MiContact Center vs. WatchGuard AuthPoint

We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.

Works great as a 2FA token, for endpoint control, for computer and server updates, for scheduling updates, and for patching security features when exploits become known. Remote connection is very reliable and doesn't drop in and out as many programs do. It may not be as appropriate if you are looking for a plug-and-play control, as it requires more learning and setup to get it set up correctly.

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• Call forwarding
• Voicemail
• Detailed contact list

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• Easy to setup
• Quick to setup and use
• Works consistently
• Easy to reset token's when someone gets a new phone
• Website is secure and requires MFA to sign on
• App can enable MFA requirement to open and approve a push notification
• App is easy to use

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• Can be little economic
• Hustle to find the right analysis
• Support can be improved

• Email support is SLOW unless I want to allow a stranger to access my production firewall. That is never allowed here, so our hands are tied in terms of being able to get support in less than 48 hours.
• Again, support takes far too long because you refuse to employ any staff that works in US time zones during normal business hours.
• There has to be another option besides: 1) you take full control of my systems or 2) I wait on SLOW email support that isn't that great.

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Today to ensure our ISO 27001 certification it is important that we maintain this solution. Today it is part of the way any employee within the organization works, we no longer have any other way of working and it is the simplest way to ensure that access to the workstation is done with MFA.

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After initial setup, it practically runs itself. Onboarding new users is fast and easy as it should be. The AuthPoint mobile app is small and simple to use. The only reason I do not give it a 10 is that I frequently get complaints from end users that the AuthPoint app is "constantly downloading". In fact, it's not downloading anything and that what the users are seeing in the app is a timer for the 6-digit code that changes every minute.

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Has rarely been unable to use; if that were the case, it was operator error

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No apparent problem besides a couple of times that systems weren't working

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WatchGuard support is always quick and reliable. They have urgency levels that you are able to select when creating your support ticket, and they respond in accordance to the severity that you have set. I have never had an issue with getting someone on the phone in the same business day, even for very low priority issues.

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It was an Onsite demo at the ditributor with the benefits of Watchguard Authpoint. Was very nice to see the abilities of the product. This Demo was a few years back, since then Authpoint changed allot. It is very nice for partners that you can get this demo without any aditional cost.

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We use the online training for all our employees. There are both sales and technical trainings available and there even is a technical certification. You can use this for the Watchguard Partner Program which can give you aditional benefits. Every now and then you have a webinar that discusses multiple Watchguard products.

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the first time it takes more effort. It is helpful to already understand how each authentication type works. Then it's much easier to understand the MFA solution that you implement. It is useful to check the release notes from time to time and update the key parts of the Watchguard Authpoint. Authpoint Gateway, Logon App, RDWeb... Also, it's useful to set up notifications when something goes wrong or sometimes check the statistics of how many requests are being approved/denied, etc.

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- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.

I would slot Authpoint (as a product) as better than ESET but not Duo. ESET has the same limitations as Watchguard in the OTP support. It also is an on-prem installed console rather than a cloud, which increases cost and maintenance requirements. The duo now supports standard OTP for admin accounts, so it can be managed by a team. Duo support however leaves a lot to be desired and gives Watchguard the edge

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We are a medium-sized company. We don't need rapid scaling.

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• It keeps all side of our company connected
• Helps facilitate remote work

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• We currently have 300 users on Authpoint, and most of them use insecure passwords. Authpoint gives us peace of mind that we don't have to police individual employee passwords.
• In line with the comment above, with so many people in our organization using insecure passwords, I'm sure that Authpoint has already saved us from many potential security breaches.
• Security breaches can cost a lot of money. Preventing them saves the company money and helps to achieve our bottom line.

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