User Per Month
Scale
$60.00
Per User Per Month
Offerings
Pricing Offerings
Cisco Webex SupportKayako
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cisco Webex Support (discontinued)Kayako
Top Pros
Top Cons
Features
Cisco Webex Support (discontinued)Kayako
Remote Administration
Comparison of Remote Administration features of Product A and Product B
Cisco Webex Support (discontinued)
6.8
9 Ratings
19% below category average
Kayako
-
Ratings
Screen sharing8.99 Ratings00 Ratings
File transfer8.99 Ratings00 Ratings
Instant message7.17 Ratings00 Ratings
Secure remote access with Smart Card authentication9.05 Ratings00 Ratings
Access to sleeping/powered-off computers6.05 Ratings00 Ratings
Over-the-Internet remote session8.99 Ratings00 Ratings
Initiate remote control from mobile1.36 Ratings00 Ratings
Remote management of servers & workstations2.05 Ratings00 Ratings
Remote Active Directory® management7.95 Ratings00 Ratings
Centralized management dashboard8.87 Ratings00 Ratings
Session record8.67 Ratings00 Ratings
Annotations7.07 Ratings00 Ratings
Monitoring and Alerts8.95 Ratings00 Ratings
Multi-platform remote control1.67 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cisco Webex Support (discontinued)
-
Ratings
Kayako
2.0
11 Ratings
119% below category average
Organize and prioritize service tickets00 Ratings1.011 Ratings
Expert directory00 Ratings1.05 Ratings
Subscription-based notifications00 Ratings1.08 Ratings
ITSM collaboration and documentation00 Ratings1.07 Ratings
Ticket creation and submission00 Ratings7.011 Ratings
Ticket response00 Ratings1.011 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Cisco Webex Support (discontinued)
-
Ratings
Kayako
1.0
9 Ratings
154% below category average
External knowledge base00 Ratings1.09 Ratings
Internal knowledge base00 Ratings1.08 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Cisco Webex Support (discontinued)
-
Ratings
Kayako
1.0
10 Ratings
154% below category average
Customer portal00 Ratings1.07 Ratings
IVR00 Ratings1.02 Ratings
Social integration00 Ratings1.04 Ratings
Email support00 Ratings1.010 Ratings
Help Desk CRM integration00 Ratings1.06 Ratings
Best Alternatives
Cisco Webex Support (discontinued)Kayako
Small Businesses
Getscreen.me
Getscreen.me
Score 9.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
mRemoteNG
mRemoteNG
Score 9.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Remote Desktop Services
Remote Desktop Services
Score 9.0 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Webex Support (discontinued)Kayako
Likelihood to Recommend
9.7
(11 ratings)
1.0
(22 ratings)
Likelihood to Renew
9.1
(3 ratings)
7.8
(11 ratings)
Usability
7.0
(1 ratings)
10.0
(1 ratings)
Availability
-
(0 ratings)
7.5
(2 ratings)
Support Rating
1.0
(3 ratings)
2.1
(4 ratings)
Implementation Rating
-
(0 ratings)
9.0
(2 ratings)
User Testimonials
Cisco Webex Support (discontinued)Kayako
Likelihood to Recommend
Cisco
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.
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Kayako
When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.
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Pros
Cisco
  • 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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Kayako
  • Gives a very good report on an individual level of what is being done for a customer or corporate issue.
  • Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
  • Nice dashboard view.
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Cons
Cisco
  • 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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Kayako
  • Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
  • Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
  • Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
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Likelihood to Renew
Cisco
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.
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Kayako
  • We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
  • Our team's processes are now heavily ingrained in the system
  • We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
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Usability
Cisco
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.
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Kayako
I did not come from an IT background and I picked this program up quickly
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Reliability and Availability
Cisco
No answers on this topic
Kayako
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
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Support Rating
Cisco
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.
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Kayako
  • We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
  • Mostly we used their Online KB and step by step instructions to get all of our issues resolved.
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Implementation Rating
Cisco
No answers on this topic
Kayako
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
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Alternatives Considered
Cisco
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.
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Kayako
We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
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Return on Investment
Cisco
  • 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.
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Kayako
  • Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
  • Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.
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ScreenShots