We use Webex meetings for the b2b collaboration and Webex events for IR, Investment market -Morning briefing calls. During the Pandemic, it made closer communications to the customer without impacting our business
Pros
Our CSM is around for any help
Cisco Webex TAC support is very good
We have some issues post-Webex site upgrade for joining the Webex meetings and the TAC team helped Quickly
Cons
Reduce the meeting joining time
Likelihood to Recommend
The team was very helpful and if they are not able to support they are suggesting to reach out to the Developer in some cases,
We stopped using Cisco WebEx at the beginning of this year and one of the reasons why is because of the drop in quality of service by Cisco WebEx Support. We were using it across our whole organization (350+ employees) and with all of our clients (10,000+ end users). For many years, Cisco WebEx Support helped us to provide training, customer support, and sales demos to current and potential clients.
Pros
Provide ability to gain control of the computer for an end user that is connected to the same meeting.
Easy to start a session on the fly.
Cons
Review the assignments of their own support teams that have to work with users like myself to resolve issues that my co-workers are having.
Assign support representative by regions. It doesn't make sense to have a support representative that lives on the other side of the world, making collaboration difficult.
Likelihood to Recommend
We used Cisco WebEx Support to provide support and training to our clients. We produce software for specific industries and our clients are the users of that software. To be able to have sessions where we can look at their computer, and even take control of it through the session, to perform simple customer service, issue resolution, and even training is appreciated. The functionality was pretty solid for us. We did have an employee that used it to perform a demo on how the software was supposed to work. This was probably not the best possible method for performing the demonstration.
VU
Verified User
Manager in Professional Services (201-500 employees)
We use Cisco Webex Support anytime we have an issue with Webex and we use it for our group of users in our school. It allows us to minimize downtime and address any issues that may occur with anything Webex related.
Pros
They follow up often
Their ability to get logs on the backend
Cons
[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.
Likelihood to Recommend
When the problem is out of the scope of tier one support, it gets escalated properly. Other times when the scenario is clearly a severe issue, tier one support still goes through their normal support script and wastes critical time before escalating.
VU
Verified User
Director in Information Technology (10,001+ employees)
Cisco Webex Meetings is used by our training division. I am the team lead. We have over 500 clients only in India. It used to address our overseas education services.
Pros
The chat support is mostly available.
They have people working globally.
Sometimes they respond on social media.
Cons
They take a lot of time to resolve issues.
They will ignore you if you did not keep the plan upgraded.
They are least bothered if you lose business due to their late response.
Once an issue is brought to their notice, they will keep changing the service engineer, and every time they need more details from you which you have already provided.
Most of the service engineers don't even understand the problem.
Most in the department don't work all days. This results in delay of response.
They don't prioritise you.
The chat support is mostly helpless. They just forward your case to an engineer who mostly doesn't understand the problem, even after sending log files.
They have limited payment options. No PayPal or other payment options are available.
Likelihood to Recommend
If you are looking for quick resolution, DO NOT opt for Webex. They have a very complex process of support services. You can opt for Webex support if you are using a free account. Avoid taking the annual plan. Your money will be blocked as they will delay in processing your service requests.
VU
Verified User
Team Lead in Professional Services (201-500 employees)
Cisco Webex has contributed significantly to improving communication in our company and with our customers. It is a stable and easy to use platform. Highly recommended!
Pros
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
Likelihood to Recommend
Cisco Webex Support helps us to be more productive as a company.
Webex Support Center is being utilized by my IT Dept to work with vendors and clients to work on support issues and collaborate remotely. It provides a secure way of interacting with issues like a failed server or connecting to resources at a remote clients site. It is fast and efficient and safe as we know who is on the other end and can record our chat sessions for notes.
Pros
Easy Remote Access - Easy to install and doesn't require much interaction. It also doesn't matter if the user has admin rights, you can still connect and see what's going on using the temporary executable.
Deep Access Options - You can view the user's screen, take control of their screen, send files, and retrieve files, chat and save the history. It's a great tool for troubleshooting and training users.
Great Network performance - Even when users don't have a fast internet connection, speed is still adequate and my team can help them quickly.
Cons
One login per license - Some competing products allow multiple user accounts per license with just one concurrent login, but WebEx Support Center keeps this strictly 1:1, which gets steep.
Cost - This is a result of the above license structure. WebEx is not cheap, relative to other offerings. However for speed, security, and accuracy. You're getting best-of-breed, but you're paying for it.
Likelihood to Recommend
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.
VU
Verified User
Director in Information Technology (11-50 employees)
We use WebEx Support Center in the IT department to support users remotely. This applies to physical desktops, laptops, and Virtual Desktops. We have around 500 employees. All employees have a Virtual Desktop, and about 100 of them also have a physical desktop or laptop. Most employees work in one of our offices, but we do have at least 50-60 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 VDI access problems from users' personal machines, as well.
Pros
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.
Cons
Cost - It isn't cheap, relative to other offerings. There are certainly other competing products out there that are far less expensive than WebEx Support Center. You're getting best-of-breed, but you're paying for it.
Skill level for Technician - The interface, while robust, can be a touch daunting for a novice user. There are certainly competing products out there with slightly more simplified interfaces for less technically adept users. That is a non-issue for us, but certainly, something to consider for the less technically-inclined.
One login per license - Some competing products allow multiple user accounts per license with just one concurrent login, but WebEx Support Center keeps this strictly 1:1.
Likelihood to Recommend
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.
Our whole organization utilizes Webex for different needs that we have. Webex is great for meetings and sharing presentations when our organization is spread throughout the wold. It helps communicate new changes and training to our teams in other countries. My primary use of Webex is to assisting our clients with bugs or troubleshooting anything within our software. With the software I support it involves looking into our client's servers and system because there can be so many factors when it comes to other organization's environment.This allows me to interact with our client, see their desktop, and take control if I need to. Sometimes the issues that we face when troubleshooting is that the issue is complicated and complex. Webex allows you to record the session so if needed you can view it later. Also the recording service is a great way to save a training session and have it viewed later on. The integration with Microsoft Outlook is a great feature. It is easy to schedule a meeting and with a click of a button in Outlook i can add my Webex info into the meeting. When I need to do a quick meeting There is a "One-Click Meeting" button in Outlook that launches a webex meeting and emails me the information that I can forward to whomever.
Pros
Webex is great for virtual meetings even with international clients or team members.
If you need a meeting setup right away it is easy as a click of a button.
It is a great recording tool for any kind of session such as support, meetings, training, or even just a conference call.
Cons
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.
Likelihood to Recommend
This tool is great for any sort of conferencing needed. If you need only audio conferencing this may not be the best option for you. Webex allows you to share files and desktop sessions. You can have multiple presenters if you need to share different presentations or ideas. It really does meet the need for any kind of conferencing.
